Quick reference

• Support site: l18.help
• Support email: support@layer18.com
• Metro Vancouver: +1 (604) 923-1212
• Toll-free Canada: +1 (844) 444-4518
• Toll-free USA: +1 (855) 444-4518

Introduction

At Layer18.com, we understand that managing IT issues efficiently is critical for maintaining smooth operations. Our IT ticketing system is designed to be a centralized platform that simplifies the process of reporting, tracking, and resolving technical problems and IT service requests. Acting as a bridge between end users and our IT support team, the system ensures that every problem is documented, prioritized, and addressed in a timely manner. This structured approach helps to enhance communication, reduce downtime, and improve overall productivity.

When to submit a ticket

• Technical issues: If you encounter any technical problems with a workstation, server, software, or network, submitting a ticket allows our support team to document, prioritize, and address the issue promptly.
• Password resets: For password resets, submitting a ticket ensures the fastest response time.
• IT service requests: For tasks like new user provisioning, software installations, or other IT requests, submitting a ticket ensures that the request is tracked and handled systematically.
• Non-urgent, after hours: Submitting a ticket after hours will ensure the ticket is actioned as soon as a support technician becomes available.

When to make a phone call

• Urgent issues: If you’re experiencing a critical issue that requires immediate attention and cannot wait for a ticket to be processed, a phone call ensures that you get prompt support.
• Complex problems: When dealing with complex technical problems that are difficult to explain in writing, a phone call allows for clearer communication and quicker resolution.
• Immediate clarification: If you need quick clarification on a specific issue or require instant feedback, speaking directly with a support technician can save time and prevent misunderstandings.
• Escalation: If a previously submitted ticket has not been addressed in a timely manner or needs urgent escalation, calling Layer18.com can expedite the process.

When to contact your account manager

Your account manager serves as your primary point of contact and can help facilitate strategic IT discussions.

• Strategic IT decisions: When making significant IT decisions, such as integrating new technologies or planning for future growth, your account manager can offer insights and guidance to align these decisions with your organization’s goals.
• Meetings and consultations: If you need to schedule a meeting or consultation to discuss your IT needs, project plans, or any other concerns, your account manager is the best point of contact to arrange and facilitate these discussions.
• Service plans and billing: If you have questions about your current service plan, need to discuss billing issues, or are considering upgrading your services, your account manager can provide detailed information and tailored recommendations.

Submitting a support ticket

By email

Submitting a ticket by email is a convenient way to report technical issues or request IT services. Follow these steps to ensure your email ticket is processed efficiently:

1. Use your business email. Send an email to support@layer18.com.
2. Include:
   • Description: a detailed description of the question, request, or issue.
   • Due date or urgency: when you need it, or how urgent it is.
   • Photos or screenshots: when applicable, to help the support team understand the problem better.
3. Multiple unrelated requests: send them as separate tickets so each one can be tracked, actioned and resolved.

In the ticketing portal

Signing in to the portal

1. Open your web browser and go to l18.help.

2. Select Option 2: Ticket System, then enter your business email address and password.

   If Single Sign-On (SSO) is enabled for your organization, the password field will be greyed out and you’ll be sent to your organization’s sign-in page instead.

   

3. Multifactor authentication: enter your MFA code.

   If this is your first time signing in, you’ll be asked to register for multifactor authentication. If you use an authenticator app, you’ll enter two different 6-digit codes, one after the other.

   

Submitting a new ticket

1. Click “Create New Ticket”.
2. Enter a subject and description.
   • Subject: a brief, clear line summarizing the problem.
   • Description: a detailed description of the question, request, or issue.
3. Include:
   • Due date or urgency: use the Severity menu on the left-hand side.
   • Photos or screenshots: when applicable.
4. Multiple unrelated requests: submit them as separate tickets.

Following up on a ticket

The ticketing portal lists all your open and closed tickets. To follow up, select the ticket and enter your response.

Employee onboarding

1. Change the form: on the left-hand side, change the form from “Default” to “Employee Onboarding”.
2. Enter a subject and description: a brief subject line, and a short description of the onboarding request.
3. Complete the form on the left-hand side with all the information needed for the onboarding.
4. Click “Submit” to send your onboarding request.

From the system tray (Windows)

1. On the right-hand side of the Windows taskbar, click the papaya orange and blue square.

   

   

2. Fill out the form.

   

Calling Layer18 Support

If you need immediate assistance, you can reach Layer18.com Support by phone:

• Metro Vancouver: +1 (604) 923-1212
• Toll-free Canada: +1 (844) 444-4518
• Toll-free USA: +1 (855) 444-4518

Contacting your account manager

Your account manager’s contact information is shared separately with key people in your organization. If it changes, the updated details will be sent to them again.