IT Vision launch new customer Help Desk

Published: Tuesday, 29 October 2019 at 2:50:08 PM

IT Vision has launched a new Customer Help Desk designed to improve the customer’s IT support experience and create efficiencies both for customers and IT Vision Help Desk staff. The new Help Desk provides customers with efficient access to lodging requests for assistance, searching for information within knowledge base articles as well as quick access to Altus and SynergySoft user guides.

The newly developed knowledge base articles allow customers to self-service in the first instance and find answers to their support questions as quickly as possible.

The new Help Desk also offers improved automated follow up prompts, including:

  • Reminder emails for tickets waiting for customer response which will send after 5 days.
  • Issues that have been resolved for 10 days without any further actions will be automatically closed and the customer notified.

IT Vision Customer Help Desk

How do I start using the new Help Desk?

If you are an IT Vision customer, click here to visit the Help Desk and then click the ‘Sign Up’ button to create an account. Once an account has been created, you will be able to log in to the Help Desk with just an email and password.

Where do I go for support?

  1. Try the ‘Find help and services’ search. This will scan our knowledge base articles which feature FAQs. Alternatively, you can browse our knowledge base articles via the categories listed such as Altus, SynergySoft and Troubleshooting.
  2. Click the ‘Need to raise a request? Contact us’ button, which is located beneath the knowledge base articles. You will then be prompted to select a category for your support query, such as General Support, Training, or Licensing and Billing Questions. Simply complete the relevant fields and include as much information as possible. Then, hit send!

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How do I track the progress of my support ticket?

Once logged in to the Help Desk, click the ‘Requests’ button in the top right corner to view tickets created by yourself, by other members of your organisation, or both. The ability to view support tickets from other members within your organisation improves transparency and efficiency – so you don’t accidentally lodge the same ticket twice!

Click on individual tickets items to check their status and accompanying information such as comments and attachments. You can also escalate, resolve or cancel the support ticket.

If you reply to an email received from the IT Vision Help Desk, these will appear as comments/attachments to the ticket – so all correspondence is captured and documented.

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Does the new Help Desk have a reporting function?

Yes! The new IT Vision Help Desk allows customers to create support ticket reports. Simply click the ‘Advanced Reports’ button - this will allow you to view details of your organisation’s tickets and export the data to Microsoft Excel in one click.

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For more information on the features and benefits of IT Vision’s Help Desk call (08) 9315 7000 or email support@itvision.com.au

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