Using the AI Service Desk  (aka Help Desk, Ticketing System, Freshdesk) is the best way to let us know that you need some help.

 

 

 

How to submit a ticket: 

 

  1. Login to the AI Service Desk-  https://support.associationsinternational.com
  2. Click New in the top right-hand corner
  3. Fill in the fields with as much information as possible. The more complete the ticket the quicker it will be resolved.

 

 

 

Or

 

  1. Email – [email protected] 
  2. Have a descriptive subject line with the problem, it will become your ticket subject
  3. Type in the body of the email as much information as possible. 
  4. If urgent type "URGENT" in the subject line

 

  


Ticket Fields explained

 

 

 

Service Area

 

  • AMS   
  • Computer Problem - Anything hardware or software related, to your computer specifically should go here. If Word isn’t working correctly, or your computer won’t turn on, or if you are getting popups, this is the category you want to choose.
  • Email Problem- This includes anything to do with email - undeliverable mail, Outlook issues, setting changes, etc.
  • Employee Change - This involves any changes in access that may be needed in the system. This category will be mostly used for HR, but available to everyone where appropriate
  • Loaner Request
  • Phone - Poor call quality, International Calling, Voicemail/Password issues
  • Online Marketing Help
  • Other If your ticket does not fit into the above, please choose another. We will periodically review any tickets submitted as “Other” to evaluate the need for other categories.
  • System Down
  • Website Help

 

 

 

Priority

 

  • Urgent - The issue needs to be resolved IMMEDIATELY. A major function of the association is currently down and not working (Website, Registration, Email, etc.). ETA for first response: 30 minutes.  Tip: This will immediately notify all AI IT staff and should be used in case of extreme emergencies. 
  • High - Issue needs to be addressed soon; a major function of the association currently has a problem or is not working fully. ETA for first response is 1 hour during business hours
  • Medium - Issue needs to be addressed within a few days. A minor function of the association is currently not functioning (adobe, email/spam issue, etc.) or a request is made (report, equipment, software). ETA for the first response is 2 hours during business hours.
  • Low - Issue needs to be addressed within a week or two. The very minor function of the association has a problem, or a request is made.  ETA for the first response is 24 hours during business hours. 


[email protected]

[email protected]