Guide to the Enquire Help Desk Support Procedures

Tags: Enquire Support, Support, Tactiv Help Desk

The Tactiv Help Desk strives to deliver the best client support for each and every request. To help you understand more about our support system and processes read on for more information.

Categories: Product Updates

June 19, 2014
| Author: Tactiv Client Services

The Tactiv Help Desk strives to deliver the best client support for each and every request. To help you understand more about our support system and processes read on for more information.

To ensure the utmost client service and fast resolution, every request is carefully reviewed by our help desk staff, logged with a unique identification number and reported back to the client by 5pm the next business day.

The unique identification number is very important as it is the primary means by which we track, record and manage each client’s issues or requests. It is also important for clients should they make an inquiry about their case.

The Help desk process:

When an issue or request is logged, the following steps are taken:

If the issue can be replicated and fixed straight away the client is informed and the issue is closed.
If help desk staff are not able to replicate the reported issue the client is required to provide further information, for example: project number, screen shot of the issue, browser used, version number etc.
If the issue can be replicated and needs attention of an Enquire analyst the issue is logged with an analyst who tries to resolve the issue as soon as possible. Help desk staff keep clients informed and up-to-date on progress.
If the issue requires further investigations Enquire analysts will provide details on a timeframe and possible actions to resolve an issue as soon as possible. Again Help desk staff keep clients informed of progress and if any attention or more information is required from the client.

All issues are analysed in Enquire’s test environment. As soon as they are reconstructed and prove repeatable system development updates can be done.

These updates are then tested and moved to our live environment for further testing by our analysts. Whenever possible updates to Enquire take place outside of business hours, to avoid any potential impacts on our clients.

Enquire’s Help desk is always happy to hear from our clients. We are available to clients Monday-Friday from 9am to 5pm AEST.

You can also contact the Enquire Help desk via email (support@tactiv.net), phone +07 3846 1555 or through the contact form on tactiv.net/contact-us.

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