Ticketing Process
To create a ticket via Support portal:
- Once logged in to the support portal, select raise a service request option from the homepage.
- You will be redirected to the service catalogue page, where you will need to select the most appropriate service item.
- The service items capture all the required information for quick resolution of the issue. The service items are reviewed by IT regularly.
- If none of the items match your requirements, please use the “General Service Request” option.
- Requesters will have an option to choose the priority and the urgency of the ticket. Please refer to the business SLAs listed below.
To Raise a ticket via service bot:
- Open the chat with Servicebot.
- Type raise a ticket.
- The bot will give you the option to raise a ticket.
- When selected the option, a general request form will open within teams.
- Please fill out the form and a new ticket will be raised. You will be notified with the ticket number via the bot also.
- For creating tickets within teams chat, select 3dots < more actions< create a Freshservice ticket.
Business SLAs