How the Symphony Helpdesk Works

Listed below are some frequently asked questions about the Symphony help desk. 

How do I find solutions in the helpdesk?

Enter a keyword in the search box (See Figure 1). 

Searching for terms such as FAQ yields many useful results and related topics.

• The help desk searches for keywords in a starts-with mechanism and shows the exact match results first and the partial matches follow. Typing in a whole question is not recommended.
• The knowledge base is regularly updated and includes general information on using Symphony and its configurations for each solicitation.

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 where the Starting Symphony tab will guide users to information on Access, Registration, MFA, and Troubleshooting (See Figure 2).
• Logged-in users willsee additional pages for Industry, Government, or the Program Office.

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

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 will the help desk respond?

Users will receive a response within four business hours (8:00 am - 8:00 pm ET) Monday through Friday except for Federal Holidays. 

Check junk/spam folders for client.support@apexlogic.com if more than four hours elapse during a regular business week. 

How do I call the help desk? 

Due to the nature of software applications, there is no phone number to call. 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?

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

Need help? Contact us  

Users should be aware that the information on this website may not reflect the official positions of the Federal Government. The views and opinions expressed by agents of Apex Logic, Inc. are those of its employees and do not necessarily reflect those of the Federal Government or any of its officials. Guidelines and requirements provided by the Federal Government in the form of solicitations, amendments, modifications, or any other communications supersede any information provided by Apex Logic, Inc. If you have questions about this disclaimer, please contact us.