Support & Ticketing System (CRM)

Český manuál zde.

Introduction

We realise that each software is only as good as support and services available together with it. This is the reason why we have prepared new support and ticketing system (CRM) for our customers. Thanks to this system, we are able to handle all requests coming from our customers much better, share them in our support department and solve faster.

Log in to the System

In order to raise a ticket or to see the status and history of all your previous tickets, please visit our website http://crm.deso.cz and log in with your credentials.

Your company has one Primary contact in the CRM and can have other (more) users. Primary contact has some additional permissions like being able to see tickets of all other users, etc.

You may see different sections in the system with more detailed information about running projects, etc. But the main part is Support section for your tickets.

Support – New Tickets

You have two options how to create a new ticket:

1. Go to section Support and click on Open ticket.

An empty form pops up. Basic instruction how to fill it in:

• Subject – this is the name of the ticket. Please try to keep it concise and straightforward.
• Project – if we cooperate on multiple projects together, please choose which one the issue is related to.
• Department – a required field, please select “Support”.
• Priority – low/medium/high – please try to keep the priority on up to the medium level and only use the high level in truly urgent cases.
• Service:
  • BUG fix – a software error occurrence.
  • New Requests and Orders – requirements for a new function.
  • Help & Support – other requests and common customer support.
• Ticket Body – the description of the ticket with all necessary details. If needed, also attachments can be added in the next step.
• Attachments:
  • allowed are the following types: jpg, png, doc, docx, xls, xlsx, pdf, zip, rar
  • the maximally allowed size of the attachment is 2MB

2. Send an e-mail to support@deso.cz

This option will create a ticket automatically but without an option of any advance settings. E-mail subject is taken as the ticket name, e-mail body creates the ticket body, e-mail attachments go to the ticket attachments, priority is always on medium level.

This option is available only in case you send the e-mail from address registred in the CRM.

Notifications & 24/7 Overview

You can see anytime what the status of your tickets is, including historical tickets which were solved already in the past.

After submitting a new ticket, you will get an e-mail notification with a confirmation of the ticket having been opened successfully. Here, you will find a link to the ticket so you can follow its progress. However, it is not necessary to keep checking CRM as we will notify you per e-mail with all important information as well as if there is an activity necessary from your side.

In tickets summary, you can track all your tickets and what stage of processing they are currently at. There are 6 stages whereas every ticket is unique and does not need to go through all the stages.

• Open – this ticket was opened successfully and is waiting to be processed by our support team. We always try to approach new tickets as soon as received and we search for a possible solution immediately.
• In progress – ticket is being processed by DESO. This means we are trying to find a solution for your request – we consult, discuss, prepare documents, etc.
• Answered – this ticket was answered to and we wait for a response from you – we might need some feedback or documents from you and we cannot continue processing the ticket unless you take some action. The action you need to take is written in our reply.
• In dev – stands for “in development”. These tickets were already sucessfully processed and are planned to be implemented into the software – our team of developers is aware of your requirements.
• On hold – tickets on hold cannot be process at the moment because it was agreed that they should be postponed. However, we do not forget these tickets and as soon as the right time comes, we will process them as well as inform you of the development.
• Closed – these tickets were resolved. We will always notify you when we are closing a ticket so you can know what excatly was done for you and how.
• Waiting for approval – means that we have carefully analysed your request and checked the time needed for its realisation with our development team. Now, we have sent you a cost proposal and we need your approval to be able to start working on it. You can find more details in our reply.

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