Knowledgebase:
Support from Virsage: Quick Reference Guide
Posted by Andrea Montgomery, Last modified by Andrea Montgomery on 09 March 2017 09:33 AM

Support from Virsage: Quick Reference Guide 

View/Submit Tickets Online, Find Answers Online

Register at support.virsage.com so that you can submit tickets, view/update your existing tickets, and search the knowledge base.   

  • Click here for information about registering to use the online ticketing portal.
  • Click here for information on using our knowledge base.
  • Click here to see how to view and update your support tickets.
  • Rate our service and subscribe to the newsletter to get updates from Virsage Support.
  • Enroll in our password self-service and reset your own password for the Citrix desktop and/or email.
  • Add your email to a new smart phone or a new computer.
  • Set up Citrix receiver on a new computer or tablet
  • Trouble printing.
  • Tips for using O365.
  • Tips for using
  • And more….. using our online knowledge base.

Normal Business Hours:  Monday –  Friday   7:00am – 5:00pm MT

 

Critical or Urgent Issues

During business hours

Submit a ticket via the website at support.virsage.com and mark the ticket as ’Priority 1’

……..  OR   ….…

Send an email including the word Urgent in the subject line to support@virsage.com

 

Outside of business hours

Submit a ticket via the website at support.virsage.com and mark the ticket as ’Priority 1’

……..  OR   ….…

Send an email including the word Urgent in the subject line to support@virsage.com

……..  OR   ….…

Leave a voice mail 720-881-3800.  All of these will page the on-call technician.

Please provide the following information on all support requests:

  • Your Name
  • Company Name
  • Location (ie: what branch, working at home)
  • Phone Number and email address
  • Summary of the issue/request
  • When did the problem start?
  • Requested due date
  • Is the issue effecting other users, if so, specify username/locations
  • Any recent changes you are aware of?
  • Is the system down?

NOTE:  Your subject line and description helps us reply more effectively, please provide as much information as possible. 

**Updated 3/1/17

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