Help Desk: Submitting a Ticket via E-Mail
Those requiring the support of HPG IT can easily and quickly do so via e-mail. The email address to use for all it issues is: help@hpgbrands.com
- To start, create a new email message and in the To: field input help@hpgbrands.com
- In the subject field, input a short and direct summary of what your issue is.
Below is an example of a good subject:
Computer will not power on and makes beep
Below is an example of a bad subject due to it being too short:
Computer Issue
Below is an example of a bad subject due to it being too long:
Computer is making a loud beeping noise when I plug it in, and I try to power it on. It will not power on. This happens has been happening all day.
- In the body of the message, provide as much detail about the issue as you are able. HPG IT can react to and resolve issues more effectively when more information is provided. Providing screenshots or images of the issue can help jump start issue resolution and troubleshooting.
If HPG IT feels that there is not enough information provided they will request additional information from the requester or their supervisor.
- If your supervisor and/or manager needs to be notified of the issue, put them into the CC: field of the message and they will be included in all help desk communications for the issue.
- Send the message when ready. HPG IT will do their best to respond to all issues within their established Service Level Agreement (SLA). The SLA rules are shown below:
IT Infrastructure SLA Policy
Response within 20 minutes for Urgent priority issues, 30 minutes for High priority issues, and 2 hours for all other issues.
IT Software and ERP SLA Policy
Response within 30 minutes for Urgent priority issues and 2 hours for all other issues.
Note: Priority is set by rule or manually by the IT agent or supervisor. Employees and managers will not be permitted to dictate the IT team's priorities.
After submitting the request, the help desk will send an automated reply to let you know the message was received. You can check on the ticket status by logging into https://helpdesk.hpgbrands.com