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Explanation of Help Desk Ticket Request Process

To use the APD IT Support Services Web Portal to submit a Help Desk request, a user does not have to create a log in account.  However, users choosing to submit a request with this option must provide a valid e-mail address for the request to be processed properly.

When submitting a request anonymously (without logging in with an account), all fields with an asterisk ( * ) are required to proceed.  If you forget to enter information into one of these fields, the system will alert you in red at the top of the screen.  It will include an explanation of why the request can not be processed.

You will notice there is a warning to the right of the screen asking that Personal Health Information (PHI) not be included in the ticket.  

Including PHI in your request is considered a HIPAA violation.  At any point during the stage of the request process, if PHI is included, you will be notified that the ticket is being deleted.  You will be required to resubmit your request, omitting this information.  If you repeatedly include PHI in your requests, we are required by federal HIPAA laws to report the violations and may result in further disciplinary action.  What is considered PHI?


Things to remember

  • While we do not require you to create a log in account to use the Web Portal, we do highly recommend it.  Creating a log in account will give you access to features that are unavailable to anonymous users.  With an account, you can track your Help Desk requests, and manage your profile information.
  • When submitting a Help Desk request anonymously, you will receive an e-mail asking you to verify your e-mail address.  Within this e-mail, there will be a link for you to click on.  You must click on this link to verify your e-mail address.
  • Each time you create a request, and each time there is an update to that request, you will receive e-mail notification.  If you need to make a comment, provide information, or simply have a question regarding the progress, you need only to respond to the e-mail as you would with any e-mail.  This will automatically add your response to the ticket for our agents to see.
  • Because a lot of our communication is done through e-mail, you will want to keep an eye on your inbox for responses.  The faster you respond to us, the faster we can resolve your problem.  A lot of e-mail providers today have fairly aggressive spam filters, as well, so if you do not receive an e-mail notification within a few minutes of submitting your request, please check your spam/junk folder.  You can prevent the e-mail from being sent to your spam/junk folder by adding notifications-support@apdflorida.zendesk.com to your list of approved contacts.
  • If you prefer to be contacted by phone, please specify that in your request.


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