Help Ticket Best Practices

The Tenna Support Desk is your primary point of contact for day-to-day and technical needs on the Tenna platform. Submitting a complete, well-detailed ticket helps the Support Desk respond faster and route your issue to the right resource. This article covers how support is structured, what to include in a ticket, and what to expect after you submit one.

Permission Requirements: All users have the ability to submit a help ticket.

Support Structure

Tenna's support model pairs a responsive Support Desk with a dedicated Account Manager, each with a distinct role.

• The Support Desk is your first point of contact for day-to-day and technical questions. The team is available 8 AM to 8 PM ET and includes some of Tenna's most experienced members.
• Your Account Manager oversees the overall health of your account, including regular check-ins, onsite visits, and support with training, adoption, and ROI. Your Account Manager is also your escalation point.

Help Ticket Best Practices

A clear, complete ticket helps the Support Desk resolve your issue on the first response.

This allows each request to be tracked on its own.

Explain what you were doing, what happened, what you expected to happen, and who is impacted by the issue.

Add details that help the Support Desk investigate the issue:

• The Asset ID.
• The location within Tenna where the issue occurred.
• If the issue occurred in the Tenna App or in Tenna on a desktop.
• The affected user.
• Any error messages.
• A screenshot of the error.

Set a priority so the Support Desk can respond appropriately.

What Happens Next

After you submit a ticket, Tenna triages the request, sets a priority, and brings in the right resources to resolve it. The Support Desk aims to respond to new tickets within three days, and sooner whenever possible. Response and resolution times vary based on the priority and complexity of each issue.

To follow up, reply to the existing ticket thread by email so your update stays with the original request, or call the Support Desk. Avoid opening a new ticket for an issue you have already reported.

If you do not receive a response, check your spam or junk folder and confirm that emails from Tenna are not blocked by your email provider.

If you need to escalate a ticket or are not satisfied with the support you received, please contact your Account Manager who will engage the appropriate Tenna teams to resolve the concern.

See How to Utilize the Knowledge Base and Help Resources for steps to submit a ticket.