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- Upon receiving your ticket, our helpdesk support/1st level support will check and filter your ticket’s details. Tickets with complete details will be directly assigned to the specific support group. Incomplete details on the other hand will be supported first by the helpdesk Specialist by checking back the requester thru ticket’s Follow up and Call Follow up to fill in the neglected information.
- After checking and completing the necessary information, your ticket will be escalated to the 2nd level Support or to the designated technician. In this process you will be assisted by our technicians and tickets are commonly solved here.
- Crucial and critical tickets will be escalated to our 3rd level or the supervisory level to solve the unsolved ticket in 2nd level support.
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