IT Ticketing Process
Freshservice is the new IT Service Management Platform to enhance business workflow and user experience.
Key Features:
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Service bot: A virtual agent will be available from 26th April 2023 on your Microsoft Teams, enabling users to view their open tickets or add a reply to a service request.
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Streamlined support portal: We have designed service requests to best suit your request categories. Just select the relevant type and fill out the required fields.
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Incident and Change Management: Freshservice will enable the IT team to manage incidents and change processes more efficiently. Users can raise a service request, and IT will convert it into a change request (as required), send/receive approvals from the relevant department heads, and apply the change.
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Tablet and Mobile compatibility: PC not working? No problem! Use your mobile or tablet browser and log in to the MRC Support portal to raise a Service Request.
Ticketing Process 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.
- Once the ticket has been submitted, IT will follow through the process to resolve the ticket.
Ticketing Process via Servicebot
- 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