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Business Users, Notification Process, Support Engineers - Coggle Diagram
Business Users
Onboarding
RollOut of MSI to the users
Onboarding Individual Users with O365 SSO
Creating Autotask User & mapping with O365 user id
Setting SLA for the organisation
Onboarding Organisation
View & Track issue
View Incidents
View Closure notes
reopen if necessary
Initiate chat
View Service Request
View Closure notes
reopen if necessary
Initiate chat
Raise Support ticket
Incident
View or track incident with SLA
View Closure notes
reopen if necessary
Service Request
View progress notes
View Closure notes
Reopen if necessary
Initiate Chat Request
Chat with agent to discuss issue
Close chat if resolved
Request to open ticket/open ticket by themselves if not resolved
Accept screen sharing request from agent
Attach and share files
Notification Process
On Customer Chat Request
Notification to Agent in Web app & integration with workflow
On Ticket/Service Request raised
Notification to Agent
On Response to ticket from Agent
Notification to Customer
On Resolution of ticket from Agent
Notification to Customer
If not resolved - Request to reopen ticket by customer
notification to customer
SLA notifications to Agent for tickets
Support Engineers
Respond to customer chat request in Chat Window
Raise ticket on behalf of customer if needed
Request for screen sharing
Ticket resolution / closure
Request for more information / files about the issue
work on ticket raised by customer
Request for screen sharing if needed
Request for more information/files about the issue
Ticket resolution / closure
Add Case notes to Cases or service request