Helpdesk Reporting Standards

In an effort to provide the best quality customer service, we are implementing a standard for Helpdesk reporting best practices.  The below set of guidelines and examples will assist you in providing the best possible set of information to the IS Department so we can perform our tasks more effectively to better serve you, our customers.

Prior to submitting a ticket through HappyFox, you should first make sure what you are seeing is in fact an issue.  Try some simple troubleshooting techniques:

• Restart the application giving you problems

• Restart your computer (or Virtual Workstation)

• Make sure everything is plugged in securely (especially your network cable)

• If an Agency Link or Point IN rating error, read the error message first to see if you can find keywords that may lead you to a cause of error and/or scan the Quote(or Endorsement) to see if mandatory data is missing (i.e. a vehicle added but not assigned to a driver)

• Refer to your underwriting guidelines or Business Analyst/Manager to re-affirm business rules that may be causing the error

Once you’ve determined that there is in fact an issue beyond your repair, proceed with reporting the issue to the helpdesk.

Critical Information Needed for Reporting Issues to the Helpdesk

When reporting issues to the helpdesk, please include:

• System in question

• Transaction type (NB, Renewal, Endorsement), when applicable

• Insured Information (Name, Policy number, Mod), when applicable

• An idea of what you are trying to do in the system

• Expected behavior of the system

• Detailed description of the issue

• Screen shot of the issue

• Troubleshooting steps you’ve taken prior to reporting the issue

Note:  We do understand that everybody is busy and doesn’t always have time to troubleshoot an issue for an hour before creating a ticket or to put Screen Shots on every ticket, so we are asking to use your best judgment and if you have any questions feel free to ask.  Keep in mind that when we get detailed and specific information at the creation of the ticket it is more effective in assigning the case to the proper person to handle your request which will ultimately speed up the resolution process of your tickets.

Examples of a General Helpdesk Ticket

Here are some bad and good examples of a routine helpdesk request.

Bad example:

Mandatory fields are completed: (Category/Issue Description)

Subject (Brief description of issue): Email not working

Message (detailed description of issue with troubleshooting steps taken):  My outlook is not working properly

Good example:

Mandatory fields are completed: (Category/Issue Description)

Subject (Brief description of issue): Outlook | Sending email | Unable to send email, items sitting in outbox

Message (detailed description of issue with troubleshooting steps taken):  When connecting to outlook for the first time this morning, I noticed all of my mail was received correctly, but when trying to send a new item it just went straight to my outbox. See the below screenshot for the failure sending message.

Troubleshooting steps:  I restarted outlook – no success

I manually tried to send/receive – no success