Difference between revisions of "Helpdesk procedures"

Latest revision as of 18:17, 7 December 2020

Submitting tickets

Users submit a ticket either by sending a mail directly to the helpdesk mail address, or through the helpdesk form.

Responding to ticket

When a ticket is submitted to helpdesk, the following series of steps happens:

When the ticket is submitted, the user is automatically informed of its creation by the system.
The ticket is routed into the appropriate queue by the first line of support.
- The first line of support also sets the ticket state to open.
- The first line of support sends the acknowledgement of the ticket to the user who submitted it, and sets the ticket state to open (using the web interface). E.g.
```
  Dear <NAME_OF_THE_USER>,

  Thank you for contacting us.
  Your message has been received and someone from the support team
  will get back to you shortly.


  Your NI4OS-Europe helpdesk team,
  <NAME_OF_THE_1st_SUPPORT_PERSON>
```
Agents subscribed to the queue are notified by mail that a new ticket is created.
Agent respond to the ticket by replying to the e-mail by which the system notified them of the ticket. E.g.

Dear <NAME_OF_THE_USER>,

We've looked into the issue with <SERVICE_NAME> you've reported and
taken the following steps to resolve the issue:
...
Please check and let us know if the service is working for you now.


Your NI4OS-Europe helpdesk team,
<NAME_OF_THE_SUPPORT_PERSON>

When they resolve the ticket, the first line of support sets the ticket state to closed and the user is notified.

Difference between revisions of "Helpdesk procedures"

Latest revision as of 18:17, 7 December 2020

Submitting tickets

Responding to ticket

Navigation menu

Search

@@ Line 1: / Line 1: @@
-<html><head><meta charset="utf-8"><meta name="viewport" content="width=device-width, initial-scale=1"><style>body {
+== Submitting tickets ==
-  max-width: 980px;
-  border: 1px solid #ddd;
-  outline: 1300px solid #fff;
-  margin: 16px auto;
-}
-body .markdown-body
+Users submit a ticket either by sending a mail directly to the helpdesk mail address, or through the [https://ni4os.ipb.ac.rs/?_=/helpdesk helpdesk form].
-{
-  padding: 45px;
-}
-@font-face {
+== Responding to ticket ==
-  font-family: fontawesome-mini;
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-</style><title>checklists</title></head><body><article class="markdown-body"><h1 id="helpdesk-ticket-handling-checklists">Helpdesk Ticket handling checklists<a class="headerlink" href="#helpdesk-ticket-handling-checklists" title="Permanent link"></a></h1>
-<h2 id="submitting-tickets">Submitting tickets<a class="headerlink" href="#submitting-tickets" title="Permanent link"></a></h2>
-<p>Users submit a ticket either by sending a mail directly to the helpdesk mail address, or through
-the <a href="https://ni4os.ipb.ac.rs/?_=/helpdesk">helpdesk form</a>.</p>
-<h2 id="responding-to-ticket">Responding to ticket<a class="headerlink" href="#responding-to-ticket" title="Permanent link"></a></h2>
-<p>When a ticket is submitted to helpdesk, the following series of steps happens:</p>
-<ul>
-<li>The ticket is routed into the appropriate queue by the first line of support.</li>
-<li>The first line of support also sets the ticket state to <em>open</em>.</li>
-<li>The first line of support sends the acknowledgement of the ticket to the user who submitted it, and sets the ticket state to <em>open</em> (using the web interface). E.g.
-  <div class="codehilite"><pre>  Dear &lt;NAME_OF_THE_USER&gt;,
    Thank you for contacting us.
@@ Line 1,074: / Line 22: @@
    Your NI4OS-Europe helpdesk team,
-   &lt;NAME_OF_THE_1st_SUPPORT_PERSON&gt;
+   &lt;NAME_OF_THE_1st_SUPPORT_PERSON&gt;</pre></li>
-</pre></div></li>
 <li>Agents subscribed to the queue are notified by mail that a new ticket is created.</li>
-<li>Agent respond to the ticket by replying to the e-mail by which the system notified them of the ticket. E.g.
+<li>Agent respond to the ticket by replying to the e-mail by which the system notified them of the ticket. E.g.</li></ul>
-<div class="codehilite"><pre>Dear &lt;NAME_OF_THE_USER&gt;,
+<pre class="plain">Dear &lt;NAME_OF_THE_USER&gt;,
-We&#39;ve looked into the issue with &lt;SERVICE_NAME&gt; you&#39;ve reported and
+We've looked into the issue with &lt;SERVICE_NAME&gt; you've reported and
 taken the following steps to resolve the issue:
 ...
@@ Line 1,087: / Line 35: @@
 Your NI4OS-Europe helpdesk team,
-&lt;NAME_OF_THE_SUPPORT_PERSON&gt;
+&lt;NAME_OF_THE_SUPPORT_PERSON&gt;</pre>
-</pre></div></li>
+* When they resolve the ticket, the first line of support sets the ticket state to ''closed'' and the user is notified.
-<li>When they resolve the ticket, the first line of support sets the ticket state to <em>closed</em> and the user is notified.</li>
-</ul></article></body></html>