Overview

This document illustrates the Tollanis internal team requests intake process designed to efficiently manage, allowing for prompt response and effective resolution to questions and concerns coming from both Tollanis and SCC internal employees. The use of Zendesk as the central intake ensures transparency, accountability, and streamlined communication within the organization.

Contents

• Purpose of this Document
• Ticket Categories
  • Tollanis-related queries
  • SCC-related Queries
• Procedure
  • A. Request Submission
  • B. Zendesk Ticket Creation
  • C. Ticket Assignment and Triaging
  • D. Ticket Triaging
    • SLA Expectation
    • SLA Priority Definition
  • E. Addressing Questions and Technical Issues
  • F. Resolution and Response
  • G. Ticket Closure
  • H. Feedback Collection
  • I. Knowledge Base Update

Purpose of this Document

This specialized process is dedicated exclusively to addressing Tollanis and SCC-related inquiries, focusing specifically on queries related to the ticket categories listed in the next section.

Ticket Categories

Tollanis-related Queries

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SCC-related Queries

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Procedure

A. Request Submission

Internal team members submit requests using the Zendesk Help Center Form. 

1. From the Please choose your issue below menu, select Tollanis Internal Support Requests. 

2. Make sure to provide your email address. It will be used to identify the requester, otherwise the team will not have a way to respond to the query. 

3. Specify the nature of the request by selecting the appropriate Ticket Category.
   
   

   Conditional fields will appear depending on the selected Ticket Category. Below are the conditional fields: Are you the only user impacted by the issue you are reporting? Select "Yes" if you are absolutely the only user affected. Select "No" if there are other users affected. Are all users impacted, or just a few (not more than 3) by the issue you are reporting? Select "Few" if there are no more than 3 users affected. Select "All" if everyone you know is affected. Is the system working slowly or not working at all? Select "Slow" if the system is working but running slowly. Select "Not at all" if the system does not load at all or is throwing error messages (e.g., Page cannot be displayed, Server timed out). Specify the nature of the request on the Ticket Category field (see Ticket Categories section).

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B. Zendesk Ticket Creation

Zendesk automatically generates a ticket for each request, categorizing them based on the request type.

C. Ticket Assignment and Triaging

• Zendesk assigns the ticket to the appropriate team/group.
• The team receives a notification that a ticket has been created.

D. Ticket Triaging

• The team reviews the ticket and assesses its priority level (e.g., Urgent, High, Normal) and nature of the request.

• SLA Expectation

  Severity Level	Response Time	Resolution Time
  Urgent (Sev1)	30 minutes	4 hours
  High	1 hour	8 hours
  Normal	4 hours	3 business days
  Low	24 hours	5 business days

  
  
  

• SLA Priority Definition

  Issue Priority	Description
  Urgent Issues	Service is down, a significant feature is unavailable with no workaround, or there is a data loss.
  High Priority	Service is operational but highly degraded performance to the point of major impact on usage.
  Normal Priority	Service is operational but partially affected, like minor performance issues, bugs affecting some users.
  Low Priority	Service is fully operational but the user has questions or needs help with configuration, enhancement, or non-critical issues. This also includes user account creation requests, reporting requests, and other non-critical requests.

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E. Addressing Questions and Technical Issues

• Our team assesses the nature of the inquiry and based on the SLA, responds to the requester with the required information. If we need more information to understand the concern, the assigned team member will reach out to the customer via email or Slack.
• For technical issues with Vicidial or the order system, the support team investigates the problem, troubleshoots, and resolves the issue. They will then inform the requester once the issue is resolved or addressed.
• Generating Reports:
  If the request involves generating reports, the team compiles the necessary data, creates the report, and ensures its accuracy and relevance.

F. Resolution and Response

The Service Delivery team resolves the request or provides a response within the parameters outlined in the SLA. If additional time is required, a preliminary response acknowledging the request's receipt and indicating the expected resolution time is sent.

G. Ticket Closure

Once the request is resolved, the ticket is closed in Zendesk. If further follow-ups are required, the ticket remains open until the request is completely addressed.

H. Feedback Collection

After resolution, feedback is collected from the requestor to assess their satisfaction with the support provided.

I. Knowledge Base Update

If the request involves a unique or complex issue, the solution is documented in the Knowledge Base for future reference.

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