Helpdesk
We don't have to tell you how ineffective many help desk requests
submitted by email can be. The constant email battles and phone tag, simply
to mine for the critical information that you need to resolve the service
request; not to mention resolving the request in a timely, efficient manner!
E-mail as a support tool is often abused and misunderstood.
The Service Request Submission functionality within the Axonex Web Help Desk
Customer Support Web Portal allows for our customers to submit their service
request ticket through an intuitive, easy-to-use interface; via their
favourite web browser. Saving time.
Raising a ticket
The initial Web Help Desk Ticket Submission Form is quite basic (see below);
asking for the category of the Request Type, a subject and a description text box.
These Request Type Categories assist in providing high-level information to
service desk personnel, as well as assist in Web Help Desk's automatic assignment
of tickets to the correct personnel, group of personnel, location, and correct
department.
Ticket History and Update Interface
Once a customer has logged into the Axonex Web Help Desk Support Web Portal and
authenticated, he or she will see a navigation icon to view Ticket History. The Web
Help Desk Ticket History web interface displays a number of important pieces of
information about the customer's submitted tickets; including:
- Ticket Number (with drill-down link)
- Date Submitted
- Date Last Updated
- Current Ticket Status
- Excerpt of Ticket Details
- At-a-glance Sticky Note displaying a new, update note from a Support Staff
Drilling into the Ticket allows the Ticket Submitter to send the Axonex Support
Staff an update note regarding the ticket and gives the customer the option to
Carbon Copy (Cc:) another person of choice on this particular update to the help
desk ticket.
The customer also has the option from the ticket view to cancel the service request
ticket. Thus, if a customer resolved the request through self-service, the ticket may
be cancelled and the appropriate Tech Support Personnel will be notified.