Creating, updating the support Tickets [GHR, GIT, GGA, GOE].
Self-Cancel the Support Tickets.
Support Department Agent
Assigned department agent can review the support tickets based on their department.
Reviewing & taking necessary actions [Assign the person]:
Accept the tickets, provides ETA, & Proceeds the tickets.
Need More info – Send it to the requestor back for more clarity.
Need Approval for Dept Manager to take action.
Support Department Manager
Department Manager has access for all the request.
Any Approval request raised by the Dept agent [Manager can take necessary action].
Support Module - Create Ticket
Support Module - Support Agent Action
Need More Info
"Need More Info" is if the agent would need more information from the employee who submitted the ticket for clarification.
Need Approval
"Need Approval" will Including ticket to the reporting manager if the ticket requires approval.
Invalid
"Invalid" is it the agent feel like this ticket not valid and will let the agent give a reason before cancelling the ticket.
Accept
"Accept" means the ticket will be tagged to the agent and the ETA time will begin. The "Change Department" is for when employees did not select the right option in the Support Department category when creating the ticket.
For this example, I will go ahead and accept the ticket. After accepting the ticket, the agent will have new tabs in the upper left-hand corner. Including Close and Hold. Close is for when the ticket has been completed. Hold is for when the ticket can not be worked on because of something major and will allow the agent to give a description why it's on hold. When ticket is on hold, the ETA will not be counted.
Once the agent has completed the support ticket task, he/she will select edit to close the ticket or write any comments. Once selecting close, a mandatory field will appear for "reason of close". For my example I will write "I reset the password and will sent it through email."
