Sending a Ticket on the Helpdesk System

Step-by-Step Process:

1. Log In:

   • First, log in to your helpdesk / Helpcenter account with your credentials.
     
   • https://help.smartadded.africa/

2. Navigate to the Ticketing System:

   • Once logged in, go to the Tickets section, which is often the default dashboard when you on Helpcenter.

3. Create a New Ticket:

   • Click on the New Ticket button (found in the top-right corner).
   • If you're an agent or customer service representative, make sure to enter the necessary details about the issue.

4. Fill in Ticket Details:

   • Subject: Give a clear and concise title for the issue.
   • Description: Provide detailed information about the problem, including relevant facts like date, time, and circumstances.
   • Category, Priority, and Department: Set the appropriate category and priority (low, medium, high, or urgent). You can also assign the ticket to the right department.
   • Attachments: If needed, attach files like screenshots or documents that provide more clarity on the issue.

5. Submit the Ticket:

   • After filling out the ticket details, hit the Submit button. The ticket will be logged and assigned to the appropriate team or agent.

6. Track Ticket Status:

   • After submission, you can track the ticket’s status (Open, In Progress, Resolved, etc.) from your  dashboard.

Escalating a Ticket in Helpdesk

Escalating a ticket means raising it to higher authorities or priority when it requires urgent attention or hasn’t been resolved satisfactorily.

Escalation Steps:

1. Identify the Need for Escalation:

   • You may need to escalate if the issue is taking too long to resolve, or if the current support team is unable to address it effectively.

2. Go to the Ticket:

   • Find the ticket that needs escalation in your dashboard or ticket view.

3. Open the Ticket:

   • Click on the ticket to view its details. Here, you’ll see all conversations, statuses, and actions taken.

4. Manually Escalate the Ticket (if applicable):

   • Helpdesk  has an Escalate button or option in the ticket view.
   • You can also assign the ticket to a higher-level agent or department for faster resolution.
   • Add a comment or note indicating why it needs escalation. Be clear about what is expected (e.g., faster response, specialized handling).

5. Communicate with the New Assigned Team:

   • Once escalated, ensure follow-up by communicating with the new team or agent assigned to the ticket.
   • Use the internal comments or private notes features to pass any relevant background information to the next level of support.

6. Monitor the Escalated Ticket:

   • After escalation, continue monitoring the ticket to ensure timely resolution. Track updates and communicate with stakeholders (if needed).

Best Practices for Ticket Submission and Escalation:

• Provide Clear Information: The more detailed the ticket, the easier it will be to resolve.
• Use Priority Levels: Always set the correct priority to prevent unnecessary escalations.
• Follow-Up Regularly: If a ticket is stuck in a particular stage, a polite follow-up can help move things forward.
• Understand the Escalation Hierarchy: Know who to escalate to (whether it's a team lead, manager, or a specialized department).