Valuepointsystems.

com | Since 1991

End User Ticket Handling Process

Ticket Creation Process
Valuepointsystems.com | Since 1991
Valuepoint Systems will offer 24x7 technical and customer support services from its support center from Bangalore. Support will be provided in English language

All requests for support from the client will originate with the filing of a Support Ticket in Kaseya Service Desk through email/phone/web which is processed by the

customer support services of Valuepoint called the Welcome Center.

Email:

The customer would send their support request through email to <email address>

Phone:

The customer calls the Toll-Free or Local support hotline number, if calling from North America

Web Tickets:

Customers can also create tickets via web if they have access to our support portal <Portal URL>. They can also view/update the tickets through the support site with

the option available (email technical support)

Escalation Process
Valuepointsystems.com | Since 1991
This section of the document will explain the escalation process for the ticket when required. A case can be escalated to the next level due to the following reasons

 High Priority Case

 Important Customer

 Escalation requested by the customer

 Issue not resolved in the given time frame

 Not enough resources available at L1 level to process the request

Escalation of the case can be done either via Phone/E-mail or assigning the ticket to the escalation group in the ticketing tool depending on how it is configured/agreed.
Email Templates
Ticket Creation Notification
Valuepointsystems.com | Since 1991
 
Subject:
 
<ticket.subject> <ticket.id> <priority>
 
Message:
 
Dear <ticket.requester.name>,
 
Issue Reported: <ticket.description>                                                                                                                                               
 

We would like to acknowledge that we have received your request and a ticket has been created.
The ticket number is <Ticket Number> and a support representative has been assigned to this ticket who will respond to you with the status update in (X time frame)
<ticket.request_summary>
To view the status of the ticket or add comments, please visit 
<ticket.url>

Thank you for your patience.

Sincerely,

<Helpdesk Analyst Name>

IT- Support Team
<Contact Details>
 Valuepointsystems.com | Since 1991
Agent Adds comment to Ticket Agent solves the Ticket
Subject: Subject:
  <ticket.subject> <ticket.id> <priority>
<ticket.subject> <ticket.id> <priority>  
 
Message Message

Dear <ticket.requester.name>, Dear <ticket.requester.name>,

There is a new update on your ticket. You can view your ticket by visiting Our Support Rep has indicated that your ticket has been Resolved. 
<ticket.url>  
Resolution <ticket.resolution_details> 
You can also reply to this email to add your comment.  
Agent Name: <ticket.agent.name>
<comment.commenter.name> added a note: – 
<comment.body> If you believe that the ticket has not been resolved, please reply to this email to automatically
reopen the ticket.
Sincerely, If there is no response from you, we will assume that the ticket has been resolved and the
ticket will be automatically closed after 48 hours.
<Helpdesk Analyst Name>
IT- Support Team Sincerely,
<Contact Details>
<Helpdesk Analyst Name>
IT- Support Team
<Contact Details>
 Valuepointsystems.com | Since 1991
Agent closes the Ticket
Subject
<ticket.subject> <ticket.id> <priority>
 
Message
Dear <ticket.requester.name>,

Your ticket - <ticket.subject> -  has been closed.

 
Issue Reported: <ticket.description>                                                                                                                                               
 
Resolution <ticket.resolution_details>

We hope that the ticket was resolved to your satisfaction. If you feel that the ticket should not be closed or if the ticket has not been resolved,
please reply to this email.

Sincerely,
<helpdesk_name> 
IT-Support Team
<ticket.url>
Report Types
SL. No Report Name Period
Valuepointsystems.com | Since 1991
1 Pending and closed incident Report Daily
2 Alerts Generated Daily
3 No of Incident Reports Weekly
4 Call Report of Key executives Fortnightly
5 SLA / KPI Report – MIS Report Monthly
6 Call analysis Report Monthly
7 High call analysis Report Monthly
8 Response and Resolution performance Report Monthly
9 Adds, Moves and Changes Reports Monthly
10 Backup reports mentioning completion/ failure of backup jobs Monthly
11 Repeated call analysis report Monthly
12 High call Analysis Report Monthly
13 Response and Resolution performance report Monthly
14 Inventory Report Monthly
15 Part defect / replacement Report Monthly
16 Number of Service Request Report Monthly
17 Adds, moves and Changes report Quarterly
18 Vendor Performance Report (Vendor Wise) Half Yearly
Valuepointsystems.com | Since 1991