With a little help from my friends - The Plunet Support FAQ Track

1. With a little help of your friends

2. The Plunet Support FAQ Track

3. Topics
① Introduction of the support team
② A few statistics
③ Recurring problems – and how we solve them
④ How we work and how costumers collaborate with us
⑤ Q&A
Slide 3/463

4. The Plunet Support Team

5. We’re introducing: The support team
Daniel Ganz Bernhard
“Bernd” Weiler
Alexander
Schuessler
Michael Sterr Sylvester
Weise
Thomas
Hilbert

7. 43.000
Solved Tickets
11%
9000
800
35%
28%
Helpdesk
User
Growth
Feature Suggestions
(per year)
Tickets (per
year)
Usage and technical
questions
Avg. annual
Ticket Growth

8. Recurring Problems
(and how we solve them)

9. Recurring Problems
• Native PDF creation
• Auto- Upgrade
• Troubleshooters for recurring issues (E-Mail etc.)

10. How we work. A quick tour.

11. 1. Step:
We’ve got a
new ticket
1. Step:
We’ve got a
ticket!

12. 1. Step: Ticket - Example A
Hi Support!
One of our users cannot create the PDF “Job Assignment” when they use the FCFS (first come first
serve) option. The users name is Tom Soyer
This is how you reproduce it:
- Open an order, click on Job list
- Add the workflow test-TRA-PRF-EDT
- click on the PRF Job and select at least 2 vendors and try to create a job assignment
You can see that also in our system in the order # O-91864

13. 1. Step: Ticket - Example B
Hi Support!
One user cannot create PDFs. Please resolve that.

14. 2. Step:
Reproducing and
isolating the issue

15. Q & A
Please let us know what
you think!

16. All ideas, proposals, text and images are the intellectual property
of Plunet GmbH and are subject to the pertinent copyrights.
The unauthorized use of this material is expressly prohibited
– no part of this document may be furnished to others, copied,
reproduced, or transmitted by any means or for any purpose.
All rights reserved.

17. Thank you
Any Questions? Let’s talk.
Michael Sterr∙ michael.sterr@plunet.com
Sylvester Weise∙ Sylvester.weise@plunet.com