When reaching out to our Helpdesk either by phone, email or self-service catalog, a new service ticket (incident or service request) will be created. Within this ticket all available details are documented and the customer who reported the issue receives an email notification with a unique ticket number and a summary of the requested service. A level 1 support agent will then immediately be assigned to work on the ticket. In case the ticket was opened by phone, the agent will try to offer a solution during the same phone call. Once the ticket has been worked on and the issue was resolved, the customer will receive another email notification informing them of the solution and closure of the ticket.
In the event that the agent is unable to resolve the issue due to its complexity, they will assign it to the level 2 support queue for further trouble shooting through an expert IT engineer. The customer will be updated through email notifications throughout the entire process and all performed work is documented within the ticket as well. The customer may also follow up on the ticket status by logging in to our ITSM software, which is available online.
During the entire ticket process our service engineers adhere to strict SLA’s as per our service agreement.