Blog from May, 2024

We believe that it should be simple to request and receive support. We are excited to share our streamlined service desk experience, which is available immediately for all customers.

The biggest changes end users will notice is the simplification of screens, a reduction of the number of ticket types, and improvements to ticket type descriptions. These changes will make the ticket type selection more clear and will better reflect the types of tickets we receive.  

The changes will:

• Improve the layout of the current home page and make self-help resources more easily accessible

• Reduce wordiness, scrolling, and the number of pages customers must navigate to reach a ticket submission page

• Provide an announcement banner for emerging issues, release announcements, etc.

• Simplify the ticket type selection & ticket submission process

• Automate the categorization of incident severity and subsequent alerts/workflows in line with SLAs

Home Screen Layout

We will use our announcement banner to highlight emerging issues, releases, and other key topics which are important to all customers.

Support topics and quick links put the most commonly-used articles and technical files at your fingertips. All topics on our original site are covered; we have just reduced text and re-organized to help you quickly find the information you need.

Ticket Submission Process

We reduced the number of screens, ticket categories and ticket types you need to navigate through in order to submit a ticket. Simply select the option that best fits your issue, all from the home screen. We have also refined the fields captured in the tickets submission forms to make sure your issue gets to the right stakeholders with the necessary urgency.

Automation of incident classification & resulting workflows

When an incident occurs, rapid triage enables the rights stakeholders to be engaged with the appropriate level of urgency. Per our SLAs, incidents are categorized in multiple levels of severity. These severity levels are based on the level of impact to your business operations and the type of incident (ie, outage, malfunction, etc.).

You will now have one submission form for all incidents, and you will be asked to provide information on the incident type and severity. The ticket will automatically be triaged and initiate notification workflows according to the agreements in our SOPs and SLAs according to the matrix below. Please note that we reserve the right to re-classify tickets based on follow-up discussions and investigations.