How to Request IT Support via Email

The IT Department uses the Mojo Helpdesk ticketing system to manage all support requests efficiently. The fastest and easiest way to create a ticket is by sending a simple email.

Easy Steps to Create a New IT Support Ticket

You can bypass the online portal or phone-based help desk entirely by sending an email directly to the IT support address.

  • Open a New Email: Create a new email message from your official Germantown-TN.gov email account.
  • Send to: Address the email to the IT support address: informationtechnology@germantown-tn.gov
  • Subject Line: Write a clear, descriptive subject line. This line will become the Title of your ticket.
    • Good Examples: "Can't Print to the HP Laser on the 2nd Floor," "Need access to the Shared Communications Folder," "Outlook is crashing after login."
    • Bad Examples: "Help," "IT Problem," "FW: Important."
  • Email Body: In the body of the email, provide all the essential information IT needs to resolve your issue quickly:
    • What is the problem? (e.g., "My computer screen is black," "I can't log in to Central Square.")
    • What is the urgency? (e.g., "High: Can't perform core job duties," "Medium: Minor inconvenience.")
    • What steps did you already take? (e.g., "I restarted my computer," "I tried three different passwords.")
    • Where are you located? (e.g., "My office in City Hall, main floor," "Working remotely.")

What Happens Next?

Once you send the email to the address above:

  • Ticket Creation: The Mojo Helpdesk system will automatically create a new support ticket.
  • Confirmation: You will receive an automated email reply confirming your ticket number (e.g., "Ticket #GTSUPPORT-1234 has been created").
  • Communication: All subsequent communication with the IT team will happen via email and will be automatically added to the corresponding ticket number.

Important Tips for Fast Service

  • Reply to the Thread: If you need to add more information or reply to the IT Technician, always hit "Reply" to the ticket confirmation email. This ensures your message remains attached to the correct ticket.
  • One Issue Per Email: Please send a separate email (and thus create a separate ticket) for each unrelated issue. This helps IT properly categorize and route your requests.