NEWS: How to Get ActiveNet Support

From: Alisa Vural
Sent: Monday, December 2, 2019 11:15 AM
Distribution: Entire Metro YMCA Staff Team
Subject: NEWS: How to Get ActiveNet Support

 Good morning, everyone.

We have been fully live with ActiveNEt for 8 weeks. We are still working to find the best way to support everyone as we all learn the system better and get used to all the changes. Effective immediately, the BEST way to get ActiveNet staff (not member) support is through the ActiveNet ticket portal. This is the same ticketing system that our Help Desk team uses for IT issues, so it will be familiar to you. There is a special link set up for you to enter ActiveNet tickets.

What are the benefits to me?

·         Tickets are monitored by a team of people. This ensures that your ticket will get triaged quickly and attention as soon as possible. Your request won’t sit in someone’s email or voice mail box, waiting for them to get to it during a busy day.

·         Tickets can be directed to the person best capable to help. You don’t have to figure out who to email, and multiple people won’t work on the same request if they are all emailed.

·         Notes and updates can be added to your tickets so you can see progress and prioritization.

·         We can track issues and watch for patterns around the Association that might indicate systemic problems or training needs.

Can’t I just call someone?

Yes, you can! They can put in the ticket while you are on the phone. However, if you don’t get them on the phone, please submit a ticket. It is faster than leaving a voice mail!

If you don’t use the ticketing system, there can be a delay in getting a response to your need.

How do I use it?

·         To get to the portal: Internet Explorer > Staff Home Page > ActiveNet Staff Support Portal

·         The first time you use it, you will need to enter your email address. This will help track who submits the ticket without you having to enter it every time.

·         Bookmark the page when it comes up.

·         Submit your ticket!

Please call or email if you have any questions or comments – or put in a ticket! We all look forward to seeing tickets and helping support you.

Regards,

Alisa

Alisa D. Vural
Chief Financial Officer
Metro YMCAs of the Oranges
139 E McClellan Ave, Livingston NJ 07039

The Y.  So Much More™