This content originally appeared on TPGi and was authored by Marissa Sapega
TPGi has long provided a project-related help desk to support our audits through which customers can ask questions as they go through our reports and remediate the issues raised.
Now, however, we’ve released a new and more efficient way for customers to engage with our engineers that will allow our clients to quickly sort and find issues, and raise questions in context as they arise. (For this purpose, we have launched our new HelpDesk contracts to provide issue-level support directly alongside the notes and details from the engagement. Contact us for more details.)
How to find your HelpDesk tickets
If you’ve signed up for the new support contract, when you explore an assertion (issue) in your Engagement Dashboard, you’ll find a HelpDesk tab beside the details, KnowledgeBase articles, and commentary.
The tickets in the HelpDesk are only related to the issue (which happens to be “active images” in the screenshot shown here).
TPGi experts will answer the tickets directly with best practice advice, including code samples and screenshots. Developers won’t need to waste time wading through documentation or extensive lists of tickets to find what they need; they’ll have everything at their fingertips. Wherever they read the notes and details of an issue they can ask a question.
Submitting a HelpDesk ticket from an Assertion
When ARC users submit the ticket on the assertion, the TPGi expert will get the context with the original assertion. This ensures that everything is available to address an issue right on the Assertion Dashboard:
- Details of the issue.
- KnowledgeBase articles on the meaning, impact and effective remediation of the issue.
- A commentary for internal notes.
- Full meta-data and notes from the TPGi consultant.
- Direct help with the issue through our HelpDesk.
Contact us today to get a new HelpDesk support contract so you can take advantage of this useful feature.
The post ARC HelpDesk Update: Help where you need it, when you need it appeared first on TPGi.
This content originally appeared on TPGi and was authored by Marissa Sapega
Marissa Sapega | Sciencx (2021-07-27T19:24:56+00:00) ARC HelpDesk Update: Help where you need it, when you need it. Retrieved from https://www.scien.cx/2021/07/27/arc-helpdesk-update-help-where-you-need-it-when-you-need-it/
Please log in to upload a file.
There are no updates yet.
Click the Upload button above to add an update.