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 transition them to "Resolved" when you are satisfied with the answer provided
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 - except for changes and releases, here is a diagram showing statuses and transitions:
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)