...

...

1 - Enterprise Support Desk presentation

The Enterprise Support Desk is accessible using this URL: Enterprise Support Desk

...

To help you find what you are looking for faster, Maestrano Enterprise Support Desk is linked to Maestrano Enterprise Documentation and redirects you to articles related to your questions.

2 - Raise a ticket

To raise an issue, just click on the appropriate section and the appropriate ticket type on the Enterprise Support Desk and fill in the fields presented - some of them are mandatory. The more details you can give, the better our team will be able to assist, so don't hesitate to be as descriptive as possible.

...

Click on "Create". You will automatically receive an email to confirm we have received your request. Maestrano Support Team will get back to you shortly, following the SLAs set up for your platform.

3 - Tickets follow up and resolution

To follow up on your current issues, you can always access the Enterprise Support Desk, comment on the issues, or even transition them to "Resolved" when you are satisfied with the answer provided

3.1 - Comment on an issue

Every time an issue is commented or updated, you will also receive an email from our Enterprise Support Team.

...

To understand more what are the steps followed by our Enterprise Support Team to reach resolution - except for changes and releases, here is a diagram showing statuses and transitions:Image Removed, and our release process in general, you can check the article: Change and release process.

3.2 - Transition an issue

You may want to transition a ticket from one status to another:

• Send back to support: from 

  Status
  title Waiting for customer

  or 

  Status
  colour Yellow title In testing

   to

  Status
  title Waiting for support

  , e.g. when you answer a question asked by the support team to add more details to the ticket or when you unvalidate a feature or bug fix after testing
• Resolve an issue: from 

  Status
  title Waiting for customer

   or

  Status
  colour Yellow title In testing

   to 

  Status
  colour Green title done

  , e.g. when you validate a feature or retest a fix on a bug or if you receive the answer to your question.

When you are able to transition the status from one to another, you will be able to click on the following icon:

Image Added

4 - Share tickets, Watch tickets

Image RemovedImage Added

After raising a ticket, you can always share it with someone using the desk, or with your full organisation ("Share" on the top right of the screen). By default, it is shared with your organisation. You can remove the organisation if needed (on the right of the screen).

...