We understand that new technologies can be a challenge and even frustrating. We do our best to explain and provide customer service and support. Here is a brief overview about using the HelpDesk.

Departments
This is the Ideal Help Desk and it is divided into Departments to help direct your inquiry and provide you with a fast response to your inquiry. We are a small business, but we do have more than one person responding to Help Desk inquiries. Please select the appropriate department when submitting a help desk ticket.

Knowledge Base
We add information to the Knowledge Base that we hope you find beneficial. You may want to search the Knowledge Base to find answers you may be looking for quickly.

Help Desk Process:
1. Register for an account so that your questions are private.
2. Create a ticket and send it to our staff
3. You receive an email notice when our staff responds to your inquiry
4. Login to the help desk and read the response
5. Send a reply if you need more information or explanation
6. Once your inquiry has been answered to your satisfaction, login and close the ticket
7. When you click 'close ticket' you have the opportunity to rate the quality of service
8. When you click 'close ticket' you have the opportunity to enter your feedback in confidence

Procedures:
Please use the following procedure when you need to inquire or request technical support.  

1. When you open a new ticket, choose the department that best relates to your topic. On any given day, especially over holidays, we engage offsite contractors as part of our Technical Team to respond to Help Desk inquiry tickets. (These are highly skilled professionals, including programmers, designers and writers that we know to be proficient.) Please describe your inquiry as completely as possible... because when you have a technical question, our technicians must be able to recreate your issue before it can be diagnosed and advice offered.

2. Create descriptive subject line using 3 to 5 words, so it's easy to locate your inquiry when you receive a reply.

3. Use the same Help Desk ticket number to follow that inquiry through. Don't start a new ticket when one is already open for the same subject.

4. Open a separate ticket for each subject so that a history can be established and each inquiry can be responded to timely.

5. It may take more than one reply for you to receive the information you need. Feel free to reply to a staff response when needed.

6. Please do rate the service you receive so we can work to improve our customer services for you. This provides another way to moderate whether we are providing you with the service and support we promised.

7. If at any time you are not completely satisfied with products and services you receive, we promise to do all we can to rectify the situation. So please submit your feedback. Thank you.

Estimates and Billing:
Sometimes our customers need technical support, such as help installing software. In this case, you can open a ticket and request support.

You receive an estimate. The estimate will include the fee, if any. To order the support, you first buy the number of credits needed to cover the cost of the project you request.

To buy credits, click the "Pay Now" link. You will buy the estimated number of credits using PayPal.

Once the paid credits are in your account, you select the credits to apply the payment to the related estimate ticket.

You then receive confirmation and your project begins.