Getting the most from our helpdesk
We’ve put together the following tips on how you can get the most from our helpdesk and support systems, and so we can support you most effectively.
- Please resist the temptation to contact our support engineers directly for support. All of our systems and processes are designed to allow our entire team to respond when you need help. If you call or email one of us directly there’s no telling what might happen!
- Use descriptive titles for your request in the summary field (when using the client portal) or in the subject line (when emailing the helpdesk). This helps us better manage and prioritize your support requests. Here are a few examples of good support request titles:
- Can’t log on to my workstation
- Unable to print
- Need assistance installing a QuickBooks update
- Avoid creating multiple requests for the same issue. Each time you send a new message to helpdesk@xbarit.com, a request is opened in our support system. If you need to correspond with us about an existing request, please respond to one of the emails you receive from our support system (that contain your support request number in the message subject) – or better yet, log in to the client portal and add your notes directly to the support request.
- Take a moment to let us know how we’re doing. The email you receive when a request is completed includes a link to a very short, 4-question survey. Please take a moment to complete this. Your feedback is very helpful to us as we continually look for ways to improve the services we provide you.
