Helpdesk Notifications

Ticket Creation

For fast and efficient support, customers can easily submit a ticket through our helpdesk portal at https://yourdomain.raiseaticket.com. When submitting a support request, customers should provide essential information, including their name, contact details, a clear description of the issue, and any relevant attachments like screenshots. Including these details helps our support team address inquiries quickly and accurately.

Ticket Assignment

Once the ticket is received, it is assigned to a support agent or team by their admin. The assignment may be based on factors such as the agent's expertise, workload, or availability.

Initial Response

The assigned support agent reviews the ticket and provides an initial response to acknowledge receipt of the issue. The response typically includes a ticket number for reference and an estimated timeframe for resolution.

Investigation and Troubleshooting

The support agent checks the reported issue, gathers additional information if necessary, and performs troubleshooting steps to identify the root cause of the problem.

Communication and Updates

The support agents keep customers informed every step of the way, providing instant email notifications on ticket progress. Customers receive real-time updates via email or through our customer portal, ensuring they’re always up-to-date on status changes, requests for additional details, or proposed solutions. This approach guarantees that customers stay informed and actively involved in the resolution process.

Escalation if Needed

If the issue requires additional expertise or resources beyond the initial support agent's capabilities, the ticket may be escalated to a higher-level support team or specialized technician.

Resolution and Closure

Once the issue is resolved, the support agent communicates the solution to the customer and confirms that the problem has been resolved satisfactorily. The ticket is then marked as resolved or closed in the helpdesk system.

Identify and address issues before they escalate. Helpdesk notifications enable your support team to be proactive, solving problems swiftly and preventing potential crises.