TAI Help Desk is your one-stop destination for support solutions
5 Tips for Using the TAI Help Desk
Use the Help Desk to report your incident to a dedicated support staff or resolve your incident with full access to the TAI Knowledge Base.
The platform enables you to submit incident requests, review open and closed incidents, and manage the oversight of associated tickets. With a growing library of updated resources, articles, and FAQ responses, the TAI Help Desk is your one-stop destination for support solutions.
1. Get Started
Set up your account for the TAI Help Desk today to access all the support features and resources. Register by emailing helpdesk@taire.com
2. Find the Answers You Need
Check out the TAI FAQ in the Knowledge Base to review previous incidents and resolutions. The search function for FAQs is based upon historical support questions, allowing you to gain insight from previous queries. Reference these answers to find solutions quickly.
The Knowledge Base is designedas a self-service solution that provides answers through useful articles, system documentation, and webinars. These resources allow you to answer your questions without submitting a ticket and provide immediate resolution.
3. Submit Incidents and Prioritize Support Requests
We’re always happy to help you find a solution. To ensure the most urgent incidents are resolved first, submit your ticket under the appropriate priority level. The TAI support team prioritizes tickets based on Service Level Agreements (SLAs). When you submit your ticket, you will be given the option to choose an Urgency level – “Urgent,” “Very High,” “High,” “Normal,” or “Low.” These correlate to how TAI SLAs are written. Review TAI SLAs prior to submitting your ticket and easily access SLAs through the Self-Service Portal.
4. Get to know the Help Desk workflow
You should always receive an email confirming that your ticket has been received. If you do not receive a confirmation email, please reach out directly.
TAI will review the incident and confirm the priority level prior to assigning the ticket. You will be informed if the priority level is changed.
Refer to your SLA to set expectations for ongoing communications.
5. Manage Your Own Incidents
The Self-Service Portal allows a hands-on approach to problem solving. The platform provides ticket tracking, progress updates, and direct communication with the help desk.
We look forward to helping you make the most of your TAI system! Get started with TAI Help Desk and Self-Service Portal today.