Welcome to the Wyatt Seal Helpdesk and Support Ticket system.
We hope that this site helps streamline your support responses, provides you visibility to your issues for you and for the support team and creates a place where you can gain confidence and answers for self-help.
The less time you spend waiting on support, the more time you can spend helping customers, shipping product and actually doing your job.
This site is a stepping stone in that direction.
In this KB article (KB stands for Knowledge Base), we're going to provide some tips on how to properly submit a ticket, so that our support team doesn't have to spend our time formatting, categorizing or deciphering what your issue is and instead get straight to getting you back to productivity.
Before we begin, here is how the ticketing system works for our support team.
1. We receive an email that you submitted a new ticket, whether through email or the support portal. The email notification provides your name, email, email subject and any contact info you provide.
NOTE: Our ticketing system has a mobile phone app, which provides us added visibility when someone submits or replies to a ticket.
The web version of the ticketing system also provides pop-up notifications on our PCs also letting us know you submitted or replied to a ticket.
The point here is that more than one person knows you have submitted a ticket and visibility is high.
2. Your ticket will sit in a queue for someone on our team to assign it to and a timer begins. Once assigned, the support team member has ownership of the ticket and a second timer begins.
The timers for us is a preset time levels of service wherein we should be able to reasonably respond to your ticket.
Most tickets will be responded to within an hour or two, but for us the system begins alerting us that we've taken too long to respond after 8 hours.
This boils down to your ticket is automatically being pushed to be worked on by the system.
3. You will be notified of any changes, suggestions, comments or replies to your email via email, even if a representative called you.
The goal is that everything is documented for future use by our techs and you in other KB's just like this one.
All of these functions provide accountability and visibility for us, you and the company as far as technology is concerned.
There are two ways to access support.
DO's and DONT's.
DO be as detailed as possible in the description of your issue. Provide program names, leave screenshots and any troubleshooting steps you've already taken like rebooting or logging in and out.
This will save a lot of time and repetition.
DON'T send an email without a Subject in the subject line. This will also provide visibility and catch support eyes quicker.
DO send the name of the program in the Subject line of your email or portal submission with a brief description, i.e., 'Outlook Won't Open' or 'P21 is frozen'. Subjects saying 'Help' aren't descriptive.
DON'T 'hijack' or switch topics in one ticket. If your issue is about P21, don't continue in the same issue with something regarding your browser. These are separate issues and deserve separate attention and my require a different person or support vendor to help you.
These are all basic steps in creating and maintaining a fluid, well run support system.