Service Desk

How an user can create a service Desk ticket?

User needs to follow the below steps to create Service Desk ticket:

• User should Create an account using the link https://liquidstate.atlassian.net/servicedesk/customer/portal/1  .Creating an account would let the user sign into our customer portal every-time they have an issue and they would be able to report an issue to us.

• Should Select General enquiry option or the GDPR Request based on the user’s issue.

  Open

  

On selecting General:

Bug report, feature request, additional support request, Sales/Billing enquiry and other general enquiries can be reported.

Open

On selecting any of the option, you would be navigated to the page where user can fill in all the necessary details of the issue they are facing. They can also attach images and files if it is necessary. Finally user should hit on the “send” button.

On Selecting the “GDPR Requests”

Different types of GDPR requests can be raised here.

On selecting any of the above options, the user should fill all the required details which are necessary to address the GDPR issue.

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”.

The Workflow of Jira statuses

• Waiting for triage

• Waiting for Support

• Work in progress

• Waiting for Customer

• Finished
  
  

Below is the flow chart which describes the workflow of the service desk statuses.

Waiting for Triage - This is the default status. Once the user creates a ticket, the status will be “Waiting for Triage”.

Waiting for Support-

The agent provides the information required by the users then the status would be “Waiting for Support”

The status is changed to “Waiting for Support” once the agent starts looking at the issue. In this step, the agent should try reproducing the issue that the user is facing and try finding the root cause of the issue.

Waiting for customer- If the agent requires more information about the user’s issue while trying to reproduce it or while finding the root cause, then they can request more information by communicating back to users. The agent should make sure to change the status now to “Waiting for customer”.

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.