Aller directement à la fin de la bannière
Aller au début de la bannière

Tickets processing

Aller directement à la fin des métadonnées
Aller au début des métadonnées

Vous regardez une version antérieure (v. /wiki/spaces/SUP/pages/49283261/Tickets+processing) de cette page.

afficher les différences afficher l'historique de la page

« Afficher la version précédente Vous regardez la version actuelle de cette page. (v. 3) afficher la version suivante »

🌩️ Contents :

View ticket status

  1. In your request history, the status of tickets is displayed in the "Status" column.

image-20240111-140315.png

You can filter on specific states.

  1. On a ticket, the status is displayed in the top right-hand corner:

image-20240111-140652.png

Status meaning

Tickets follow a workflow Each ticket has a status, which indicates which phase of the workflow it is in.

Meaning

Ticket status

You have made a customer support request.

  • A new ticket is opened, and an agent is assigned to it.

OUVERT

An agent has been assigned to process the ticket.

  • Other teams, such as developers and sales staff, can also be involved, depending on the problem.

PRIS EN COMPTE

A reply has been sent to you, and we look forward to hearing from you.

  • This can be an initial exchange to understand the problem, or an answer that directly resolves the ticket.

EN ATTENTE DE VOTRE RETOUR

The agent is waiting for a response from another internal department before finalizing the processing of the ticket.

EN ATTENTE RETOUR INTERNE

A resolution has been made and the ticket is awaiting your acceptance of the resolution reason.

  • The ticket can then be marked as Reopened or Closed.

RÉSOLU

You have confirmed acceptance of the problem resolution.

  • The ticket is considered definitively closed.

FERMÉ

How tickets are prioritized

As soon as a ticket is taken into account, our agents assign a priority to your request, indicating its importance and the associated SLAs, i.e. the handling and resolution times to which we are committed.

We have 3 priority levels:

  • High A high-priority request has an immediate and significant impact on the customer's business. The incident severely disrupts productivity.

  • Average A problem that can be circumvented: average demand has a limited impact on the customer's business.

  • Low Low-priority request: a low-priority request is an anomaly or a non-blocking, non-urgent issue.

You can find more information about technical support on this page: https://meteorage.eu/fr/support-technique

  • Aucune étiquette