Making an Appointment with Full Time Staff
Our goal for providing help is resolve on first contact. If that isn't possible and you have a client who needs to come back and meet with a full time staff member, this page will explain how to set up that appointment. We don't want our clients to have to come back multiple times to connect with someone who can resolve their issues.
Why Would They Come Back?
There are multiple issues that may require a return visit. Some examples are:
- Hardware Issues - Mike or Dan may be able to evaluate a hardware failure or issue.
- Virus Issues - Complicated malware or virus infections may need help from Justin or other full time staff people.
- Connectivity Issues - Complicated connectivity issues or problems may need help from full time staff.
- Policy Questions or Concerns - if clients have questions about policy or procedure that you are not comfortable answering - a return appointment might be necessary.
Procedure for Scheduling an Appointment
- Ticket Creation in Fusion
- Make sure there is complete information in a Fusion Ticket. Including a detailed description of the issue, contact information for the client and the desired appointment time.
- GTS Calendar Event Creation
- Add an event to the GTS Calendar that includes the Ticket Number and a brief descritpion of the problem.
- Ticket Referral
- After scheduling the appointment - refer the ticket in Fusion to the Full Time staff person who the appointment is with.
Questions about process?
Contact the Dutyperson if you have questions or issues scheduling appointments. If after 5, use email dutyperson email.