How to Submit a Helpful Freshdesk Support Ticket

When submitting a support ticket, the information you provide can help us diagnose and resolve your issue quickly. To get the best possible support, please include who is involved, a brief description of what appears to be the issue, when the issue occurred and where the problem is occurring.

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WHO

    •    Who is experiencing the issue?  Does it affect just you or multiple people?

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WHAT

    •    What appears to be the problem?

    •    What error message did you see?

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WHEN

    •    When did the issue start?

    •    Is it constant or intermittent?

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WHERE

    •    What location is this happening in?

    •    Are you working onsite, at home, or somewhere else?

    •    Is the issue on one specific device or multiple?

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Please include additional information; these details save time and speed up troubleshooting:

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- Ticket category (MK SIS, Network Related, Google Workspace Issue, Mosyle)

- Asset Serial or Model # 

- Full error message text/screenshot

- Steps to reproduce the issue

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Problems We Can Support

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Google Account & Access

    •    Password resets

    •    Login issues

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Network & Connectivity

    •    Wi-Fi problems (slow, dropping connections)

    •    VPN/remote connection problems

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General Technical Questions

    •    Cyber Awareness

    •    Site expansions and upgrades

    •    Guidance on IT best practices

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How to open an AFNTS support ticket

You can open an AFNTS support ticket in two ways: by emailing us directly at support@afnts.ca or by visiting our support portal at https://support.afnts.ca