Employees of WFAA can submit issues (tickets)in four ways:
Campus partners and affiliates can submit a ticket using the first two methods.
Submit an email to firstname.lastname@example.org.
You'll receive a confirmation email at the address from which you sent the email. Expect to receive a response from an agent assigned to your ticket within two hours, during business hours.
When it's a good idea: anytime you have access to email.
Call (608) 264-2275 during business hours (typically: 7:30 a.m.-5:30 p.m. Monday-Friday) to be connected with an agent. These agents will assist you with general technical issues. If you have a question concerning a specific fund, business process, or constituent, please instead direct your inquiry to the WFAA front desk.
If no one is available to answer your call, leave a voice message. This also creates a ticket and allows us to assist you when we return to the office.
If you are calling from a known phone number or have a Help Center account, you'll automatically receive an email receipt after making the call.
When it's a good idea: when you can't access your computer; when it would be easier to describe the issue over the phone.
WFAA employees can chat with a Help Center agent if they've logged in to the Help Center. Simply click the chat icon on the home page of the Help Center during business hours to be connected with an agent.
When it's a good idea: when you need an immediate technical response from a front line agent; when you have a software update or need software installed.
Use the Submit a Request form on the Help Center homepage if you're logged in. This will allow you to categorize your issue and is particularly useful for certain business requests.
When it's a good idea: gift processing requests; OnBase (documentation) requests; to report an issue to maintenance (operations).