How the Symphony Helpdesk Works

This article addresses frequently asked questions about the Symphony Helpdesk.

How do I find solutions in the helpdesk?

Enter a keyword in the search box (see Figure 1). Searching for terms like "FAQ" yields many useful results and related topics.

The help desk uses a starts-with mechanism for keyword searches, displaying exact matches first, followed by partial matches. Typing a full question is not recommended.

Figure 1. The Knowledge Base offers convenient keyword-based searching.

How do I access the Knowledge Base? 

The Home page displays links to the Knowledge Base based on user role and status.

• Users not logged into Symphony see the Getting Started page. The Starting Symphony tab will guide users to information on Access, Registration, MFA, and Troubleshooting (see Figure 2).
• Logged-in users will see additional pages for Industry, Government, or the Program Office.

The knowledge base is regularly updated and provides general information on using Symphony and its configurations for each solicitation.

How do I submit a ticket to the help desk?

Click the Submit a Ticket button in the top right corner of any help page (see Figure 2).

Figure 2. Submit a Ticket to contact us.

When can I expect a response from the Helpdesk? 

Responses are provided within four business hours (8:00 am - 8:00 pm ET) from Monday to Friday, excluding Federal Holidays.

If more than four hours pass during a regular business week, check the junk/spam folders for [email protected].

Can I call the help desk? 

There is no direct phone number available, due to the nature of our software applications. Submit a ticket (see Figure 3) and we will be happy to set up a video conference via Google Meet or attend a meeting with another tool.

Figure 3. For the fastest issue resolution submit a ticket that includes the contract vehicle, Symphony feature, and a screenshot.

Can I check my ticket status?

Help desk login is unavailable. A ticket status link is only available for agents.

Need help? Contact us  

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