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Service Desk Ticket Flow

Service Desk Ticket Flow

HelpDesk1

If You’ve Already Submitted a Service Request…

Please use the Big Sur Customer Portal to check on your Service Requests. Do not send another email to check on the status of your issue as each email sent to service@bigsurtech.com will create a new service ticket. Missie will be your best option to check the status of a ticket.

Once you login to the Big Sur Customer Portal you will have complete visibility to your service records. If your account isn’t set up or you have forgotten your password, please call Missie at 813-269-9145 Option 2 and she can get you all setup on the portal. When you are logged in pay special attention to the status of the ticket and the notes. It will give you a good understanding of where the ticket status sits.

Here is the process that we follow to resolve your service ticket

Once we receive your request for support, several things happen:

  1. New Service Ticket
    A new service ticket is generated with a ticket number that can be used to track your request via the Customer Portal.
  2. Automatic Acknowledgment
    You get an automatic acknowledgment that your request has been received and logged.
  3. Ticket Processing
    Once the ticket has been created we then process it to evaluate the best resource to handle the question or issue.
  4. Email Response
    You may receive an email directly from a resource as they begin working your request, followed by a phone call to discuss.
  5. Automatic Updates
    The system automatically updates you on the progress or status of the work according to the workflow rules we have set up.

Two special requests to you:

  1. Ticket Related Responses
    If a ticket has been generated and you want to respond or update us about the same issue, please REPLY to the email notification you receive, rather than creating a new email. This allows the system to keep all related correspondence in the same ticket.
  2. Ticket Unrelated Responses
    If you have to notify us of an unrelated problem, please create a new email to service@bigsurtech.com and do not reply to an existing case or ticket email.

If you would prefer to call us, please do!

  1. Our service coordinator is in the office from 8:00am until 4:30pm M-F Eastern Standard Time.

Thank you in advance for your assistance and cooperation. Our goal is to provide you world-class support. We would appreciate any feedback on how we are doing


Here is a video that explains the HelpDesk Portal.

BigSurCharles

Charles Love has been working in the IT Support and Consulting field since 1997. Before IT, Charles was working on his FAA A&P Airline Mechanic Certification in Queens, New York. Charles’ first managed services position was in 2001 on Farmingdale, Long Island, back then MSP’s were called Solution Providers. Throughout his career he has provided valuable consulting to various types of customers and technologies throughout North America. Charles started out as the first Big Sur full-time hire of the now rapidly increasing technical support team. As Director of Service and Cloud Operations, Charles’ role includes developing new and streamlined processes for all of Big Sur’s offerings and leading Big Sur’s highly talented team of engineers.


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