Komosion Internal Helpdesk

(zendesk)

V2June 2011

Trying to avoid

Client Paid Work

Non-Paid WorkProductionRequests

ProductionSchedule

Emails

Verbal

Emails

Emails

Emails

Verbal

Verbal

Verbal

Process for Helpdesk Work

Helpdesk Work

ProductionRequests

Requests

komosion.zendesk.com

DialogONE CENTRALISED

HELPDESKLogs

AutomationMonitoring

…

Helpdesk Requests• Any request for production resource, and• Not covered by a (paid for) client project & project

number + sign off

Includes:• Assistance with quotes and pre sales• (Technical) Support (covered under software

subscriptions)• Review of client requests• Technical requests & bug fix requests• Infrastructure requests & Internal projects

Client Projects (Directly Paid Work) Process unchanged, note

Client Paid WorkRecord on PNT

PMO assigned dedicated PM

PMO@Task

Must have Signed Order / Contract

Must have Job #

Zendesk Get Started

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Submit a Request

Complete Request FormThe more information and details you provide the quicker and better we will be able to assist you.

If you require your ticket completed by certain Due Date you must select Task from the drop down menu.If you select any other option, you cannot set due date and we’ll endeavour to get back to you within a reasonable time frame.

Where relevant, explain how we reproduce the problem & include screen dumps.