Overview
When a customer needs help with something, they will usually come to Silvertoad Support. We now need to be sending them to submit a ticket on the support system within the helphub: https://helphub.silvertoad.co.uk/support/
If they go through here they can submit their issue through a form. If you are speaking on the phone, please encourage them to use the priority setting in alignment with our SLA:
| Severity | Definition | Response Time |
|---|---|---|
| Cosmetic | A documentation or cosmetic defect | Within 7 working days |
| Minor | Defect in a part of the Developed Web Services and which is not critical to the Clients service delivery. | Within 3 working days. |
| Major | Defect that means that the Developed Web Services or a major part of the Developed Web Services is unavailable, and which is critical to the Client’s service delivery. | Within 8 hours. The Company will use all reasonable endeavours to respond immediately to Major Defects. |
This will then send the support issue to the Support team via email and on the Freshdesk system.
The customer will also get an email to say their ticket has been received.
If a customer emails support@silvertoad.co.uk, a ticket will automatically be created on the system, and we should only reply through this system.
Support Desk System
When a ticket comes through to us, we can view it on the Freshdesk System: https://silvertoad.freshdesk.com/support/home
Log in to here by clicking LOGIN, and use the Tech@silvertoad.co.uk email and password found in LastPass.
It will make you log in twice on 2 different pages.
You’ll then be taken to the dashboard, where you can see an overview of the whole system.
Click into the second option down on the left hand pane (ticket icon) to view all tickets. You can then use the side menu to refine what tickets you will see or use the filters on the other side.
If you select to view Unresolved tickets, you’ll see what’s outstanding.
Click into the ticket to view more information on it.
You can then use the options to reply, forward, add notes, close the ticket, merge or delete it.
There is also the properties section which you can change appropriately. Assign to will allow you to assign a ticket to a specific staff member.
The customer will not recieve any notifications unless you Reply, Close, or mark the ticket as Resolved.