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1 - Enterprise Support Desk presentation


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


Information

To access the support desk and be able to raise tickets, you need to create an account on our desk. Do not use your existing credentials for an existing JIRA account, create new ones.

Once credentials created, you can access the desk as often as you want:



The Enterprise Support Desk structure follows our support offer:

  • Changes and Releases
  • Incident Management
  • Infrastructure Monitoring
  • Developers Support


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 resolve them 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.

Our Support team will transition the issue as resolved automatically if it's been mentioned in the ticket that the reporter is happy with the issue resolution. If you consider the issue can be resolved, you can always click on "Resolve this issue" on the top right of the screen.

To understand more what are the steps followed by our Enterprise Support Team to reach resolution, 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 WAITING FOR CUSTOMERor IN TESTING to 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 WAITING FOR CUSTOMER or IN TESTING to 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:


4 - Share tickets, Watch tickets

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).

On every ticket shared with you, you can also ask to be notified whenever the ticket is commented / updated (top right of the follow up screen)

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