Welcome to the Geoscope Service Desk training. The project will be used as a ticketing platform four our clients to raise their requests !

You must be a JIRA Master for you to deliver the best service possible to our clients. so read carefully.

Service Desk Ditionnary

Queues: it's what helps you on ticket classification. it has been set so you can easily pick the right queue you work on and start working on the issue. each queue has been set so that every country get their ticket ordered. you also have you very own Queue. the Assigned to me groups all tickets you picked on other queues and assigned to yourself to work on them.
Every ticket type has SLAs (Service Level Agreement) that correspond to expect time for a first response to customer and effective resolution time, red means problem. if an issue SLA is Red, it means that we are already late on it treatment.
The international Queue will group all urgent tickets for them to be treated by any available agent on any zone so we can provide a quick feedback to customers.

1.1. How to use them?

you can go to your queue grab a ticket and assign it to yourself.Your are now ready to start working on the issues and giving feedback to our customers!

For you to track the time you spend on issue resolution, you need to log your work. to do that you have to go to your ticket and log the spent time.

2. What are Customers: customers are the users of Geoscope, for us to be able to filter easily by zone. They have been ordered that way. You must add your customers (i.e field users) to the appropriate organisation for tickets to be ordered properly.

When you have a new project, go ahead and add your customers to your zone organisaiton , you will be able to add customers and give them access to the customer support portal.

3. Knowledge Base: let's make the best of our corporate tools! you are fed up or repeating the same instructions over and over again? rationalise and prepare articles! How to install a tool? known miss uses, know issues and work arround? write, write ,write! and if we're lucky, you'll even be able to find answers yourselves on some questions as your colleagues have faced and documented them.

Best in all, our customers will have access to this Knowledge base and will be able to answer their questions themselves (even less work for us!)

4. Issue types: our issues are very often the same. to be more efficient and to guide our customers on their requests. at anytime, as an agent, you can raise a request on behalf of your customers. by all means, even if the customer placed a call or sent an email instead of raising a JIRA ice, you can still get him into the process by raising this request for him and then use the tool to give him feedback.

You can raise requests on behalf of your clients, so that they directly receive updates from Jira. Zero email and zero calls! #SquadGoals

3. How to work on an issues

The great thing about Service desk is that you can use it to interact with your clients and internally without breaking any confidentiality. to work on an issue, you need:

To go to the issue
Assign it to yourself
And start progress. when you start the progress you can either respond to your customer (send him a message on what you are working on) or add an internal comment (specific investigation that shouldn't be shared with your client).

You can follow up on you SLAs at any time!

4.Tthe Customer portal

The customer portal is the interface that our clients will be using. they ca raise requests, add comments to existing requests and follow up on status and can also search the knowledge database for self-servie answers!

Browse by topic

A-S
- agent
- desk
- g7
- g7shell
- g7web
- knowledge
- project
- project-updater
- support
T-Z
- tms
- training

Recently updated articles

Create Guacamole Server with HTTPS
Feb 01, 2019 • contributed by Martin Dunn
AZ-Maintenance
Jan 25, 2019 • contributed by SIMON LEFILS (Unlicensed)
AZ-Infrastructure
Jan 25, 2019 • contributed by SIMON LEFILS (Unlicensed)
TA- JIRA
Dec 04, 2018 • contributed by SIMON LEFILS (Unlicensed)
SXS - JIRA
Dec 04, 2018 • contributed by SIMON LEFILS (Unlicensed)
Recover TACT local job on server
Nov 14, 2018 • contributed by Marie-Laure EL GAMMAL
Maintenance
Nov 12, 2018 • contributed by SIMON LEFILS (Unlicensed)
Nomad
Nov 12, 2018 • contributed by SIMON LEFILS (Unlicensed)
Force regenerate G7 Web views
Oct 30, 2017 • contributed by Martin Dunn
G7 Project Updater Troubleshooting
Oct 30, 2017 • contributed by Martin Dunn
Data Export for Client Handover
Sept 07, 2017 • contributed by Martin Dunn
How-to articles
Sept 07, 2017 • contributed by Martin Dunn
SXSoldata Support
Jun 22, 2017 • contributed by Nesrine Mazouz (Unlicensed)

Browser not supported