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:
- If HD customer calls in: Forward call for user to (347) 308-6455 (our help desk number).
- If HD customer creates a ticket: Use ticket category "Mission Control Helpdesk" and then ticket template 004, "Send to Mission Control" to edit the ticket so MC will see it. (This will set the resource to Help Desk and the ticket to NEW. These fields must be set this way or else MC won't see the ticket on their end.)
Mission Control's Autotask Queue
Tickets being handled by Mission Control are visible in AT queue called "Help Desk".
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 = 24 hours SLA
To ensure reasonable call back timing the priority level must be set correctly. In addition. if a ticket is more urgent, it's a good idea to add an internal note to the ticket pointing out the urgency so MC can be sure to contact the user within the time frame that was discussed between the caller and the team member who created the ticket.
SLAs apply to pre-purchased hours plus 20% overage. So we may see longer wait times after we use up our 6-hour block. This rarely happens and is usually not an issue, but it's good to be aware of it and discuss it with Roberta if it becomes an issue.
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