Help Desk Support
Live dedicated customer support help desk services with staff specifically trained to handle all issues for our customers' needs.
The key elements of the Help Desk are:
Jira - Online Issue Tracking Tool
Instant Issue Logging and Ticket # on first call
Ability to Track Issue Progress online
Dedicated Program toll-free numbers and Email
Dedicated Functionally Trained Help Desk Staff
Fully Manned Work Hours Support
Extended Support as necessary
Established SLA and Response Times
Help Desk services are described in detail below.
Users will have access to a toll-free number, an email address, and an online system (Jira) to report and track all issues.
As resolution of the issue proceeds, each step is tracked and updated with comments in Jira. At any time in the process, end-users can phone, email or fax the Help Desk for up-to-the-minute status updates on open issues. End-users will know if an item has moved into development, is awaiting review or has been resolved and is in internal testing.
CCI recognizes the importance of communication in providing excellent customer service. We track all help desk activity in Atlassian Jira. The online tool is easily accessible to all users.