The Journey Of Your Support Ticket

Aaron Bennett Mar-27th, 2021 1:57 0 0

This article will expain to you the journey that your support ticket will take, from you submitting it, to resulution. Even though we have SLA's, (Service Level Agreements, which sets the benchmarks for how long we have to reply and resolve tickets) some tickets may take longer to resolve than others. Once submitted, your ticket will be placed in a queue, to be actioned by a Technician. 

Stage 1 - Screening

The 1st thing we will do on recipt of your ticket, is to check that your ticket is not a duplicate. Duplicate tickets slow down the process of getting your issue resolved. If the ticket is a duplicate, we will close the duplicated ticket and link it to the exisiting ticket, for reference purposes. Ths process also allows us to also check that the ticket has all the relivent information. With some issues, the System will automatically do this, by looking at the information in you ticket and using the data, select the correct pathway fo your ticket.

Stage 2 - Triage and assignment

Next, your ticket will be triaged. Triage is french for "sort" and that is what we will do with your ticket. Tickets are managed by priority and not by the order we receive them. We will read the contents of the ticket and then assess them accordingly. We will then prioritise your ticket as either:

    • Critical
    • High
    • Medium
    • Low

    The more urgent the issue is, the higher priority will be set as.

    Next, we need to look at how the incident has inpacted services. These are:

    • Affects Buisness - An impact, which has affected te whole organization and is causing significant disuption.
    • Affects Group - An impact, which affects only a few users or department, but is causing serious disruption.
    • Affects User - An impact, which only affects a single user.
    • Affects None - An Impact which does not have any impact.

    Finally, we will assign your ticket an urgency, which is similar to the Priority. These are:

    • High
    • Medum
    • Low 

    Your ticket will now be passed to a Technician, who will reply to your ticket.

    Stage 3 - Diagnosis

    The Technician, who is responsible ticket, will contact you about the issues ou are experiencing. This process may mean that you are pinging emails back and two the Servicedesk, but it is is essential that the Tech gets as much information about the problem as we can.

    Stage 4 - Resolution

    Once we know what the problem is, we will then try to resolve it. This may be on your end or ours. It could be a problem on your computer, (which requires us to use Teamviewer, to act as remote hands.) or if it is on our end, we may need to work on the server affected. Either way, we will let you know what we are doing,

    Stage 5: Closure

    Once we have fixed the problem, the Technician working on your issue, will let you know the issue is resolved and the ticket is now being closed. If you feel the issue still isn't resolved, you can re-open the ticket, by replying to it. This will move your ticket back to Stage 3.

    Ticket Statuses

    You will notice that through your ticket's journey, we will use several statuses. These are

    Open - Open, is the status that is assigned once opened. 

    In Progress - In Progress, is the status given, once a Technician is assigned to your ticket. 

    On Hold - On Hold, is the status given, when we are working on resolving your ticket, or if we need to speak to a 3rd Party Vendor, in relation to your issue.

    Escalated - Escalated, is the status given, once your ticket breaks the SLA assigned to your ticket.

    Closed - Closed is the status we given, once your ticket is resolved.


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