Customer Support Request (Current customer, non-help desk)

Customer Support Request (Current customer, non-help desk)



This is for current customers. For new customers, see “New Client Intake Instructions” 


Much of this info is intended for the office admin, but it is important for techs to know how to manage customers on the phone, create tickets and prioritize when the office admin is not available.  

FIRST AND FOREMOST: CREATE A TICKET.


Our ticketing system is how we communicate about technical issues with each other and with customers. Every communication and bit of information about an issue should be in the ticket!

When a (current) customer calls with a new problem, CREATE A TICKET.

When you discover a problem that needs fixing, CREATE A TICKET.


FIRST SET THE CATEGORY.  Then use a ticket template when possible.


WAYS TICKET CAN BE CREATED:

  1. Customer calls. Log into AT and click “+” sign to create new ticket. (Customer is not automatically notified that a ticket has been created.)
  2. Customer sends email to Support@ address. Office admin (and customer) automatically receive a notification that a new ticket has been created. 




If a support request is emailed to an individual team member, that team member should reply with a polite request for the sender to send an email to support@nygeekgirls.com or call the office to create a ticket. (Our signatures always include the office phone number so you can say "at the number below".) 




For tickets that are emailed in:
If the contact is not in AT, the correct customer will not be set in the ticket. (In this case, Geek Girls will be set as the “customer.”) When this happens, for managed services customers, a ticket must be created to add the contact to the customer account. If the contact already exists but is using a different email address, you can add that email address to the existing Autotask contact as a second or third email, but verify that this is not a scam and that the person emailing us really is the contact they say they are.  


Tips for creating tickets based on user phone requests:


  • When possible, create ticket while speaking with customer so you can use correct ticket template and view questions to ask to get relevant info. Take your time to record the information accurately. 
  • Always start with the Category!
  • Continue with a ticket template if one is applicable.
  • Next add a contact. This will make it easier to fill out other fields such as configuration item. (Click silhouette icon next to Configuration Item field to choose a config item already associated with the ticket contact.) 
  • Get DETAILS on the issue the user is experiencing before scheduling an appt. 


Support Request Intake (phone or email): 


1. Nature of issue. Get an idea of problem (if on phone, not more than  minute or so – don’t let them go on and on). 
  1. DETAILS: Get specifics. If they use words like “shuts down” or “crashes”, ask what they mean? Is a program crashing, or is the machine crashing? Are there error messages?  (Use ticket template to find relevant questions based on issue.) 
For example, if they say, “my computer won’t turn on”, that can mean many things.  Ask exactly what happens when they press the power button. Do they see the black screen with white writing? Do they see the Windows logo? Do they see their desktop? Can they open Internet Explorer? 

  1. Is it a problem with a specific application? If so, what are the symptoms?
  1. How often is problem happening? When did it start?
    1. Is it affecting more than one computer? 

2. If customer asks, don't be too specific as to when the issue will be resolved. Just say ASAP. You cannot commit. 
3. When you create a new ticket, choose a contact from the contact dropdown box (because this “contact” receives the appointment reminder and external ticket notes.) If the person who contacted us isn’t listed as a contact, you will need to contact an authorization contact on the account (listed in customer's IT Glue Site Summary) to get that person added as a verified contact before we can provide support for them. 
4. Following the above, an appointment scheduling link is sent to the ticket contact using TimeZest. If you are not the office admin, it's best to let the office admin handle this unless the situation is urgent or office admin is out for a full day or more. 
5. To ensure office admin sees and follows up on the ticket, set status to "Follow-Up Needed: Office Admin." 


Important Scheduling Info

For Onsite Assignments

1. Always give client an hour range for tech arrival. So if you schedule tech for 1pm, then tell the client arrival will be between 12:30 and 1:30. This is because the tech may be coming from another job or may encounter transportation issues, so we cannot give an exact arrival time. 


2. Morning on-site jobs for regular techs are always scheduled for arrival between 9 and 10am or earlier depending on client availability and technician . 

3. Unless the call is urgent (and break/fix customer is willing to pay for expedited service), wait to schedule an onsite until you can schedule two onsite jobs in the same general location for the same day - one in the morning and one in the afternoon. 



For REMOTE Assignments:  

Client books a specific time via TimeZest. Client is instructed in the confirmation email to call into the office at the scheduled time.  We don't call the client. (The only exception to this is the Help Desk team. They have separate policies.) 


Further Reading on TimeZest


updated by RP 4/6/23

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