Ticketing System
- Tommaso Vaccarella
- Francesca Martino (Unlicensed)
HyperTv truly places customer success at the highest spot in its priority list. As a consequence, the company allows multiple channels to facilitate Connected-Stories Customer Support.
Our Customer Support system is built on Atlassian's Service Desk and allows clients to open different support requests. There are 3 different support requests each with its own workflow. Requests are examined by the customer success team that then assigns the tasks to the developers according on the issue type.
Clients are notified by email as soon as the ticket request is sent and also have the chance to check their request status at any point in time. In addition, every person related to the specific ticket (client, assignee, watchers) is notified through email if any change of status occurs. This include potential comments related to the ticket workflow.
Every user account related to a client can share support requests among its team and therefore having access to all requests made.
In addition to Service Desk, it is possible to receive customer support via:
- Direct email (support@hypertvx.com)
- Phone (+1.929.277.7519)
- Live Chat (Olark)
Support via phone or direct email is recommended to be used if critical issues occur. Issues including system inoperability, lockouts, and system errors are considered critical. For immediate support on issues such as minor system bugs and further guidance through the campaign creation, Live Chat is the best way to go. If the operator is not capable of helping without the aid from the developers, a ticket is open on the client's behalf. From that moment on, the ticket is treated just as if the client would have opened it through Service Desk itself.
To each request a priority is associated according to the following scheme:
| Priority | Description |
|---|---|
| 1 | Service is unavailable or process cannot complete. There are no workarounds and the condition is business-critical. |
| 2 | Process cannot complete, but the condition is NOT business-critical. |
| 3 | "Cosmetic" problem with low criticality with no financial or business impact. |
Response and resolution time depends on customer support plan chosen by the client.
SERVICE LEVEL MONITORING
Customer's support requests are evaluated according to predefined metrics. These metrics are computed in real time in the system and can be provided upon client's requests. This allows both HyperTv's customer success team and the client to always improve its services and be compliant with the agreement.
Response time and resolution time are the metrics HyperTv particularly focuses on.
Response time is the period between ticket's creation and agent's first response (automatic email upon ticket creation does not count towards response time).
Resolution time is the period between ticket's creation and its final resolution. Resolutions are communicated to the client through an automated email through Service Desk.
Service Level Agreement's (SLA) goals depends on specific issues, their priorities, and to the kind of agreement in place. Customer success' operator can check the above mentioned metrics in real-time to verify that SLA's objectives are met.
CUSTOMER SUPPORTS REQUESTS
- Incident: Incident is the most serious problem a client can face and therefore has highest priority on any other.
- Problem: These requests are generally linked to malfunctioning aspects of the platform either due to bugs in the code or to systems' problems.
- Support: Support requests refer to platform's usage and guidance.
For details regarding each request, click on their respective links to see the section.