The ticket is opened on the portal by the client (with eventual phone or chat notification) with first self-classification (Urgent, Not Urgent)

Helpdesk ticket re-classification

o Urgent / Not Urgent

• Not Urgent: It is assigned to problems not affecting the functionality, which can be easily resolved without impact on the system’s users, or to not urgent requests (e.g. small data remediation, process state variations, objects eliminations, etc.)

• Urgent: It is assigned to problems affecting the functionality, or to problems that could impact the users of the system. 

o Bug / Support.

• Bug: in cases where the problem is related to basic software malfunctions, or problems related to releases or the installation of new modules

• Support: Finalized through support vouchers, it concerns all areas not directly related to the first category (bug). For example:

• • verification of module general settings

  • General use of the software

  • explanations or instructions about processes related to single modules

  • workaround for simplification or abbreviation of processes

If necessary, request details from the user via email, chat or telephone.

Taking charge of the ticket and resolution of the problem within the timing indicated by the SLA.

communication via portal of the resolution of the problem and contextual closure of the ticket