Toshiba and Sharp copiers

Then describe the issue. Be specific: error codes, which tray, what the paper looks like coming out, whether it happens every time. NextGen calls back to arrange an on-site time, and a good description means they arrive with the right parts.

If you want the callback to go to a particular phone number or extension, say so in the ticket. Otherwise they'll use the number on file for your school.

Use this category only for on-site repairs. Tickets submitted under other categories don't reach NextGen and will be delayed.

After you submit

You'll get an automatic email confirming the request went to NextGen. Keep it. If you don't hear back from NextGen in a reasonable time, the service is poor, or you need to escalate for any other reason, reply to that email. That re-opens the ticket on our side and we'll chase it.

HP printers

NextGen does not service HP devices. For HP support, call the number on the sticker on the printer itself.

Printing and scanning problems that aren't repairs

For anything that isn't a broken device, use the Printing Issues category in the help desk. Examples:

• A printer is missing from your list
• Can't print from a specific computer or program
• Scan to email isn't working
• Print quality questions where the device otherwise works normally

Quick reference