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Welcome to a video tutorial demonstrating the direct and simple nature of using AT&T
Express Ticketing. To get started, you can access Express Ticketing online at att.com,
forward slash express ticketing. At the opening page, let's take a minute to review the Menu
tab at the top right. Here you will find helpful information, and a Home key that will always
take you back to the opening page. To report your trouble, first click on the Create Ticket
button, and then verify that your site has power by clicking the Yes button at the next
screen. Now you need to enter your service ID. If you don't know how to format your Service
ID, click the "I don't know my Service ID" link, where you can select from several options,
and let the wizard fill in the blanks for you. If your circuit ID is not found, you
will have an opportunity to have a live chat with an agent. At the next screen you will
have to select the state where your service resides, and once the inventory has been found,
there will be an option to view your ticket history, or to continue with creating your
trouble report. As you continue to the ticket details screen, select the type of trouble
that you are experiencing. If you have your own internal ticket number, we've provided
an optional field just for that. You must authorize AT&T to test and-or dispatch to
your site. Test authorization will perform an intrusive test, which will take your circuit
down during testing. Dispatch authorization will dispatch an AT&T technician to your site.
Be aware, if NO trouble is found in the AT&T network, you may incur a service fee. At the
next screen you will be able to write a brief description of the trouble, and use the more
information field if necessary. Then Express Ticketing will need the primary contact information
and local contact, if the two are different. This will default to your own information.
Next you will need to declare your site's access hours; that being the hours during
which AT&T can get access to your site, if a dispatch is necessary. You may select from
a pre-defined set of access hours, or use the multi-day-edit button if needed. At the
ticket summary page, you must first review and accept the AT&T terms of Use. Then, select
whether or not you would like to receive automated updates, and here, choose your preferred contact
method. Now click the Submit button, and when the ticket is created successfully, you will
be provided with an AT&T trouble ticket number. Back at the home page, you can now request
the status of your ticket. Enter your ticket number and select your state. Then you'll
be presented with your ticket's most current status. You will have the option to view the
ticket log depending on the type of service, escalate your ticket, or request closure if
your trouble has cleared and assistance is no longer needed. Toward the bottom of the
screen, you can also add a log note if you need to provide additional information for
the issue, and you can refresh the information on this status screen. If you have a question at any time, there is
a "Chat Now" feature available in the top corner of the window, to chat with a live
agent. You may request to close the ticket at any time, if assistance is no longer needed.
This concludes our demonstration of Express Ticketing. We appreciate your feedback; by
clicking the feedback link at the bottom of this window, please take a few minutes to
let us know about your experience with AT&T Txpress Ticketing.