PORTAL has based all its activities in a different manner of its own. We at PORTAL do not make projects just because the client wants it, but study the requirement of why the need&hellip
2. Way to create a ticket
a. Through http://www.portalinfotech.in/portal
b. By calling our helpdesk (0674-2572257)
c. Email the complain to helpdesk@portalinfotech.in
4. Raise a ticket
a. Login as Guest
b. Type your company name, Department, Email, Name, Mobile
c. Choose Type and Sub type of complain
d. Describe about the complain
e. Identification of Portal serial number
f. Submit the ticket.
g. After submit the ticket you will get an popup for your email.
h. Now you can see your ticket number.
18. Escalation Matrix
1.Very High-
IRT(Initial Response Time) :- 1 Hour
MPT(Maximum Process Time) :- 2 hour
2.High-
IRT(Initial Response Time) :- 2 Hour
MPT(Maximum Process Time) :-1 Day
3.Medium-
IRT(Initial Response Time) :- 1 Day
MPT(Maximum Process Time) :-3 Day
4.Low-
IRT(Initial Response Time) :- 1 Day
MPT(Maximum Process Time) :-1 WEEK
19. Internal timing process
a. User to Helpdesk – 5 Mins
b. Helpdesk to Facility Manager – 30 mins
c. Facility Manager to Engineer – 60 mins
d. Engineer to Customer – 4 hrs
20. Summerise
a. All the new issues, coming to
helpdesk@portalinfotech.in, one ticket suppose to be
created automatic and send to customer email within
15 minutes and reply back to the user and assigned to
facility manager with ticket no.
b. And after receiving the email with ticket number, the
concern team should immediately accept the ticket so
the ticket status automatically changed. and start
analyzing ticket and put correct priority, after discussion
with engineer, analyzing the intensity and impact of
issue to the business/productive work.
