...
In order for desktop support to serve our customers better, we prioritize our help tickets.
We have 4 categories and depending on what your ticket request is, an appropriate priority is assigned to your request.
Below is the list of priority levels and how we designate them internally.
The timeframes time frames defined below are our stated goals to provide adequate service. These are estimated goals and not service guarantees.
Please note the wait times times go into affect once the ticket is generated, and you receive an automated e-mail from our ticketing system.
...
- Urgent requests must be phoned into the Help Desk for quickest service.
Process:- The request is received
- A ticket is generated and transferred to desktop support
- Help Desk contacts someone in desktop support
- Help Desk updates the call ticket indicating the desktop support person who has taken the ticket
- The desktop support technician will respond to the call within one hour
- Once the technician has resolved the problem, the ticket is closed
- Notification e-mail is sent to the requester that the call ticket has been closed.
...