HelpDesk Chat Basics

Created by Joe Stillman, Modified on Thu, 18 Aug, 2022 at 4:57 PM by Joe Stillman

Wycliffe USA

v20220816.JS

Purpose and Scope

The purpose of this document is to walk you through how to access and initiate a chat session using the Wycliffe USA HelpDesk (or HelpDesk for short).

The Wycliffe HelpDesk has a chat feature that allows you to chat directly with Wycliffe IT staff.

This can take the place of creating a ticket or sending an email to the Wycliffe HelpDesk.

Using the Wycliffe HelpDesk Chat will not change the priority of your issue and will still be answered on a first come, first served basis along with other tickets, phone calls and walk-ins.

Accessing Wycliffe HelpDesk Chat

Navigate to the Wycliffe HelpDesk

CLICK HERE to navigate to the HelpDesk.
- https://helpdesk.wycliffe.org/
You will be greeted with the following landing page in the screenshot below.
Click on the green chat icon in the bottom right of the screen.

Initiating a Wycliffe HelpDesk Chat Session

A chat window will pop up from the corner of the screen.

To start a chat, click on the Chat with us box at the top of the chat window.

Once the chat session starts, it will ask a few questions before connecting you to a Wycliffe IT staff member.

Be as descriptive as possible when describing your issue. If your description matches a Knowledge Base article, it may suggest a self-help link that you can click on.

Otherwise, after answering these questions, you will be placed into a queue and a Wycliffe IT staff member will be with you as soon as they are available to help.

If your issue is not able to be resolved quickly via the chat session, it may be converted into a ticket and the Wycliffe IT staff person will continue to handle the issue using the ticket instead.

Once your chat session has ended, you may close this window.

For more articles on using the Wycliffe HelpDesk, you may read the following articles:

For further information or if you have any questions, please contact the Wycliffe HelpDesk.