State of Wisconsin Department of Health Services

Genesys Cloud CX

Release 25-01 April 9, 2024

11.1.2 Opening a Ticket

Tickets can be opened by using one of the following ticket methods:

• Email: helpdesk@wi.gov (preferred)
• Phone: 608-261-4400 (Madison) │ 866-335-2180 (Toll-free)
• State employees may use the Cherwell Portal

To expedite the triage process, it’s strongly recommended to include the following in the subject line and body of the email.

Subject Line

The subject line needs to clearly describe the overall issue and mention Genesys. 

Do	Don't
Cannot log into Genesys Agent Desktop Unable to download recordings in Genesys Interaction Recording Genesys new user request Please set the Genesys Technical Business Event	Genesys Problems Genesys Issue Genesys isn’t working Trouble with Genesys

 

Description

Include “Please assign to DHS Genesys Cloud Support Team” in the beginning of the email or description (not in the subject line). 

Include a description with any details relevant to the issue(s), including:

• Name and email
• Genesys phone the agent is logged into
• Connection ID (for calls)
• Screenshots (If including a screenshot with your ticket, use the Snipping Tool available in the Windows operating system. This method is preferred over Ctrl+Alt+PrtScn.)
• Thorough description of what the user is experiencing 
• Time/date of the incident
• Any error messages
• Any steps that could be used to reproduce the problem
• Any troubleshooting steps completed before opening the ticket

Note	Tickets missing the above information may be routed incorrectly or take longer to gather information necessary to resolve.

---

Notice: The content within this manual is the sole responsibility of the State of Wisconsin's Department of Health Services (DHS). This site will link to sites outside of DHS where appropriate. DHS is in no way responsible for the content of sites outside of DHS.

Publication Number: P-03208