11.2 Submitting a Genesys Support Ticket
Users must submit requests to the State of Wisconsin Help Desk for additional troubleshooting support. The Genesys Cloud Support Team receives and tracks support requests via the Wisconsin Help Desk.
General questions can be sent to: dhsgenesyscloudproject@dhs.wisconsin.gov
Examples of general questions include:
- How do I open a specific report?
- How do I subscribe to a specific report?
11.2.1 Who Should Submit a Ticket
Requests for support should come directly from the user after all attempts to troubleshoot have been made by the user, local admins, supervisors, and IT/Telecom personnel.
11.2.2 Opening a Ticket
Tickets can be opened by using one of the following ticket methods:
- Email: helpdesk@wi.gov (preferred)
- Phone: 608-261-4400 (Madison) │ 866-335-2180 (Toll-free)
- State employees may use the Cherwell Portal
To expedite the triage process, it’s strongly recommended to include the following in the subject line and body of the email.
Subject Line
The subject line needs to clearly describe the overall issue and mention Genesys.
| Do | Don't |
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Description
Include “Please assign to DHS Genesys Cloud Support Team” in the beginning of the email or description (not in the subject line).
Include a description with any details relevant to the issue(s), including:
- Name and email
- Genesys phone the agent is logged into
- Connection ID (for calls)
- Screenshots (If including a screenshot with your ticket, use the Snipping Tool available in the Windows operating system. This method is preferred over Ctrl+Alt+PrtScn.)
- Thorough description of what the user is experiencing
- Time/date of the incident
- Any error messages
- Any steps that could be used to reproduce the problem
- Any troubleshooting steps completed before opening the ticket
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| Note | Tickets missing the above information may be routed incorrectly or take longer to gather information necessary to resolve. |
11.2.3 Escalation Process
Single user issues are not critical or high priority. Do not escalate these issues.
For Critical or High priority issues, cc dhsgenesyscloudproject@dhs.wisconsin.gov when using email to submit a ticket to the Wisconsin Help Desk. If the ticket is called in or opened through the portal send the ticket number to dhsgenesyscloudproject@dhs.wisconsin.gov.
11.2.4 Prioritization
Tickets opened with the Wisconsin Help Desk are prioritized base on impact to the call center.
The chart below describes how tickets are prioritized and what the target response time is for the support team.
| Issue | Definition of Issue | Target Response Team |
| Critical | Renders entire system unusable with no workaround. | Immediate |
| High | Issues that have significant repercussions but do not cause the whole system unusable. Multiple users, or multiple locations are unable to receive or make calls, having significant effect on a call center’s ability to operate. Application outage affecting multiple users. | Immediate |
| Normal | Little or no obstruction to operations of a call center. Single users, single location unable to receive or make calls. | Same day next day |
| Low | Routine support requests that do not affect any users’ ability to receive or make calls. | Prioritized against other work according to deadlines, importance, etc. |
Other Requests
User Adds: Target response time is approximately three to five business days.
User Edits and Deactivations: Target response time is ASAP. If a deactivation is critical for security, please escalate. See Section 11.2.3 Escalation Process.
This page last updated in Release Number: 26-01
Release Date:02/04/2026
Effective Date: 02/04/2026