1.Connect@24X7 reduces the help desk call volume to a greater extent by helping the user to raise their own requests, tracking the statuses of their requests and browsing through the available solutions before they report an issue. ? Keep the end user informed about the major outages or down-times by adding announcements in their self-service Portal.
2.Connect@24X7 infrastructure should allow all users to get support for encountered problems or questions and access their solutions.
3.All kind of questions related to the Computer (i.e. software, installation questions, network security, resource, hardware, etc.) can be posted by the users, and an adequate answer is returned.
4.When a user needs to report a problem or make a question, he will create a ticket. The ticket will have a unique number reference. The ticket should be classified within a supporter group and topic. This classification is not definitive but should help in a faster assignment to a concrete supporter who will take care of the problem. ? Supporters can reclassify a ticket in a different supporter group or topic if they consider that the original classification has not been done properly. Even if a ticket can be answered by several supporters (belonging to the same supporter group), it is assigned to the supporter that has the smaller number of open tickets assigned. Nevertheless, a ticket can be reassigned at any time.
5.When a ticket has been answered, the supporter should tag the ticket as fixed because this will trigger the mechanism by which the user who reported that problem will be notified. It is up to the supporters criteria to include a ticket into the knowledge base in order to make it available for all the users or not. 6.The Knowledge Base is a database that contains problems reported by users with the corresponding solutions. It is not a FAQ in the sense that a question doesn't need to be frequently asked.
2.Connect@24X7 infrastructure should allow all users to get support for encountered problems or questions and access their solutions.
3.All kind of questions related to the Computer (i.e. software, installation questions, network security, resource, hardware, etc.) can be posted by the users, and an adequate answer is returned.
4.When a user needs to report a problem or make a question, he will create a ticket. The ticket will have a unique number reference. The ticket should be classified within a supporter group and topic. This classification is not definitive but should help in a faster assignment to a concrete supporter who will take care of the problem. ? Supporters can reclassify a ticket in a different supporter group or topic if they consider that the original classification has not been done properly. Even if a ticket can be answered by several supporters (belonging to the same supporter group), it is assigned to the supporter that has the smaller number of open tickets assigned. Nevertheless, a ticket can be reassigned at any time.
5.When a ticket has been answered, the supporter should tag the ticket as fixed because this will trigger the mechanism by which the user who reported that problem will be notified. It is up to the supporters criteria to include a ticket into the knowledge base in order to make it available for all the users or not. 6.The Knowledge Base is a database that contains problems reported by users with the corresponding solutions. It is not a FAQ in the sense that a question doesn't need to be frequently asked.
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