I am often asked by clients, “what is the easiest way to get in touch with you?” My answers is always “send me an email”. While I enjoy meeting face to face with many of our clients and end users on project discussions and planning meetings there is a clear and efficient means for communicating when you need assistance.
Our help desk at Cybernut has taken it one step further by implementing automated processes and a complete ticketing system which documents every action and communication we have with our end users. Our help supports over 2,000 users across 80 different offices located around the metroplex on a daily basis.
Our help desk and service teams actively work support requests both on the help desk and in the field between the hours of 0800 am and 5pm Monday through Friday. Our help desk system uses a queue that creates a support ticket for each individual request by an end user. These tickets are entered two ways, automatically from an end user emailing their issue to us, or manually by a technician when the end user calls into the help desk by phone.
Aside from critical issues such as “Servers offline, internet outages, and entire offices outages” each ticket is assigned to a queue and waits for the next available technician to begin working the issue.
This is the critical thing to remember, when an end user phones in to get help they actually delay our help to others as a technician has to stop working his current case and stop to answer the phone and manually enter a ticket for the user calling in. The technician will then either escalate the issue to tier 2 or enter the ticket manually into the queue and let the caller know that a technician will contact them as soon as the next available technician reaches their ticket in the queue. This is usually within the hour but can be up to four hours according to our normal business day support SLA (service level agreements) with most of our customers.
On the flip side, if you learn to compose a new email to email@example.com and enter the subject of your support request in the subject line, then give us your name, company, best number to reach you at and then give us as much information about your support issue in the body of the email when you send this to us our system will immediately queue your request and open a brand new ticket automatically for us. These are the client we absolutely love! By ensuring your request goes immediately into our queue a user can typically expect a call back from one of our technicians in just a few short minutes and usually within the hour.
So the next time you need to engage the help desk for assistance and you or someone in your office are able to email firstname.lastname@example.org you will complete the request quickly and ensure a quick response by us to you! Phoning in your request bogs down the tech, drags out the ticket entry process, and slows our response to you! So our tip this month is to utilize email to open support requests with us to email@example.com keeping our phone lines clear for critical issues will ensure that when you and your company are facing the critical outage we are able to quickly investigate and begin working to restore your services and get you back into business! Remember if you have questions, need to place an order for software, hardware, or issue change add requests for your office we would appreciate you emailing those requests directly to us at firstname.lastname@example.org to prevent any delay in getting to those changes and quotes for you. By emailing us directly our response may be delayed if we are in meetings or out of the office that day. Emailing email@example.com guarantees a response by our team.
Key Takeaway Points:
Please note that bypassing the email way to request help by emailing us at firstname.lastname@example.org will delay our response in helping to address your issue. In the past we have had clients email their favorite technician not knowing that the technician was actually on vacation, off for the day, or previous assigned other work and emails requests are typically ahead in the queue as phone requests take more time to enter into our system.
We want to ensure that your request does not fall between the cracks so please be sure to email email@example.com each and every time you create a support request. Your favorite tech may be off that day, or attending training, or may be on vacation.
Contacting your favorite technician after hours on a cell will be subject to after-hours billing rates, Please be sure your supervisor has authorized the after-hours support which is invoiced per incident separate from routine maintenance work performed during normal business hours 0800am to 5pm CST.
If your organization finds that they really need to be able to call for after hours support after 5pm or needs weekend support on Saturday or Sundays please email us to request a quote to upgrade your SLA service level agreement to cover these additional support upgrades.
Email support requests received after normal business hours are entered into our support queue and will be addressed on the next business day. If received on a weekend the next business day will be Monday.
Cybernut observes all Federal holidays, we typically have an engineer on call during Federal Holidays for critical issues. All other requests will be addressed on the next business day after the holiday.