BTOTS SUPPORT: TICKET, PROCESS, AND EXPECTATIONS. BTOTS Web

Transcription

1 BTOTS SUPPORT: TICKET, PROCESS, AND EXPECTATIONS BTOTS Web

2 Overview Support ticket Support process What you can expect from Support

3 What is a Support Ticket? A support ticket is: 1. A form, you as a user, can fill out if you encounter a problem or have a question. 2. A ticket is a way for Support to keep track of all the incoming questions and/or problems. 3. A way for the BTOTS user to get in contact with support. 4. A way for the BTOTS user to check on the status of a specific support request, problem, etc.

4 Do I NEED a Ticket? No. If you are more comfortable contacting Support over the phone, we will create a ticket while we are talking to you on the phone (again just so we can track the questions and problems).

5 How do I get to the Support Link to Ask a Question or to Call Support? On BTOTS Web Home Page Example on next slide

6 To Access Support or Get Help Click on the Support link.

7 This screen will now appear once you click on the Support link. Two options to choose from when you need help: 1. Fill out the form you see below and click Report Issue in green 2. Call the BTOTS help number to receive help, which is listed on this form

8 Good vs. Poorly Filled-Out Support Ticket: Good Support Ticket

9 Good vs. Poorly Filled-Out Support Ticket: Poor Support Ticket

10 Filling Out a Support Ticket: Uploading a Screenshot A great way to give exact details of the problem is to upload a screenshot, as shown below.

11 How to Upload a Screenshot Find the information below at: :

12 How to Upload a Screenshot CONTINUED

13 Once You have Saved the Screenshot Click Choose file open the where you saved the screenshot and then click Open. Support will scrub or remove from all screenshots for Personally Identifiable Information (PII). Note: attaching a screenshot to a support ticket is the ONLY time it is OK to have PII.

14 Support Process Form is filled out and you have sent it to Support OR you have called in to Support. Next Steps: We now have your question, problem, or idea for an upgrade that you believe would make the system better. Please feel free to send suggestions!

15 Support Process CONTINUED A notification has now been sent to Support. Support will send you back a notification indicating that your ticket has been received and Support is working on a solution and will respond when the problem is fixed. Support will read through the problem/question.

16 Support Process CONTINUED If the problem is a bug or system issue, Support will notify MDSC developers. If it is a policy-type question, support will contact Baby Watch. The processes above will be conducted via a Support system call ZOHO Support and ZOHO Assist.

17 What ZOHO allows Support to Do Zoho allows Support to connect with multiple people (i.e., Baby Watch, MDSC, BTOTS users). Zoho Assist will allow for Support to screen share with a BTOTS user in order to physically see the problem or question at hand. Zoho Support also allows for BTOTSmusers to check on the status of their ticketsthrough the customer Support portal. The above system will help Support to solve issues and the information concerning Zoho, other than the customer Support portal, is for your information only and will not affect BTOTS users.

18 ZOHO CONTINUED Support ticket in Zoho What Support fills out when a BTOTS user sends a form or calls.

19 ZOHO User Portal Home Page

20 Verification Dear Jenni Borg, Welcome to the BTOTS Customer Self-Service Portal! You are invited to access BTOTS Customer Self-Service Portal. By accessing this portal, you can now track your requests online. Your User Name: Please click here to accept invitation. If you are not the intended recipient of this invite, please contact BTOTS Support at Thank you, BTOTS Support

21 ZOHO Portal Request Page

22 ZOHO Portal Submit Request Page

23 ZOHO Portal Solutions Page

24 What You can Expect from Support 1. Timely response to problems, questions, concerns, and/or suggestions. 2. An notifying the BTOTS user who has asked the question that support has received his/her question. 3. A response indicating a solution within 24 hours. 4. If a solution is going to take longer than 24 hours to fix, a response will be sent indicating that Support is working on the problem and will contact you when it is fixed.

25 What You can Expect from Support CONTINUED 5. Live Support from 9 am-3 pm (phone and screenshare) and 9 am-5 pm (BTOTS Web form or e- mail). 6. (In the near future) Documents containing commonly asked questions with solutions on BTOTS Web (i.e., FAQ link). 7. Professionalism in all aspects of support question, problems, and suggestions. 8. Security with child information.

26 Support Guidelines on BTOTS Web Review error messages will pop up if you are required to complete an activity before moving on. Review Errors messages will pop up if you are required to complete an activity before moving on.

27 Help with Field Definitions Run your cursor over blue dotted lines for field definitions.

28 Support when Error Messages Appear Error message: an example of where a screenshot will be useful.

29 Support Contact Information On BTOTS Web: Fill in support ticket *THIS METHOD WILL BE THE QUICKEST WAY TO RECEIVE A RESPONSE FROM SUPPORT.* Call the BTOTS Helpline number, which can be accessed under the Support link in BTOTS Web or on the Baby Watch website **DO NOT PUT THE CHILD S NAME ON ANY COMMUNICATION WITH SUPPORT!**

30 REMEMBER! **DO NOT PUT THE CHILD S NAME ON ANY COMMUNICATION WITH SUPPORT.** **ON THE BTOTS WEB FORM, PLEASE JUST USE THE CHILD ID AND NOT CHILD NAME IN ALL SUPPORT REQUESTS.**

31 Questions/Concerns Review: Tickets Support process Support expectations PLEASE USE Child IDs, NOT CHILD NAMES!