Support Tickets - What are They & How to Use Them
In this article, you will learn what tickets are, how to submit tickets, and when to submit tickets.
What are Tickets?
Omni has multiple communication methods available to support you during your business partnership!
Omni strongly recommends the use of tickets to
collect very specific information from you to better support your
business. You create a ticket in 2 ways:
- Interacting with Gig-O-Bot (who creates a ticket
on your behalf).
- Emailing one of Omni’s support departments.
How to Submit Tickets
How do you know when to use the Gig-O-Bot or send an email?
Gig-O-Bot
For any of the following issues or questions, interacting with Gig-O-Bot is best:
- DESD Tech Support- unable to access tools
- Earnings- questions or issues
- Time Adjustments/Scheduling- needing a time adjustment or having scheduling issues
- Digital Learning/Certification- questions, attendance
concerns, extensions, technical issues with module, article suggestion
- Applying for a new Gig- Signing up for a new gig
Email
For the following issues or questions, emailing the correct support department is best:
- Need ADP Support – When the Omnipedia
articles on ADP do not answer your question
- Gig Talent– Signing up for a new gig when Gig-O-Bot doesn't answer the quesiton.
- Client Services– Questions
about contract requirements
- Verifications
– when you need to verify your partnership with Omni
- Schedule
Adherence- currently scheduled shifts
When to Submit Tickets
Complete First
Submitting tickets should be your last option for technical assistance. Please complete the following steps BEFORE submitting a ticket:
- Follow the steps in Omnipedia article DESD- Tech Support Information
- Read all relevant Omnipedia articles about your issue before placing a ticket/sending an email.
- Search Omnipedia for a resolution
- Search Teams for a resolution
- Use Google Search for a resolution
- Post issue in Teams
If none of these options result in a resolution of the issue, THEN submit a ticket to DESD.
Submitting Tickets
To help get your ticket resolved/email answered as quickly as possible, make sure to do the following:
- Enter all information into the bot/email as
accurately as possible.
- Only submit one ticket or send one email– if
more than 1 ticket is submitted or email received, there will be a delay in
response from the appropriate department.
Step 1: Omnipedia
Go to Omnipedia
Step 2: Use Gig-O-Bot
To begin submitting a ticket, click on the category in Gig-O-Bot that you need assistance with.
- DESD- Tech Support- use for tech related issues (program not working, can't login to VPN, etc)
- Earnings- use for any issues with your earnings
- Time Adjustments/Scheduling- use for any scheduling issues
- Digital Learning/Certification- use for requesting updates or an article to be created, questions about certification, questions about Omnipedia artilces
- Applying for a new Gig- use when you have questions about applying for a new Omni Gig
- Other- If your question/issue doesn't fit into one of the above categories, use Other
- Install CNX Intuit Key- If you are a GBA with Intuit, select this option to install the required Intuit Key.
Step 3: Follow the Promps
Follow the prompts from Gig-O-Bot and answer any questions.
Step 4: Be Specific
For the quickest response:
- Answer all questions
- Be as specific as possible
- Submit screenshots of any errors if requested
DESD will respond during their support hours (Monday-Friday 8am-10pm EST, Saturday-Sunday 10am-6pm EST).
Checking Ticket Status
Step 1: Omnipedia
Go to Omnipedia
Step 2: Tickets
Click on Tickets
Step 3: Open Tickets
Click on the open ticket to review the updates.
Step 4: Updates
Once the ticket review is open, you can reply to the technician that is working on the issue by click on the reply button.
Step 5: Ticket Closed
Once your ticket is updated and you have been assisted, your ticket will be closed.
Reviewing Your Closed Tickets
Step 1: Access Closed Tickets
Go to Omnipedia and click on Tickets
Step 2: Locating the Ticket
Click on the Open drop down menu and then click on Closed.
Step 3: Click on Ticket
Click on the ticket that you want to review.
Important Notes
If you find the answer on your own, you can close the
ticket yourself. Follow the steps above for checking the status of your ticket. Once you have it opened, click Close Ticket.
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