How long does CAP Helpdesk take to respond to a query?

[Holding Pattern]

I'm now on day 13 without a response to a helpdesk ticket.

[Shawn W.]

I've had various dealings with Helpdesk in the past and on one of those it took 2+ weeks to resolve an issue that one of my cadets was having with online testing. In any case, 13 days with no contact is way too long.. I would have sent a second request after 4 or 5 days. My advice, send a second request to them, if that doesnt work, maybe try getting them on the phone.

Good luck, hope this helps.

[JeffDG]

I have some that are over a year.

[MacGruff]

I've had one in for about two weeks. In the first six hours after I put it in, it was assigned and reassigned to three different people - and I got an email announcing this - but since then it's been sitting dormant.

[BFreemanMA]

I had a ticket put in when one of my o-pilots couldn't award a cadet for a syllabus flight for some reason. It was answered within a week, but the actual resolution took a few more weeks as the problem escalated through the echelons. I'm not sure how HelpDesk is set up...would it be okay to 're-ping' them or would that just end up 'resetting the clock', so to speak?

[Holding Pattern]

Another question: Who staffs the helpdesk?

[rmutchler]

NHQ IT does.

[Pace]

I put in a helpdesk ticket last wednesday and got an answer 5 days later.