Raise a Support Query
Raising a Support Query in 3t Transform Help Centre
To raise a Support Query, you must be in the 3t Transform Help Centre Portal - https://3tenergy.atlassian.net/servicedesk/customer/portal/2
Please select one of the below options
When raising a Support Query, the ticket should provide enough detail so the team can follow the steps to recreate the bug in the system. It’s important to provide enough information as possible so the team can investigate it and resolve the issue.
Please provide the below information when creating the ticket so the Customer Excellence Team and can investigate this issue:
Field | Details |
Summary | This should be short and to the point. A very brief summary of the issue. |
Description | Include as much information as possible so the team can understand and assist with your query. |
Attachment | Provide attachments to support your query if it would be helpful. |
URL | Provide a link to the exact page you are on to allow the support team to assist with your query if it would be helpful |
Client | This is the company the query is being raised for |
Definition of Ticket Statuses
When you’ve raised a ticket, you will notice that there is status assigned to it. The status will show what stage of the process the ticket is at.
Status | Description |
|---|---|
Open Issue | The ticket has been raised but there has been no action taken yet |
Under Investigation | A member of the team is looking at your ticket and is carrying out an initial investigation |
Awaiting Client Info | A member of the team has looked at your ticket but requires more information from the requester |
Raised with Development | The support team have completed their investigation and require assistance from the development team to close your request. A development team has been raised for one of the developers to look at. |
Fix in Place Awaiting Release | The development team have completed their development work and it will be in the live site on the next release |
Client Sign Off | The change in settings, advise given or task has been preformed to resolve the query raised on the ticket. Tickets will only be in this status for 7 days and if no response received to confirm resolution then the ticket will be moved to closed/resolved. |
Closed/Resolved | The issue has been resolved and there is no further action required |
Response & Action Timescales
This is an extract from Service Level Agreement (SLA)
Required Actions
There are 3 main actions that must complete for every ticket that is raised from the portals.
Action | Description |
|---|---|
Response | A member of the team must respond to the requester/reporter on the ticket raised within the set timescales to acknowledge the query and inform them that it’s being reviewed. |
Review | A member of the team must investigate the ticket raised and go back to the requester/reporter with a the next steps or the action that has been taken within the set timescales. The could be a number of things such as raising a development ticket, a link to a user guide, arranging further training sessions etc. |
Resolution | A member of the team must resolve the ticket within the set timescales, giving the report/requestor a solution so the ticket can be closed. |
Timing of Actions
Listed below are the types of issues that can be raised and timings of when they will be dealt with as per the agreed SLA’s.
The timescales listed are working hours/days
Type | Response | Review | Resolution |
|---|---|---|---|
Support Query | 3 hours | 1 day | 3 days |
Working Hours (Time zone = GMT (Greenwich Mean Time))
Day | Opening Time | Closing Time |
|---|---|---|
Monday | 08:00 | 16:00 |
Tuesday | 08:00 | 16:00 |
Wednesday | 08:00 | 16:00 |
Thursday | 08:00 | 16:00 |
Friday | 08:00 | 16:00 |
Saturday | Closed | Closed |
Sunday | Closed | Closed |