Opening a Help Desk Ticket
When you need assistance or want to report an issue, Team Rubicon's Help Desk system is here to help. This page will guide you to the right support team for your specific needs.
Special Situations
Greyshirts with Active Deployments If you have received dispatch orders and need immediate human assistance, contact the Point of Contact (POC) listed on your dispatch orders. For other needs, follow the standard help desk guidance below.
Command & General Staff (C&G) For assistance with the Request for Mobilization system, use the operations "C&G" Teams chat or contact your field leadership point of contact.
Quick Links
All Help Desk Categories
To see all available support options (Training, Finance, Volunteer Management, etc.) View All Help Desk Categories
New Mobilization Ticket
For mobilization-specific issues, questions, and requests Open Mobilization Help Desk Ticket
New Technology Ticket
For technical issues with systems, software, and IT support Open Technology Support Ticket
When to Use Each Type
| Open a Mobilization Ticket For: | Use General Tech Support For: |
|---|---|
| Questions about mobilization policies or procedures | Roll Call access issues |
| General deployment travel questions (active deployments should use Roll Call or their POC) | Help Desk KBA issues |
| Mobilization KMS access issues | Accounts & Software requests (not MyMobilization) |
| Outdated or incorrect mobilization content | Hardware/Software requests |
| Suggestions for mobilization process improvements | Printer, phone, or hardware support |
| General mobilization questions | General technology questions |
Tips for Opening Effective Tickets
Be Specific: Include as much detail as possible about your issue or question
Include Context:
- What were you trying to do?
- What happened instead?
- What error messages did you see?
Attach Screenshots: Visual information helps resolve issues faster - screenshots can often explain an issue better than words alone! (Mobilization LOVES screenshots, please include the FULL screen including address bar)
What to Expect
- Acknowledgment: You'll receive an automatic confirmation when your ticket is submitted
- Response Time: Response times vary by complexity and support team workload
- Updates: You'll be notified of any status changes or when additional information is needed
- Resolution: The support team will work with you until your issue is resolved
If you're unsure which help desk to use, start with the Mobilization Help Desk for any mobilization-related questions - they can redirect you if needed.