Definitions:
- Freshdesk is a cloud-based customer support platform. It is an online help desk software that integrates support channels such as email, phone, chat, and social channels. CSE has decided to use Freshdesk as the Incident Management software.
- Incident is an event that is not part of normal operations that disrupts operational processes. An incident may involve the failure of a feature or service that should have been delivered or some other type of operation failure. In this context, an event can be any occurrence that has significance for system hardware or software, including those that are part of normal operations. Incidents include minor disruptions, such as running out of disk space on a desktop machine.
- Ticket is an instance of a process. Each ticket is a task assigned to a group/person.
The goal of CSE's new Incident Management System is:
- to capture data for all incidents and requests we experience. This will help us understand the frequency, impact, and root causes of incidents and improve our operational quality.
- to design an effective and efficient work flow for incidents and requests to improve productivity.
- to provide transparency and accountability.
How it works:
- All CSE employees have access to Employee Support.
- Employees are expected to open a ticket to report an incident or request a service.
- The ticket will be routed to the relevant party based on the category selection.
- The recipient party will assess the request/incident and take required actions.
- The requester can view and track ticket status, result code, and result explanation.
- The requester will also receive email notifications when the ticket is updated.