A business process we would like to study that can benefit from proper data management. We discussed the problems with the current process and clearly explain how we were planning to improve the business process in our to-be process. We also included two swim-lane diagrams depicting the as-is and to-be process in Visio documents. Eventually, we created tables and generated reports in SQL to indicate how our to-be process could improve the company's business process.
Help desk ticket categories and classification schemeBuild a Help Desk
With a proven 6 step Help Desk ticket classification methodology such as CREATE, companies can Build a Help Desk Ticket Classification scheme that increases ticket trend reporting efficiency, enhance the ticket escalation process and reduce overall support costs. Every Help Desk needs a ticket classification scheme to handle the customer’s issues when they contact the Help Desk for support. Proper ticket classification of an issue when a Help Desk ticket is created enables the Help Desk Agent to sort the issue into support buckets. These buckets will allow knowledge to be presented to the Help Desk agent when trying to provide proper support, enable proper routing of escalated tickets and allow trend reporting of ticket types.
Banking services offered by indian banks onlineeSAT Journals
Abstract Internet has revolutionized the world. It has changed the mindset of people from staying in touch with their friends, family, distant relatives or acquaintances to do online shopping, studying, searching things online, banking online. Internet has made the lives so easy and comfortable. It has actually groomed the lives in almost all domains. Today, a researcher does not have to actually sit in the library searching the data, reading it rather the user can search anything online very conveniently. Banking sector has also grown tremendously from the brick and mortar model to online banking not offering services to access the bank accounts only but now the banks are emphasizing on Electronic Fund Transfer. The paper highlights the various levels of services being offered by the banks online, when the banks have actually initiated e-banking in India and what kind of security measures have been taken by the banks to secure the data. Keywords: 3D Pin, EFT, Internet banking, Token, OTP, Virtual Keyboard
A business process we would like to study that can benefit from proper data management. We discussed the problems with the current process and clearly explain how we were planning to improve the business process in our to-be process. We also included two swim-lane diagrams depicting the as-is and to-be process in Visio documents. Eventually, we created tables and generated reports in SQL to indicate how our to-be process could improve the company's business process.
Help desk ticket categories and classification schemeBuild a Help Desk
With a proven 6 step Help Desk ticket classification methodology such as CREATE, companies can Build a Help Desk Ticket Classification scheme that increases ticket trend reporting efficiency, enhance the ticket escalation process and reduce overall support costs. Every Help Desk needs a ticket classification scheme to handle the customer’s issues when they contact the Help Desk for support. Proper ticket classification of an issue when a Help Desk ticket is created enables the Help Desk Agent to sort the issue into support buckets. These buckets will allow knowledge to be presented to the Help Desk agent when trying to provide proper support, enable proper routing of escalated tickets and allow trend reporting of ticket types.
Banking services offered by indian banks onlineeSAT Journals
Abstract Internet has revolutionized the world. It has changed the mindset of people from staying in touch with their friends, family, distant relatives or acquaintances to do online shopping, studying, searching things online, banking online. Internet has made the lives so easy and comfortable. It has actually groomed the lives in almost all domains. Today, a researcher does not have to actually sit in the library searching the data, reading it rather the user can search anything online very conveniently. Banking sector has also grown tremendously from the brick and mortar model to online banking not offering services to access the bank accounts only but now the banks are emphasizing on Electronic Fund Transfer. The paper highlights the various levels of services being offered by the banks online, when the banks have actually initiated e-banking in India and what kind of security measures have been taken by the banks to secure the data. Keywords: 3D Pin, EFT, Internet banking, Token, OTP, Virtual Keyboard
Service Desk or Helpdesk is nowdays have become an Important part of any Organization.
BPO/KPO s have maintained their own Heldesk if there is ny Technical DIfficulty.
The Project will guide you to how an Techincal officer works.
This study notes will give you the complete knowledge about Centralized Online Real-Time Environment Banking System. From initially required knowledge to like how the bank works with the list of primary operation it also explains the detailed architecture of banking system with all relevant parameters. In addition, it also gives you the detail like audit procedure with relevant controls. Also gives you the required knowledge of IT Act and Cyber Frauds and more.
Many business owners struggling in sending invoices on time, receiving payment in a timely manner and keeping track of receivables from their customers are common.
This assignment was part of the hiring process at Tracxn. The problem statement was designing an effective customer ticketing system. The detailed problem statement is shared below-
You are the Head of the Customer Support department for a B2B company providing research services. Your team acts as the primary point of contact for all customer queries and is responsible for resolving them. Each customer query is treated as a ticket and the system to resolve these tickets is being referred to as the ticketing system. You are required to design this ticketing system.
Find out the best way to assess the effectiveness of a global best practice complaints and inquiry management process - from one of the top global experts on the subject!
Help desk ticket categories create help desk ticket classification it-tool...IT-Toolkits.org
With a proven Help Desk ticket classification methodology such as CREATE, companies can Build a Help Desk Ticket Classification scheme that increases ticket trend reporting efficiency, enhance the ticket escalation process, improve reporting, and reduce overall support costs. Every Help Desk needs a ticket classification scheme to handle the customer’s issues when they contact the Help Desk for support. Proper ticket classification of an issue when a Help Desk ticket is created, enables the Help Desk Agent to sort the issue into support buckets. These buckets will allow knowledge to be presented to the Help Desk agent when trying to provide proper support, enable proper routing of escalated tickets and allow trend reporting of ticket types.
This document presents some commonly followed business processes across most organizations. The process designs have been created using IntelliPro BPMS.
Service Desk or Helpdesk is nowdays have become an Important part of any Organization.
BPO/KPO s have maintained their own Heldesk if there is ny Technical DIfficulty.
The Project will guide you to how an Techincal officer works.
This study notes will give you the complete knowledge about Centralized Online Real-Time Environment Banking System. From initially required knowledge to like how the bank works with the list of primary operation it also explains the detailed architecture of banking system with all relevant parameters. In addition, it also gives you the detail like audit procedure with relevant controls. Also gives you the required knowledge of IT Act and Cyber Frauds and more.
Many business owners struggling in sending invoices on time, receiving payment in a timely manner and keeping track of receivables from their customers are common.
This assignment was part of the hiring process at Tracxn. The problem statement was designing an effective customer ticketing system. The detailed problem statement is shared below-
You are the Head of the Customer Support department for a B2B company providing research services. Your team acts as the primary point of contact for all customer queries and is responsible for resolving them. Each customer query is treated as a ticket and the system to resolve these tickets is being referred to as the ticketing system. You are required to design this ticketing system.
Find out the best way to assess the effectiveness of a global best practice complaints and inquiry management process - from one of the top global experts on the subject!
Help desk ticket categories create help desk ticket classification it-tool...IT-Toolkits.org
With a proven Help Desk ticket classification methodology such as CREATE, companies can Build a Help Desk Ticket Classification scheme that increases ticket trend reporting efficiency, enhance the ticket escalation process, improve reporting, and reduce overall support costs. Every Help Desk needs a ticket classification scheme to handle the customer’s issues when they contact the Help Desk for support. Proper ticket classification of an issue when a Help Desk ticket is created, enables the Help Desk Agent to sort the issue into support buckets. These buckets will allow knowledge to be presented to the Help Desk agent when trying to provide proper support, enable proper routing of escalated tickets and allow trend reporting of ticket types.
This document presents some commonly followed business processes across most organizations. The process designs have been created using IntelliPro BPMS.
Help and Support Portal Whitepaper - CRMJettyCRMJetty
Support Portal Whitepaper translates the features of a dedicated support system tailored to meet organizational needs in the easiest way. It makes tasks simple and smart.
Building Effective Denial Management DashboardsCitiusTech
In this whitepaper, we try to create dashboards from the lens of “Coding and Compliance Managers” – the real users who rely upon these dashboards regularly to help financially sustain a facility.
*astSBC connects any IP PBX to any internet-based, next generation network. With integrated E-SBC functions for any signaling adaptions
Call Routing
Call Manipulating
Security
Advanced
IP PBX - Hospitality
*astTECS brings a complete integrated telephony
solution which facilitates better and efficient
communication in the hospitality sector. With *astTECS
IP PBX, hotels / resorts can now provide superior
service to guest and enhance the customer experience.
NEXT GENERATION PRI TELEPHONY CARDS
*astTECS PRI cards are high-performance, cost effective telephony cards available with carrier
grade optional hardware echo cancellation. The card allows up to 96 (T1) or 120 (E1) channels and
allows integration of legacy telephony systems with emerging Voice-over IP (VoIP) technologies.
The True IP PBX with Video Conferencing
*astTECS IP PBX is developed to meet the voice and data convergence requirements necessary to run your business. With its advanced features, *astTECS IP PBX can reduce costs, increase productivity and connect remote offices and tele workers. It enables your business to be flexible, innovative and competitive.
*astTECS PRI Gateway gives the freedom to connect any enterprise telephony equipment to any internet based next generation network.
With the integrated E1/T1 interfaces and the E-SBC functionality the *astTECS PRI Gateway is the ideal demarcation point for the interface between the enterprise and the network for existing and new technologies.
*astTECS GSM Gateway offers a powerful and flexible GSM solution for the Open Source PBX.
* astTECS gateway converts your landline to mobile calls into mobile to mobile calls. Thus helps in reducing 50% of your Telecom expenses.
astTECS Voice Logger – Complete Call Recording Solution for Your Business
*astTECS voice logger is an ideal call recording solution for any business which ensures to improve better customer services. *astTECS voice logger system supports ISDN PRI, IP, Analog line and mobile to record all the incoming and outgoing calls for quality monitoring, training, disputes resolution and regulatory compliances. With its advanced features, flexibility and easy to use, it helps the organization to increase the productivity and customer satisfaction with higher quality management.
IP PBX - Hospital
*astTECS brings unique telephony solution
to health care sector which facilitates better
and efficient communication as compared to a
traditional EPABX. It help to improve the
communication between patient and doctors or
hospital staffs and enhance productivity while
keeping the cost under control.
*astTECS Telephony Solutions for Hotels
Hospitality industry always seeks better solution to increase staff responsiveness to customer, in order to attend enhanced customer satisfaction. *astTECS IP-PBX solution for hotels offers the product to increase staff efficiency at reduced operational cost & overheads.
A completely integrated telephony solution which will facilitate better communication in hospitality section.
*astTECS IP PBX for hospitality industry is built on open source standards & is flexible to adopt & integrate with your existing infrastructure. You can now easily provide superior customer services.
Telephony Solution for Real Estate
Effective Communications are critical in Real Estate Industry. *astTECS brings a complete Telephony solution to Real Estate Sector that gives the tools to support activities in the office and the field for better communication. *astTECS – IP PBX is built on open standards and is flexible to adopt & integrate with your existing infrastructure. Real Estate company can now have better coordination with customers and sales person to enhance the services and accelerate the business
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
UiPath Test Automation using UiPath Test Suite series, part 3DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 3. In this session, we will cover desktop automation along with UI automation.
Topics covered:
UI automation Introduction,
UI automation Sample
Desktop automation flow
Pradeep Chinnala, Senior Consultant Automation Developer @WonderBotz and UiPath MVP
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
Neuro-symbolic is not enough, we need neuro-*semantic*Frank van Harmelen
Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
When stars align: studies in data quality, knowledge graphs, and machine lear...
Ticket Management Solution - astCRM
1. TICKET MANAGEMENT SYSTEM / HELPDESK SYSTEM
If you work with people, sell a product, or provide a service, you likely deal with complaints, and
those complaints can take many forms.
Organizations failing to properly handle complaints could potentially damage their reputation, loose
their customers and can get negative publicity.
With complaints coming in from all sources, you need a complaint management process that keeps
the person making the complaint in the loop. Basic complaint management normally includes a
timely acknowledgement, a process towards resolution, and a final outcome that benefits everyone.
Complaints offer businesses an opportunity to correct immediate problems. In addition, they
frequently provide constructive ideas for improving products, adapting marketing practices,
upgrading services, or modifying promotional material and product information.
To help your managing your business complaints efficiently and productively, *astCRM has
designed a lean tool that can be used to offer resolutions to your customers and to analyze multiple
flaws with your products and services.
NOTE: Being an open source tool, our complaint management system can be further customize to
adopt any of your organization requirements.
2. ITIL Framework to Offer IT Services
*astCRM Ticket management system is based on the ITIL concept of offering services!
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of
detailed practices for IT Service Management (ITSM) that focuses on aligning IT services with the
needs of business.
“The ultimate goal of ITIL is to improve how IT delivers and supports valued business services. “
ITIL is the most popular IT Service management framework, and has been successfully adapted by
many known organizations.
Figure below explained how an incedent occured in an IT service company is been handled.
3. FIGURE A :: ITIL Process Explained. REF : https://s-media-cache-
ak0.pinimg.com/originals/db/65/9b/db659b465da3aee903051a9ab41d34ec.png
4. Ticket Management Process
User / Customer Support Desk (L1) L2 Support Manager
InitiationExecutionMonitoring&
Control
ClosureExecution
Inform the
Issue
Web UI
Ticket Logging
Phone
Email
Ticket Categorization
Ticket Prioritization
Check for FAQ
Escalation
Required
NO
YES
Check for Previous
Similar Tickets
RESOLUTION
Manager Rating
+
Inputs
Customer Rating
+
Inputs
Ticket Closure
Root Cause
Analysis
Required
NOYES
Initiate
Generate Report Upload Report/Doc.
END
Analyse
Previous
Tickets
&
Create
FAQ
Website
Contact Form
Initial Diagnosis
5. *astCRM Ticket Management Solution is based on the Incident management of the most popular
ITIL service framework. The ultimate goal is to improve the capabilities of people, processes and
technology of the organization.
While customer being the core focus of any organization, any inputs, feedback and most
importantly complaints and requests from the customer should be treated professionally. *astCRM
Ticket Management Solution offers a complete package to manage your customer complaints and
requests. The ticket management stages are design to cover all major cycles of project management,
which are :
• Initiation
• Execution
• Monitoring and Control
• Closure
Here the main stages for *astCRM Ticket Management System.
1. Collecting Information
2. Ticket Logging
3. Ticket Categorization
4. Ticket Prioritization
5. Initial Diagnosis
6. Escalation
7. Analysing Similar Cases
8. Resolution
9. Customer Feedback & Confirmation
10.Closure
11.Root Cause Analysis
12.Documentation
6. 1. Collecting Information
The customer can make complaint using:
• Phone
• Email
• Website Contact Form
Phone calls received at Support Desk should be handled in an organized manner so that maximum
information can be collected from the customer about the Issue. The call attendee can use web UI of
'*astCRM Ticket Management System' for logging the details.
Support Email Ids can be created so that customer can write directly to the support team. *astCRM
Ticket Management System is designed to fetch all the email landing to the specific email ID and
create tickets for each email. The effort from the help desk is now reduced as they only need to link
the ticket with their existing customer profiles.
Every organization have their website, and most would like to collect the customer issues directly
from the website forms. Web forms can be created to collect the required information and tickets
can be created based on the details provided at these website forms.
7. 2. Ticket Logging
All the tickets must be fully logged and date/time stamped, regardless of their criticality.
If the support team is working on a ticket for an organization, it is possible that they can be asked to
deal with further issues. It is important that if its is done, a separate ticket is logged for each
additional issue or request handled – to ensure that a historical record is kept and credit is given for
the work undertaken.
Fields Available:
1. Title : Ticket Title shows the main issue about the customer complaints or requests.
2. Organization : Link the ticket to the client organization. If you create a ticket within an
organization, *astCRM Ticket Management System will automatically fetch the data. This field is
available with the links to create the organization and search the existing organization in the
database, if required.
3. Contact Name : If the organization has more than one contact person, manage everyone detail
with our solution. Ticket can also, be associated with the contact name so that they can be kept
informed during the ticket life cycle. Like organization, contact field also have links to create more
contacts or search existing contacts in the database, if required.
8. 3. Ticket Categorization
Ticket categorization should be done as a part on initial logging, so that exact type of issue is
recorded. This will be important later when looking at Issues / frequencies to estabilish trends, to
improve the product / service quality.
Also, it is important to identify service request from issues & complaints.
Multi level categorization can be made if the frequency of tickets is too high, so that the right team
can be notified at the earliest.
Example for multi level categorization:
Hardware
• Server
◦ Memory Board
▪ Card Failure
◦ SMPS
◦ Storage/HDD
▪ Crash
▪ Capacity
Fields Available:
1. Category – With options
• Hardware
• Software
• Administration
• Finance
• Logistic
9. 4. Ticket Prioritization
Another important aspect of logging every ticket is to agree and allocate an appropriate
prioritization code – as this will determine how the ticket is handled both by support tools and
support staff.
Prioritization can normally be determined by taking into account both the urgency of the issue
(how quickly business needs a resolution) & the level of impact it is causing. Factors that can
contribute to the impact level are :
• Risk of life of limb
• Number of services effected – may be multiple services
• Level of financial losses
• Effect on business reputation
Fields Available:
1. Priority – To determine the Urgency, with options
• Low
• Normal
• High
• Urgent
2. Severity – To determine the Impact on business, with options
• Minor
• Major
• Feature
• Critical
10. An effective way of calculating these elements and, offering priority level for each ticket is:
Severity
Minor Major Feature Critical
Priority Low 7 6 5 4
Normal 6 5 4 3
High 5 4 3 2
Urgent 4 3 2 1
Priority CODE Resolution Time (Target)
1 1 Hour
2 4 Hours
3 8 Hours
4 24 Hours
5 48 Hours.
6 Resource Availability
7 RnD
11. 5. Initial Diagnosis
The Service Desk analyst (L1) must carry out initial diagnosis, typically while the customer is still
on telephone, to try to discover full symptoms of the issue, and to determine exactly what has gone
wrong.
If possible, Service Desk analyst will resolve the issue, while the customer is still on telephone –
and close the ticket if resolution is successful.
The service desk analyst can also visit FAQ (frequently asked question) and answer the customer, if
the solution is available.
This initial diagnosis, helps by:
• Creating happy and satisfied customer, as they have instant solutions to their queries.
• Filtering new requests and change requests from the complaints and issues, for the
change management team, or sales team.
• Filter out unnecessary job requests, before it escalated to higher stage.
In the case of tickets where the user is just seeking information, the Service Desk should be able to
provide this fairly quickly and resolve the service request – but if a fault is being reported, this is an
issue and likely to require some degree of investigation and diagnosis.
Fields Available:
1. Status – To determine status of the Ticket, with options
• Open
• In progress
• Waiting for Response
• Closed
• On Hold
• Invalid
2. Ticket Type
With Option
• Complaints
• Request
• Internal
3. Description
4. Initial Diagnosis
12. 6. Escalation
As soon as it became clear that Service Desk (L1) is unable to resolve the ticket, it must be
immediately escalated for further support to L2.
The escalation can be done to an individual, or the team. If escalated is done to the team, its team-
leader's responsibility to further assign to the responsible individual.
If it is obvious that the ticket will need deeper technical knowledge – or when the second-level
group has not been able to resolve the issue within agreed target times (whichever comes first), the
ticket must be immediately escalated to the appropriate third-level support group.
Note: Ticket Ownership remains with the Service Desk! Regardless of where an ticket is referred to
during its life, ownership of the ticket remains with the Service Desk at all times. The Service Desk
remains responsible for tracking progress, keeping users informed and ultimately
for ticket Closure.
Fields Available:
1. Assign To
13. 7. Analysing Similar Cases
Now the ticket has been escalated to the L2 team. The team has to further assign it to a responsible
person to resolve the issue. The best tool to initiate the resolution is CRM itself. With the historical
data on issues with same product or similar issues can help the Support person to find a solution in
much less time.
If there is a previous case with similar issue recorded, then resolution steps can be followed to
provide the solution.
Fields Available:
1. Inputs from Similar Cases
14. 8. Resolution
When a potential resolution has been identified, this should be applied and sufficient testing must be
performed to ensure that recovery action is complete and that the service has been fully restored.
The Ticket must be updated accordingly with all relevant information and details so that a full
history is maintained.
The resolving group (L2) should pass the Ticket back to the Service Desk for closure action. This
can be done by changing the Ticket Status From Open / In-progress to 'Waiting for Response'
Fields Available:
1. Status :: Waiting for response
2. Resolution / Solution
15. 9. Customer Feedback & Confirmation
Customer feedback is important because it provides insight that can use to improve the business,
products, and / or overall customer experience.
Customer feedback offers a direct line of communication with your customer so you can determine
if they are not happy with the service you are delivering before you lose their business.
Before Customer feedback, we also recommend that internal review to be done with the experts and
managers. Project learning, key notes and other important points can be listed for future references.
Fields Available:
1. Manager Rating – with options,
• 1 / 2 / 3 / 4 / 5
Note : With 1 being “Rejected” response for Solution provided, and 5 is “complete satisfaction”.
2. Manager Input
3. Customer Rating – with options,
• 1 / 2 / 3 / 4 / 5
Note : With 1 being “Rejected” response for Solution provided, and 5 is “complete satisfaction”.
4. Customer Input
16. 10. Closure
The Service Desk should check that the issue is fully resolved and that the customer is satisfied and
willing to agree the ticket can be closed.
Also, it is required that service desk should insert time used to resolve this ticket.
Fields Available:
1. Days
2. Hours
11. Root Cause Analysis
Once the customer business is restored, and process is running again, the Team Lead / Manager can
decide if the the issue required root cause analysis.
A root cause is a factor that caused a non-conformance and should be permanently eliminated
through process improvement. So the same issue may not occur again. The Support Team (L2)
should analyse the complete issue and the problem areas. It is done so that a larger number of
customer can be prevented from getting the same issue, or to stop the same issue occurring with the
same customer.
Fields Available:
1. Root Cause Analysis
12. Documentation
A documented format for root cause analysis is to be shared with the Team Lead / Manager by the
L2 Team. The approved documents can be attached with the ticket so that it can be refereed in
future.
Fields Available:
1. Attachment
17. ADDITIONAL FEATURES
~ by *astCRM
• Prompt resolution of customer complaints
ADDITIONAL FEATURES
1. Email Integration
No need to check multiple outboxes of your support executive mail clients to find email
communication made with a customer. Send all emails using our “ticket management system” and
get easy access to all the send emails associated with customer profiles.
2. Easy Modifications
Change or edit any field, or create new field easily with the user friendly web interface. Capture the
data of your choice.
3. Schedules & Reminders
Any task or follow up for the tickets can be created within the software. Our ticket management
system offers regular reminder, to do list and calender scheduling.
4. SMS Integration
Give your client immediate responses, both during initiating the ticket and resolving the ticket,
along with a unique Ticket ID. This will make the customer feel that his concern are taken seriously
by you.
5. FAQ
Create FAQ, where your 'support desk' can readily respond to customer query. This will make the
process faster, and your customer would be more happy.