There are three ways to reach the helpdesk. Pick whichever is closest to hand — they all create the same ticket.
1. Scan the QR sticker
Every TVM-managed device (laptop, router, printer, camera, etc.) has a small QR sticker. Open your phone camera, point it at the sticker, and tap the link that pops up. You'll land on a page that already knows which device you're reporting — fill in your name and a short description and hit Submit.
This is the fastest path. It captures the asset tag automatically, which means the technician knows exactly what hardware you're dealing with before they even read the description.
2. The web form
Visit your helpdesk URL (e.g. https://yourcompany.helpdesk.thetvm.com/support). You'll be asked for your email address — we send a one-time code there to verify it's really you, then drop you on the ticket form.
This is the right path when the issue isn't tied to a specific asset, or when you're not standing in front of the broken thing.
3. Email
Send to [email protected] (or your tenant's configured intake address). Every email becomes a ticket. The subject line becomes the ticket title — keep it short and specific. Replies on the same thread are attached to the existing ticket automatically.
What we need from you
Whichever channel you use, three pieces of information dramatically speed up resolution:
- What's wrong — in plain language. "Wi-Fi keeps dropping every 30 seconds on my laptop" beats "internet is broken".
- When it started — five minutes ago, after a Windows update, or "it's always been like this"?
- What you've already tried — saves the technician from suggesting the same step.
You'll receive a tracking link by email or on screen — keep it handy. It shows live status, the assigned technician, and every comment posted to the ticket.