Help Desk

The INDDC help desk system is setup to manage all customer requests regarding billing, tech support, new service requests and other inquiries. Click here to add a new ticket.

Support Hours

Click here to download Remote Help Desk

How our Ticket System Works

1. Our customers call, email or fill out a form, which creates a ticket in our Help Desk system.
2. Technicians view open tickets that are assigned to them based on category and skill set.
3. When a technician has made progress on your ticket, you will receive emails regarding that progress (unless the problem is that you can't get email).
4. Please check these emails to view any new information we have sent you, or that we need from you to complete the ticket.
5. You can easily reply to the emails you receive to make sure the reply you send gets attached to the correct ticket.
6. When the work to be done on the ticket is completed, you will receive an email regarding the fact that it is done.
7. When the ticket is closed, you may receive an email regarding an online survey. We ask some some simple questions regarding our level of support and if there is anything we can change.
8. All archived tickets that have been created under your account (since 10/20/02) can be viewed in the MyAccount section of our web site. You will be able to view the Problem and the Solution. You will need the main username and password on the account to view this.

Priority Levels Description

We have setup specific levels of priority for all tickets. When you call, email or fill out the form for creating a ticket we would appreciate knowing what level of priority you would like assigned to the ticket. Below are the explanations of each priority level:

• P1 - There is a critical impact to your operations; core business functions are inhibited. Tickets with a priority level of P1 receive the full-time attention of a dedicated task force 24 hours a day 7 days a week. We expect you too will commit resources 24x7 to address this issue.
• P2 - There is a significant impact to your operations, some functions may be severely impacted while others continue normally. Tickets with a priority level of P2 receive the full-time attention of a dedicated technician during normal business hours. We expect you too will assign a full-time staff member to work with us toward resolution of this matter.
• P3 - There is a minor impact to your operations - most functions continue. Tickets with a priority level of P3 receive attention during normal business hours. We do not expect you to dedicate full-time personnel to this matter, but prompt replies by you will be needed to resolve this matter in a reasonable time frame
• P4 - Your request is of an informational nature and there is clearly little or no impact to your operations. Tickets with a priority level of P4 receive resources on an "as-available" basis. We do not expect you to dedicate full-time personnel to this matter and anticipate the majority of our contact will be by email.

Your Ticket History

Each customer is able to view their ticket history, including currently open tickets. In order to view these tickets, you will need your main username and password for your account. Log into MyAccount and click on the 'Tickets' tab.