Introduction. Helpdesk System

Transcription

1 Introduction The User Guide is intended for Perridot Customer (mentioned as Customer ) who has contractual maintenance license agreement signed with Perridot. It provides our customer with some insights into how the Helpdesk System is to be fully utilized for call/incident/ticket logging, escalation, tracking, notification and closure. Helpdesk System osticketing System is deployed as a one-stop Perridot Support Helpdesk System for managing, organizing and archiving all the support incidents (requests and responses) to/from customers in one place. All support requests created via phone call, (support@perridot.com) and web-based ( forms are stored with tickets generated for monitoring until the ticket closed. Whenever there is a support request, system will generate a unique ticket number. All relevant supporting documents can be attached and notes can be added as additional information to ease problem rectification process. The Customer Support representative shall assign to handle the support request and update the comment and sign off the ticket with auto notification to customers. Customers are able to check on the tickets status online including closed ticket for reference. Problem Resolution Process Flow Page 1

2 Customer Helpdesk System User Guide 8. Incident closed and all relevant parties notified 1. Raises Incident via phone/web/ 2. Support Operator (a) attends to Incident (b) does a quick search to find solution from the knowledge base (c) identify 1st Level support group to be notified 3. 1st Level support (sys/net/apps/db) attends to Incident 4. Can resolve? Yes 5. 1st Level support inputs the solution and updates the status No 6. 1st Level support escalates to 2nd Level support 7. 2nd Level support research and resolves the problem, inputs the solution and updates the status We have put in place the above flow diagram to exhibit the creation of ticket, various stages involved in the tracking of ticket until a satisfactorily resolution is provided. Each of the process involved is further elaborated below:- 1. Problem Reporting If the customer wasn't able to find the solutions on the Web-based support knowledge database, he/she can report issues on the Web. The software enables customer support representatives to response to customers timely and accurately. 2. Problem Tracking & Resolution During the resolution phase, customer support staff will be more productive as a result of using helpdesk systems. Helpdesk systems can facilitate coordination of team work and assign support requests to proper support team members. Web-based help desk systems allow the support staff to keep track of frequently asked questions and answers. Creation of support knowledge base will reduce the needs of live customer support and promote the reuse of support knowledge database. Page 2

3 3. User Notification Helpdesk System User Guide When the issue is newly opened, escalated or closed, customers will be notified by s. With this processes in place, customer is well keep atop of the stage of the incident reported. notifications facilitate the communication between the support team and the customers. The customers are always kept well informed as to the progress of their requests. The notifications are automatically generated when issues are resolved or updated by the support staff. Benefits By introducing the one-stop helpdesk system, we provide great benefits to all our customers including:- Helpdesk System seamlessly integrates inquiries or issue logs created via and web-based forms into a simply easy to use multi-user web interface. Easily manage, organize and archive all you support requests and responses in a centralize place. Customers are able to log issues from any location where they have access to an internet browser and check progress online. Customers will receive automatic notification on ticket status. Clients will get better service and timely support through automated escalation system. Support Method Used Method Details Remark Phone Tel: Mobile: To handle West Malaysia region Tel: Mobile: To handle East Malaysia region Toll Free (future) Can resolve regional segregation of resources issue. To support@perridot.com Centralized. Helpdesk Support Web Centralized. Customer User Account Only customer s address that is registered with Perridot will be allowed to open and check ticket status. address is a form of authentication that the Helpdesk system uses. Page 3

4 Priority Each of the opened ticket will carry weight in the form of priority. We have set four priorities to indicate the severity of the incident. Priority Explanation Response Time Scenario Emergency High Normal Low a system down or product inoperative condition that is impacting your production system a suspected highimpact condition associated with the product a question on performance, or intermittent low-impact condition associated with the product a question about product use or implementation Immediate Eg after rollout patch, it caused server dump/down. 4 hours Eg after database patching, certain functionality is lost. 1 day Eg after a particular software built being applied & let it runs for few days, customer occasionally encounter intermittent performance problem. 2 days Eg how to generate certain report? User Guide Procedure 1) Using WEB How to report Issues? 1. Go to Page 4

5 2. Click New Ticket link at menu bar or Open New Ticket button to open a new ticket Page 5

6 3. Create Ticket Details. Helpdesk System User Guide Input Field: Field Full Name Address Telephone Help Topic Subject Message Attachment Description Your full name Your valid , the system will automatically send a copy of ticket information to this . This address must be registered with our Helpdesk system Provide your contact phone number for our support personnel to contact you directly. This will be useful should you decided to open a Priority 1 ticket. Select a help topic that is related to your problem. Ticket will be send to persons who are in charge of that help topic. Use format: Module name Function error E.g. E-report card Grading Systems Illustrate the detail of errors reported You can attach following file types:.jpg,.jpeg,.png,.gif,.pdf,.doc,.txt,.csv,.xls Page 6

7 2. How to check Ticket Status? You can check your ticket status by clicking on the Check Status button shown below or click on My Tickets from the menu. Next, you should enter your valid ID into the field, followed by your ticket number into the Tickets: field. If you enter invalid ID or ticket number, you will be prompted with the following screen. Page 7

8 Should you try more than three attempts in login, you will be prompted with the following screen. Once successfully login, you can perform open and closed ticket at the Tickets tab. Click View Open button to check tickets that are still pending for solution, click View Closed for the ticket that have been resolved and closed. Take note that you will only see tickets opened by you. Page 8

9 3. How to update a Ticket? On the screen appears in Step 2 above, mouse-over to a particular ticket and double-click on it. It will launch a GUI similar to the one below (in this case we use ticket number: ). You may then post your message into the Enter Message: field. It also allow you to upload attachment which may contain screen-shots of problem. Once completed, you may click on the Post Reply to update the ticket. Page 9

10 4. How to close a Ticket? On the screen appears in Step 3, you may update the issue to request of the ticket to be closed, as shown below. Page 10

11 4. How to Log Out from Helpdesk? Select the Log Out tab as shown below to completely log out from the Helpdesk system. 2) Using How to report a new issue? Send in your to support@perridot.com with the following details:- Subject Subject pertaining to the ticket that you are going to open. Use format:- Module name Function error E.g. E-report card Grading Systems Body The body should contains as much information related to the problem including:- 1) Please describe the problem here : 2) Any error messages available? (If yes, please provide full message here): 3) What is being impacted (eg whole system/specific application/batch/etc) : 4) Is the problem reproducible or intermittent? If reproducible, please provide detailed steps to recreate the problem here : 5) Did this ever work before (Yes/No)? If yes, what was/were changed 6) If it is enhancement request, describe the details here: 7) What is the priority of this problem (P 1, 2, 3 or 4): 8) What address for correspondence: Upon acknowledge from our support, your issue will be created and assigned with a ticket number. A copy of the acknowledgement will also be sent to you for any action carried out on a particular ticket. 3) Using PHONE Page 11

12 Call the phone number mentioned previously and our support personnel will guide you through the whole process. Knowledge Base We also recommend our customer to refer to our sites at the link where we provide useful FAQs, commonly known issues/problems, documentation and other technical support information. Conclusion In our continuous effort to provide efficient service delivery and support to all our customers, we are please to introduce Perridot One-Stop service center, the Perridot Support Helpdesk system. We strongly believe it will bring great benefit, Service Level Agreement (SLA) and value to all our customers. Page 12