Tech Support: Tickets and Tech on Call
Microsoft Teams
We provide two support methods for all issues, training, and requests. Our PT Support ticketing app is helpful for non-emergency issues. In addition, our Tech on Call number, 469-577-9364, is ideal for mid service/event emergency technical failures or issues. Check out the info below to better understand the difference between the two methods of support.
PT Support App
The PT Support App is our ticketing system for all things tech and operations related with their own designated forms. These tickets are monitored and responded to within the team's working hours, for the tech team that is Monday - Thursday 9am - 5pm. All tickets submitted outside of those hours will be worked on the following business day.
For a reminder on how to use the PT Support App, check out this scribe!
When to submit a tech ticket:
If you are having a technical issue with your staff device or a piece of production equipment outside of an event.
You have a Microsoft question, issue, or request.
You would like training from our team.
You need a piece of production gear purchased.
You need to check out a piece of production gear.
Ticket procedures:
Include as much information as possible within the ticket, including, everything you have done so far to troubleshoot the issue.
When we message you in the ticket, ensure you click the Reply button on the message, do not reply like a normal message in Teams or Outlook.
Please, do not submit a ticket and then immediately message someone on our team about it. All correspondence will happen within the ticket.
Tech on Call
Our Tech on Call hotline is used for all emergency technical issues during events, groups, and weekend services. Know You can call or text us for issues at 469-577-9364.
Any support calls made outside of the team’s working hours will likely have a much slower response time. It is important for you to resource yourself through training prior to your event. Tech on Call is not a means to receive last minute training. It is an emergency line for issues that were beyond your control.
When to call or text Tech on Call:
You are having an issue with Checkin Kiosks on a Sunday morning or during your event or group meeting.
You are leading a group or working an event and are having issues with the technical gear in the room you're using.
Anything you need to relay to the tech team on a Sunday morning.
Tech on Call procedures:
If you call and someone doesn't answer, please send us a text at the same number.
When you text, give us as much information as possible. Including, the exact location, gear you're having issues with, and what you have done to troubleshoot.
Situational Examples
Ticket - The Backyard Resource room Canon printer is not working and you're unable to print to it.
Ticket - You are having any issue with Teams on your phone.
Tech on Call - You arrive for MomCo and you are having problems with the Checkin Kiosks and can't get kids checked in for KidCare.
Tech on Call - You're running an event in the Backyard theater and you're having issues getting any audio to work.
Ticket - You have a request for an application to be downloaded on your computer.
Tech on Call - You are hosting a group in any of the TK venues and are currently having a problem screen sharing your content.