Submitting a ticket is how you let Frogworks know you need us to look into a technical problem. While managing our client’s entire IT infrastructure or just part of it, we face bigger issues than small incident tickets. We are constantly behind the scenes handling incidents, firewalls, projects, and managing your data so you can worry more about your business and less about your technology.

How do you submit a ticket?

Email us at Help@getfrogworks.com or call if urgent (240)-880-1944

What information goes in the email to Frogworks?

Now you are thinking, What do I include in that email?

The subject line should be the problem, then in the email you need to include:

  • Best way to reach you.
  • When can we reach you.
  • How long the problem has been going on.
  • How many people are affected.
  • Computer name (if unsure we will let you know)
  • What job function is lost.

The more detail in the email the better we can help you. Including how urgent the problem is will help us prioritizes your request and handle the most urgent ones first.

Resolution Ticket Time

At Frogworks we prioritize customer service requests based on the impact of an issue. But remember not all problems are created equally, this is why there is not a definite time for a ticket to be resolved. At Frogworks we will try to resolve all issues as quickly as possible.

Can I follow up?

We understand that things change on your end and if you haven't heard back from us in a day or few hours, don’t hesitate to follow up! We're always happy when customers let us know they need more information about their problem so it can be resolved as quickly as possible.