|This month sees the return of ‘BackPhil’, a regular column by our support and training manager, Phil Child. Phil has a wealth of experience and tips to share and I’m sure you will find his advice very helpful. In this article Phil shares some thoughts on making the best use of Keynetix’s support.
Throughout my time with Keynetix our support activities have been recorded on a quality control system. This has provided us with an essential way of tracking support calls (or ‘tickets’) as well as providing a historical record of those rare-but-hard issues which seem to take a great deal of time and effort when they first come about. The benefits for the support team are clear.
The system itself has been in a process of evolution, culminating in our use of the Support Suite system as showcased at the User Group Meetings towards the end of last year. The influence of the HAGDMS project has been particularly influential in this area, leading to a system which not only services the needs of the Support Team but provides benefits to our users too, providing a dedicated browser-based interface.
This means that you can go to our website and login to the system yourself. From here it is possible to review existing tickets, be they open or closed.
In order to access the system go to our support pages – note that this is the general support page, as opposed to a product specific page. Click the link for Online Support System. From this page it is possible to ‘Register’, ‘Submit a Ticket’ or ‘Log in’. Users who have followed the link at the bottom of one of the response emails from the support team may have performed some of these tasks already.
Clicking on the ‘Submit a Ticket’ button will raise a call on the support system and notify members of the team. The systems allows you to record the details of your query (much as you would with an email) and upload external files which may be appropriate (e.g., problematic AGS files or an Excel spreadsheet). Note that the system has a file size limit, so we request that only files which are less than 2Mb are sent in this manner. Obviously, it also makes sense to .zip files before sending too.
Note that emails which are sent to the standard support address – firstname.lastname@example.org – are automatically uploaded to the system. Attachments are included in this process, subject to the file size restriction. Phone calls are recorded manually, as are issues which come to us via less conventional means.
Raising a ticket for the first time can also initiate a registration process, for users who are using the system for the first time. The ‘Register’ button clearly provides an alternative method of achieving this.
Registered users can login to the system and review both current and historical support tickets they have raised. This provides a useful way of checking on the progress of a call but also of providing a reminder of solutions issued on a previous occasion. Recently I was speaking with a user in this context who had deleted an email with the all important attachment – by logging into the system they were able to download the file they needed without further delay.
Note that as we have been using the system for a while you may well find that logging into the system reveals a record of a number of tickets already. Of course, this is particularly likely if you have raised support issues with us over the past six months or so.