How to track my Customer Support requests?

A user can track all their requests in Competera, see their status and execution deadline.

For companies with multiple campaigns all requests are listed on the same customer support page: no matter in which campaign and by which manager they were created.

When a user reports a ticket, it will initially be displayed on the support page with the status “Waiting for support”. When a support manager takes on a user’s request, the ticket status will be changed to “In progress”.

Finally, when the reported issue is fixed by the support, the ticket gets a status “Resolved”.

After a ticket is marked as “Resolved” by the support manager, it automatically disappears from the Customer support page in the dashboard.

If the support manager has additional questions about the created request, a user will receive an e-mail notification about it. Also, a user can read and answer additional questions by the support and leave comments by clicking on the icon “Activity”:

In the open tickets window, a user may also see information about the support manager's commitment to react to a ticket or resolve one within a limited time frame. The time to first response is fixed for all requests and is limited to 8 business hours, while the time to resolution depends on the complexity of the reported issue and the actual Service level agreement (SLA).

The SLA defines the level of service expected from a user from Competera and dictates the deadline for an issue resolution as well as the quality level for valid matches and data points delivery:

If a user notices, that the reported issue is still present, he/she can reopen the “Resolved” ticket within 72 hours after it was marked as “Resolved” by the support manager. In case the issue is reopened, the Time to resolution is reset to the initial timeframe.

In order to access all the tickets relevant to an account (including the Resolved ones), a user may click on the “Raise or view all tickets” button in the upper right corner of the open tickets window. It takes a user to the internal ticket repository called Service Desk with a more detailed view of all reported tickets.

Existing Service Desk users may be required to enter a Login and a Password:

New Service Desk users will be offered to create a Password:

After entering the Service Desk it is necessary to choose “Any status” in the drop-down window in the upper left corner to be able to track all the tickets, including the Resolved ones:

A user can access any ticket from the list for a more detailed view by simply clicking on its title.

In case a user wants to reopen a Resolved ticket, he can choose the “Back in progress” option and the issue will be returned to the support team for an additional review.