External resources — general IT self-help

25 reputable sites and tools that solve common end-user IT problems.

29 views

May 29, 2026

Glossary — terms you'll see in tickets

Common IT terms that turn up in helpdesk responses, decoded.

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May 29, 2026

When to self-serve from the KB vs. raise a ticket

The KB is faster for common stuff. Tickets are right for everything else.

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May 29, 2026

Monthly summary reports for clients

What the monthly PDF contains and how to read it.

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May 29, 2026

Reading your ticket's resolution report

When a ticket is Resolved, you get a PDF summary. Here's how to read it.

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May 29, 2026

When to call vs. when to ticket

Calling is right for emergencies and pre-existing tickets. Ticketing is right for everything else.

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May 29, 2026

Taking and attaching useful screenshots

One picture beats three paragraphs — if you capture the right thing.

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May 29, 2026

How to find your asset tag

Every TVM-managed device has a tag. Here's where to look.

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May 29, 2026

Using ticket comments effectively

Comments are the conversation. Keep them tight and they shorten the ticket.

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May 29, 2026

Reopening a closed ticket

If the issue comes back, you don't need a new ticket — reply on the same thread.

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May 29, 2026

After-hours emergencies and the P1 line

When something can't wait until 9am — how to reach the on-call engineer.

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May 29, 2026

What an SLA actually means for your ticket

Service-level agreements set realistic expectations. Here's how to read them.

18 views

May 29, 2026

Before you raise a ticket — three things to try

Restart, retry, reproduce — the three R's solve more than half of all tickets.

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May 29, 2026

Using your tracking link

Bookmark the magic link we send you — it shows live status without a login.

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May 29, 2026

Understanding ticket priorities — P1 through P4

How we classify urgency, and what response time you can expect from each level.

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May 29, 2026

How to raise a support ticket

Three ways to open a ticket: scan a QR sticker, the web form, or email support.

21 views

May 29, 2026