HelpDesk Ticketing Flow Frame
| New Call | |
| 1 | Create new Helpdesk Ticket |
| 2 | Organisation- Select BPO Company |
| 3 | Caller- Create new Required fields = First/Last Name Email Address |
| 4 | Select Origin Call Portal (Livechat) |
| 5 | Title |
| 6 |
Include issue description-
Issue Segment (For example, Curriculum Builder, Admin Panel, Gradebook) Lesson Name (If applicable) Document Name (If not lesson) Date and Time Issue at Hand (For example, learners unable to view lesson) |
| 7 | Select Impact (A person, Service, Department) |
| 8 | Urgency (Low, Medium, High, Critical) |
| 9 | Select Service/Subcategory |
| 10 |
If applicable, select parent problem (Same issue reported multiple times)
|
| Issue Solved | |
| 1 | Put in all action taken on logs. |
| 2 | Assign to yourself |
| 3 | Mark as Resolved |
| Issue Pending More Info | |
| 1 | Put all action and required info on logs |
| 2 | Assign to yourself |
| 3 | Mark as Pending |
| 4 | Update accordingly and follow up |
| Issue require IT/BeED action | |
| 1 | Put all action and required action on Log |
| 2 | Follow escalation flow |
| 3 | Escalation Processes |
| From BeED | |
| 1 | Team manager re-assign to member |
| 2 | Fix/Complete and update via private log before reassign to original reporter. |
| 3 | Reporter to reply via public log to customer. |
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