New Ticketing System

Transcription

1 New Ticketing System

2 Let s Get Started!

3 us to get started! Simply and your ticket will be automatically opened and a response will be sent to your address with the ticket number. The first will allow you to set up your username and you will be able to click on a link in the response to set up your password. All s will generate a ticket and attach all information within the to the ticket, replies to existing tickets will automatically add a comment. Any s sent directly to a HD employee will be blocked.

4 New Phoenix Option

5 Phoenix New Option View Start t with the new item in Phoenix SUPPORT.

6 Phoenix Support View Clicking the Support button will bring you to this screen to pick the reason for your support request. est We have a link that will allow you to search our Knowledge Base prior to opening a ticket. We have 5 reasons for opening a live chat or ticket Device when the equipment is not functioning correctly Phoenix when you receive errors or delays in provisioning your subscribers Billing when you have questions regarding the billing records or pdfs Network when you have multiple users having issues with the same services (ie., SMS, MMS, Voice, Data) Other Any issue not pertaining to the above items.

7 Knowledge Base View Clicking the link for the Knowledge Base will land you on the page below. You can enter your issue or topic type and search for any information stored on our knowledge base. (Use Keywords No full sentences.) Topics will include training materials, FAQs, and any current outages or service disruptions.

8 Wireless Support When you select a support type button, the below screen appears Just type in your question and select next

9 Decision Time You are now able to select to chat with an agent or submit a ticket This is only available during normal business hours Outside of normal business hours you will be directed into the ticket submission

10 Wireless Support Chat View Enter your Name and Address Select Begin Chat to be placed in Queue for the next available agent

11 Wireless Support Chat View A HD employees will accept your conversation You will receive a response You can reply and hit Send Everything will be recorded in your ticket

12 Wireless Support Chat View Provide as much detail as possible You will be able to see when the agent is typing to know they are replying to your last response We will continue to ask questions Once we have the data recorded in the ticket we will provide a solution we will provide a solution You can End the chat at any time by selecting the End Chat Session link The chat transcript will now be ed to you

13 Wireless Support Chat View If all agents are busy and your hold time reaches 30 seconds your will be prompted p to open a ticket Please enter the details of you issue including the MDN and ESN if available

14 Let s Choose a Ticket Select the Submit a support request option

15 Wireless Support Ticket View Next enter the details of your issue Enter your name and address The MDN is a required field (if no MDN is applicable enter 123) The ESN is a recommended field as it will help in the trouble shooting process Click Submit Query when all information is complete * Access to the Knowledge Base is in the upper Right section of your screen

16 Wireless Support Ticket View You will receive an confirming your ticket was received and providing a ticket number The will also include a link

17 Just Click the Link! The Link will take you to the Ticketing System Review any open tickets specific to your login Review open tickets for your company Review closed tickets and reopen if needed Open new tickets

18 Just Click the Link! Enter your address Enter your password Not sure click the link to reset your password First time? Click the link below to setup your password. Click Login You will be logged in to your account and have access to all your open tickets and your company s ticket database

19 Search the Knowledge Base

20 Review Your Open Requests

21 Review Company Open Requests

22 Open a Resolved Ticket Multiple ways to open a resolved ticket: Reply to the stating issue not resolved Open the ticket and scroll down to click link Please do not reply to resolved ticket t notifications unless the issue is not resolved Make comments in the ticket and check the box to let us know the ticket is ready to close Or do nothing and the ticket will close in 96 hours

23 Simplified Support Solutions It is as simple as an to get started us to open a ticket Click Support in Phoenix Open a live chat with the HD team Open a ticket without leaving Phoenix Open a ticket from the ticketing system itself Where ever you are,,you can open a ticket with Telispire Search our Knowledge base for common questions and tested solutions.