Creating a Ticket For Mission Control

Creating a Ticket For Mission Control

Help Desk Requests sent by email during business hours come to the internal team. Help Desk Requests sent by email outside of business hours go to Mission Control. 

If the internal team is over-extended during business hours, help desk issues can and should be sent to Mission Control. To do so: 

  1. If HD customer calls in: Either forward call for user to customer (347) 308-6455 (our help desk number). 
  1. If HD customer creates a ticket: Edit the ticket so the MC can see it. The resource must be Help Desk and the ticket status must be NEW, or else MC won't see it. You can auto-set these parameters by using Category "Mission Control Helpdesk" and then ticket template 004, "Send to Mission Control".


Mission Control's Autotask Queue

Tickets are visible in queue called "Help Desk". MC will use this queue when they create a ticket from a phone call. (Our Autotask workflow rules also put ticket in this queue automatically if they are received via email from a HD customer after our regular business hours.) 


Ticket Priorities

Tickets forwarded via email automatically get a priority of medium. You can and should edit the ticket priority if necessary. 

MC's SLA's are based on the priority levels and are as follows; the counter begins when the ticket has synced to their side:

1. Critical = 30 min SLA
2. High = 60 min SLA
3. Medium = 120 min SLA
4. Low = less and 24 hours SLA

To ensure reasonable call back timing the priority level must be set correctly, and adding a note to the ticket pointing it out is a good idea too so they can make sure that the user is contacted within the time frame that was discussed between caller and person who created the ticket.

For non-onboarded devices, SLAs apply to pre-purchased hours plus 20% overage.  So we may see longer wait times for non-onboarded customers after we use up our 6-hour block. This rarely happens. 








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