Helpdesk 101
Getting started with our helpdesk software
Can I use email to reply to a ticket?
Our helpdesk is able to receive answers to your tickets via email, however we prefer that you use the website, which is much clearer and organized.
District Email Lists
The district has many email lists which staff may use to contact groups and departments. Please use judgment when sending to these lists and make sure you are authorized to do so. If you believe that you should be on a list, but are not, please submit a support ticket so that we can verify and ad...
I created a ticket, when can I expect an answer?
Most, if not all tickets, are answered the same day we receive them. However, depending on our workload, we may not be able to get back to you immediately. But remember, we try to answer every request as fast as we can.
I don't find my answer in the knowledge base, what should I do?
Can't Find Your Answer? Don't worry! Our knowledge base is constantly growing, and we're here to help when you can't find what you need. What to Do Create a support ticket - This is the fastest way to get help Be specific about what you're looking for Include context about your situation Mentio...
What is a ticket? Is it the same as a request?
A ticket is an official request entered into our system through support.orogrande.net. Emails, text messages, and phone calls are not tickets. We try to prioritize tickets and do most of our work through them. Unless the issue is extremely urgent, please create a ticket instead of contacting us t...
What personal information are you tracking?
Privacy and Data Protection We are committed to protecting your privacy and being transparent about what data we collect and how we use it. Information We Collect • Account Information - Name, email, company details • Support Interactions - Tickets, communications, and resolution history • Usage ...