Call handling

Call handling is how ICOM's Service Desk handles requests.

Process Model

"Before we get into trying to troubleshoot your issue, I'll need to ask you a couple quick questions ..."

Who is impacted?
- One person, what's unique about this guy?
- One group, are they in the same geographic area?
- Everybody, so this could mean a serious system/server issue?
What is URL/app version being used?
- It's important to be working on the correct system - sometimes a client may have multiple apps with us
- If you wind up escalating your Expert Technical Support Group will need this
- List available below in "eco/FiLMS/Web Hosting - Instance Inventory"
What were they trying to accomplish?
- To identify the issue it might help to understand what they were trying to do before bad things happened
What is their browser/OS?
- Web apps behave differently in different browsers

Some housekeeping to track trends in tickets

Is this an emergency?

Priority * more info
- Low (low user count &/or low damage growth)
- Medium (medium user count &/or medium damage growth)
- High (high user count &/or high damage growth)

Can you reproduce the issue with the client still on the phone?

Can you resolve the issue with them still on the phone?

Your resources

Knowledge Base
- Search for the client name under Clients in the left sidebar under "Documentation"
- Check "Categories of User Request", below on this page