This is the third article in a series written by Arsham Mazaheri, Head of Navetti ClientCare™, meant to provide insights into how our clients can use Navetti ClientCare™ to their advantage on a daily basis.
In this edition of Navetti ClientCare™ working procedures, I want to guide you to our Service Desk, which is the single contact point between our clients and Navetti ClientCare™.
The content of this article are divided into five sections as follows:
- When and why to open a ticket in Service Desk
- How to open a ticket in Service Desk
- How to follow the status and progress of a ticket
- How to communicate with Navetti ClientCare™ agents via a ticket
- How to share a ticket with your colleagues
When and why to open a ticket in Service Desk:
In general you may create a ticket in our Service Desk mainly because of five reasons:
- An incident has occurred regarding any of Navetti’s products or the implemented integration, and you want us to investigate and solve it, or possibly suggest a workaround for it. In such circumstances, if your Navetti PricePoint™ is integrated to other systems (e.g. ERP or CRM), you may first want to make sure the incident has not occurred because of a problem/incident in the other integrated systems
- You have a question regarding any of Navetti’s products that you cannot find the answer for it in Navetti Knowledge Center™ or our Information Library
- You have a service request like resetting a password, requesting access to Navetti Knowledge Center™, or any request for a service regarding our Service Desk
- You have a Request for Change (RFC) to submit, or an idea/business need to discuss that can be implemented as a new or extended functionality in any of Navetti’s products
- You want to add, remove, or modify data in the database
How to open a ticket in Service Desk:
In order to be able to open a ticket in our Service Desk, you first need to have an active account in our Service Desk.
To request a new account or to re-activate your account in our Service Desk, you can send an email to firstname.lastname@example.org. We will then create/re-activate your account and send the credentials to your email address.
When you receive your account and its credentials, you can go to the Navetti Service Desk customer portal
Figure 1: Login to Navetti Service Desk customer portal
After you log in to the customer portal in our Service Desk, you can either search for a “how-to” article in our Information Library (A in Figure 2), or create a ticket by choosing the type of request you have (B in Figure 2).
Figure 2: Ticket types in Navetti Service Desk
There are two ways to create a ticket in our service desk:
- The recommended way is through our Service Desk customer portal, by simply clicking on the appropriate request type you have (B in Figure 2). Depending on what type of request you have, you may need to enter different information in the open window. In all ticket types, filling in at least a Summary of the request is mandatory. For incident tickets, filling Urgency and Impact of the incident are mandatory also (Figure 3). Our Service Desk will automatically assign a priority to your incident ticket based on the urgency and the impact you have defined. We have five levels of priority in our service desk as Blocker, Critical, Major, Minor, and Trivial, which will be assigned to each incident ticket based on different combination of Urgency and Impact.
- The other way is to send an email to our designated email address for our Service Desk (if you don’t know the designated email address of our Service Desk, you can send an email to email@example.com and we will help you). We generally don’t recommend this way because created tickets by email are categorized as General Request, and since no Urgency and Impact can be defined for them via email, no priority will be assigned to them.
Figure 3: Priority will be assigned to incident tickets based on the chosen Urgency and Impact
How to follow the status and progress of a ticket:
After you create a ticket in our Service Desk either via the portal or email, you will receive an automatic notification in the ticket as well as through your registered email in our Service Desk, acknowledging the ticket is registered in our Service Desk and informing you regarding the set priority (in case of incident tickets). Each registered ticket in our Service Desk will get a unique reference code (e.g. NSP-123) that can be used later for following up the status of the ticket.
To follow up the status of your ticket, you can login to our Service Desk customer portal and on the top right corner, select Requests, and then select either My requests or All requests (Figure 4). There, depending on your selection, the existing requests will be listed. You can modify the shown list by using the provided filters on top (Figure 4).
In the list you can check the status of the tickets in one glance. Clicking on the reference code in the list will open the ticket, where all the communications in the ticket is accessible.
HINT: Clicking on “Requests” will also show you the tickets that are waiting for your approval to proceed. This is required normally for RFC (Request for Change) tickets. You can click on “Approvals”, and then click on the tickets waiting for approval. You then have the option to either accept or decline the changes.
Figure 4: Navetti Service Desk customer portal
How to communicate with Navetti ClientCare™ agents via a ticket:
There are two ways to communicate with our agents through a ticket:
Via the Service Desk customer portal
- Log into our Service Desk customer portal
- Open the ticket
- Add your comment / attach documents in the ticket (Figure 5)
- You will receive an email notification when you open a ticket, or an activity (e.g. adding a comment or status change) is done in the ticket that you have opened or if the ticket is shared with you. In order to communicate with our agents by email, you can simply reply to the received email by keeping the subject line intact. This way, your reply will be added as a comment to the ticket and any attachment to the email will be added to the ticket as attachments. The agent assigned to the ticket as well as those who the ticket is shared with will be notified regarding your comment.
HINT: If you don’t want to receive email notifications for the activities done in a ticket, you can press “Don’t notify me” button in the ticket’s page (Figure 5)
Figure 5: Ticket’s view in customer portal of Navetti Service Desk
How to share a ticket with your colleagues:
You may want to get your colleagues involved in a ticket for various reasons. To do that (Figure 5):
- Go to Service Desk customer portal and open the ticket you want to share with your colleague
- Press the Share button in top right corner of the ticket’s page
- Start by typing the name of your colleague in the appeared box
- Press the Share button
HINT: If you regularly want to share tickets with a group of your colleagues, you can easily do so by putting all your colleagues in a so-called “organization” group, and simply share the ticket with that “organization” whenever you want to share a ticket with that group of your colleagues. You can read more about how to create organizations in our Service Desk here.