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How an user can create a service Desk ticket?
User needs to follow the below steps to create Service Desk ticket:
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Bug report, feature request, additional support request, Sales/Billing enquiry and other general enquiries can be reported.
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Type | What does it mean? |
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Bug Report | If the users have any problem with the app or dashboard, they can login a bug report using this option. |
Feature Request | If there is an additional feature request for the developed app or dashboard, it can be requested using this option. |
Additional Support request | If there are any additional support required, users can login ticket using this option. |
Sales/Billing enquiry | Ticket can be logged in for any sales/billing contract |
General enquiry | If the issue is not belonging to any of the above options, then the users can login ticket using the General enquiry option |
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GDPR Requests | what does it mean? |
|---|---|
‘Send me a copy of my data’ GDPR request | The user who wants the copy of their personal data can login ticket using this option |
‘Delete my personal data’ GDPR request | The user who wants their personal data to be deleted can login ticket using this option |
'Other' GDPR request | If there are any other issues with respect to GDPR, then the user can login the ticket using this option. |
On selecting any of the above options, the user should fill all the required details which are necessary to address the GDPR issue.
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How do we receive a Service Desk ticket?
Once the user creates a ticket using the above steps and click on “Send” button, a Service Desk ticket is created. This appears on the Service desk under “Open Issues” with the status “Waiting for triage”.
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Work in progress- The agent thinks that the dev team needs to work on the issue reproduced then they need to click on “escalate to dev” button and the status would be “work in progress”. Once the dev team works on the issue, they move it back to “waiting for support” so that the agents can respond to the users.
Note: While escalating this to dev team, agent should make sure to add the complete notes of what they observed while reproducing the issue which would help the dev team to investigate further.
Fixed- Once the issue is completely fixed then the agent take the confirmation from the user if the ticket is good to close and they finally close the ticket.
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