Internal SQ Digital

For internal use by SQ Digital

How to – Request: Technical Support

When do we raise a Technical Support Ticket? 

Any technical support query (defined below) needs to be raised through a ticket. In the first instance, we take down details of the issue and submit a ticket, letting the Customer know that a member of our Technical Support team will get back to them shortly once they have investigated the issue further.

A new technical support ticket should be raised for each different issue. So if there is currently a ticket open with an issue for a client a new ticket should be opened if another issue is reported.

What is classed as Technical Support? 

There are 2 types of technical support internal and external, these are often issues which arise unexpectedly. This does NOT include planned work for a client. The common classes of internal and external technical support are listed. 

External (Clients):  

  • Email issue
  • Website issue (Page not loading, error been shown, not functioning as expected)
  • Hosting/Server issue
  • Hosting Cancellations
  • DNS Amendments
  • Website has been broken by mistake

Internal (SQ Digital Staff): 

  • Computer problem 
  • Internet issue 
  • Forgot password 
  • TV Problem 
  • Software issue
  • Hardware issue
  • LastPass problem

When to raise an ‘Extreme’ priority ticket

In the event that a extreme priority issue is confirmed and that requires immediate action, select ‘Extreme’ as the priority ticket type. Examples of these are listed.

  • Any SQ Digital website is down/broken
  • A monthly clients website is down or inaccessible
  • A monthly, e-commerce clients website is unable to take orders
  • A customers website has been hacked
  • A server error message is displayed on a customers website

Selecting Extreme priority will notify the entire D&D team of this issue, so that it can be resolved ASAP.

How to make a request? 

Details Required: 

  1. Description of the issue 
  2. Company of client (External request) 
  3. Name of client (External request) 
  4. Phone number of client (External request) 

Raise request: 

  1. Open Accelo, go to create at the top of the page and click ticket from the dropdown 
  2. On the create ticket page enter the details as below 
    • Company – Find company related to request (SQ Digital for internal) – If you can’t find the required company set it to SQ Digital.
    • Subject – Provide a short summary of the issue 
    • Description – Provide all details about the issue 
    • Tags – This can be left blank 
    • Assignee – Set this to the D&D project manager (James Brady) 
    • Contact – Preferred contact for the client company about the issue 
    • Type – Select Technical Support 
    • Status – Requested will be selected is the only option 
    • Monthly Contract – Select none if you get this option unless you are an AM and know at this point it will be coming from the client interval budget 
    • Class –  
      • External request (Client) – Select the most relevant class under Technical Support – External, such as Email Issue. 
      • Internal request (SQ Digital) – Select the most relevant class under Technical Support – Internal, such as Computer problem. 
    • Priority – Select None. Unless this is an extreme priority request as defined above.
  3. Click Create Ticket 
  4. You will now be asked to enter a few extra details. Enter these details as below. 
    • Domain Name/URL – Website address related to the issue. Enter “none” for an internal issue 
    • Preferred Phone Number – Preferred phone number to contact the client on about the issue. Enter “none” for an internal issue 
    • Preferred Contact Name – Preferred person to contact in the company about the issue. Enter “none” for an internal issue 
  5. Click Save 
  6. You have now raised the ticket for technical support 

Optional – Convert email into ticket/technical support request for a client in Accelo: 

If you receive an email from a client already in Accelo with a technical support request, you can convert this to a ticket. The client needs to be in the Accelo system for it to appear in the Accelo inbox. 

  1. Open Accelo, click inbox at the top of the page 
  2. Find the email from your inbox (Most recent will be at the top) 
  3. Select the email, it will show up on the right pane. 
  4. Just next to the email date on the right side, there are 3 vertical dots. Click this and select Convert to Ticket from the dropdown 
  5. The email details are now used to prepopulate the creation of a new ticket. Now just follow from step 2 above to make sure the other details are correct. 

 

 

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