Why Support Requests Should Go Through the Help Desk (Not Directly to Technicians)

We love building strong relationships with our clients, and that often means you know our technicians by name. However, when support issues come up, it’s important that requests go through our official support channels, not directly to individual technicians.

This post explains why contacting the help desk is required, how it helps you get faster service, and how it protects both your organization and ours.

What we mean by “contacting technicians directly”

This includes:

  • Calling or texting a technician directly

  • Sending direct emails or messages to a technician

  • Asking a technician to “take a look” without a ticket

  • Submitting requests informally through side conversations

While these requests are usually well-intentioned, they create problems behind the scenes.

Why direct technician requests cause delays

1. Requests can be missed or forgotten

Technicians may be:

  • Working another ticket

  • On-site with a different client

  • Out of the office

  • On call for emergencies

A request sent directly to one person can easily be delayed or lost.

2. No ticket means no tracking

Without a ticket:

  • There’s no official record of the issue

  • No priority or severity is assigned

  • No visibility for the rest of the team

  • No accountability or audit trail

Tickets ensure your issue is seen, tracked, and resolved.

3. The wrong technician may be contacted

Not every technician specializes in every issue.
The help desk ensures:

  • The right technician is assigned

  • Issues are prioritized correctly

  • Escalations happen smoothly if needed

This often results in faster resolution, not slower.

Why the help desk improves response times

When you contact our help desk:

  • Your request is immediately logged

  • Priority is assigned based on impact

  • The entire team can see the issue

  • Coverage exists even if someone is unavailable

This allows us to respond efficiently and consistently.

Security, approvals, and accountability

Many support requests involve:

  • Access changes

  • Security settings

  • Software installs

  • Costs or licensing

Routing requests through the help desk ensures:

  • Proper authorization is verified

  • Requests are documented

  • Security and compliance requirements are met

This aligns with best practices and expectations under frameworks such as HIPAA, CMMC/NIST, PCI-DSS, and general governance standards.

How to submit a support request

To ensure the fastest and most accurate response, please use one of the following:

  • Call our office directly

  • Submit a ticket through the support portal

  • Email our designated support address

These channels ensure your request is handled promptly and correctly.

What to do in urgent situations

If something is urgent:

  • Call the office so it can be prioritized immediately

  • Clearly explain the impact (e.g., “users can’t work”)

Even urgent issues still need to be logged so they can be tracked and followed through.

Our recommendation

To provide consistent, reliable support for all clients, we ask that:

  • All support requests go through the help desk

  • Technicians are not contacted directly to open cases

  • Tickets or calls are used for all issues, large or small

This helps us serve you better, respond faster, and maintain clear communication and accountability.

If you’re ever unsure how to submit a request, just ask — we’re happy to help.

Al Davis