11.6 Submitting a Genesys Support Ticket
After referring to the Troubleshooting sections of this guide and the issue is still not resolved users must submit requests to the State of Wisconsin Help Desk for additional troubleshooting support. The Genesys Cloud Support Team receives and tracks support requests via the Wisconsin Help Desk.
General questions can be sent to: dhsgenesyscloudproject@dhs.wisconsin.gov
Examples of general questions include:
- How do I open a specific report?
- How do I subscribe to a specific report?
11.6.1 Who Should Submit a Ticket?
Requests for support should come directly from the user after all attempts to troubleshoot have been made by the user, local admins, supervisors, and IT/Telecom personnel.
The following requests should only be received from Genesys Admins or Supervisors:
- User add, edit, or deletes
- Change in hours of operation
- Business event requests (meeting, special, technical, etc.)
- Call flow change requests
11.6.2 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.
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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 Username
- Genesys Place the agent is logged into
- Connection ID (for calls)
- Screenshots
- 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
Show/Hide Example email ticketShow/Hide Example email ticket
| Note: | Tickets missing the above information may be routed incorrectly or take longer to gather information necessary to resolve. |
11.6.3 Escalation Process
Single user issues are not critical or high priority. Do not escalate these issues.
For “Critical” or “High” priority issues, cc dhsgenesyscloudproject@dhs.wisconsin.gov when using email to submit a ticket to the Wisconsin Help Desk. If the ticket is called in or opened through the portal send the ticket number to dhsgenesyscloudproject@dhs.wisconsin.gov.
Critical or high priority issues are defined as:
- System unusable for all users with no workaround.
- Issues that have significant repercussions for all users but do not render the whole system unusable.
- Multiple users or multiple locations unable to receive or make calls, having a significant effect on a call center’s ability to operate.
This page last updated in Release Number: 23-02
Release Date: 7/20/2023
Effective Date: 7/20/2023