# Processing of request on the Helpdesk

# ![Screenshot_2020-04-29_at_19.12.41.png](https://knowledge.tauceti-digital.com/uploads/images/gallery/2024-11/9167119816476.png) Getting started

<span style="color: black;">The </span><span style="color: black;">article </span><span style="color: black;">contains essential information and procedures regarding requests and tasks raised by the </span><span style="color: black;">Helpdesk team</span><span style="color: black;">. </span><span style="color: #4054a0;"></span>

Table of contents:

1. [ General information](#bkmrk-general-information)
2. [ Request types (Helpdesk vs DEV)](#bkmrk-request-types-%28helpd)
3. [Helpdesk working hours](#bkmrk-helpdesk-working-hou)
4. [Helpdesk reaction time](#bkmrk-%C2%A0helpdesk-reaction-t)
5. [Request categorisation](#bkmrk-%C2%A0request-categorisat)
6. [Definition of PRIO1](#bkmrk-%C2%A0definition-of-prio1)
    1. [What is the key process?](#bkmrk-what-is-the-key-proc)
7. [Definition of PRIO2](#bkmrk-%C2%A0definition-of-prio2)
8. [Raising requests - best practices ](#bkmrk-%C2%A0raising-requests---)
9. [View of a sample answer sent by us from Easy Redmine system](#bkmrk-%C2%A0view-of-a-sample-an)

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# ![Screenshot_2020-04-29_at_19.12.41.png](https://knowledge.tauceti-digital.com/uploads/images/gallery/2024-11/9167119816476.png) <span style="color: black;">General information</span>

### <span style="color: black;">Helpdesk request Workflow</span>

- <span style="color: black;">EasyRedmine is a bug tracking system that we use to handle customers' requests.</span>
- <span style="color: black;"> To send any kind of request, just send an email to <span class="wysiwyg-underline"><span style="color: #0563c1;"><helpdesk@tauceti.email></span></span>. </span>
- <span style="color: black;">After a while, the system registers the ticket and we confirm its acceptance. </span>
- <span style="color: black;">Our answers are sent directly from the Bugtracker level and then they reach the sender by the e-mail message. </span>
- <span style="color: black;">The e-mail sent to <span class="wysiwyg-underline"><span style="color: #0563c1;"><helpdesk@tauceti.email></span></span> may contain everything that the standard mail message contains. </span>
- <span style="color: black;">If you want to reply to a message received by us - simply reply to the email you have received. </span>

<span style="color: black;">![POWERPNT_u9XaYSFyuP.png](https://knowledge.tauceti-digital.com/uploads/images/gallery/2024-11/9167343324060.png)</span>

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# ![Screenshot_2020-04-29_at_19.12.41.png](https://knowledge.tauceti-digital.com/uploads/images/gallery/2024-11/9167119816476.png) <span style="color: black;">Request types (Helpdesk vs DEV)</span>

<span style="color: black;">In general, requests are divided into two types:</span>

### <span style="color: black;">Helpdesk requests</span>

- <span style="color: black;">All requests described later in this article</span>

### <span style="color: black;">Dev requests</span>

- <span style="color: black;">DEV requests are non-standard requests that require the involvement of the development team in order to execute a given request (e.g. a request that cannot be executed by the HD team using the administration panel). </span>
- <span style="color: black;">All DEV-type requests should be processed on Asana. </span>

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# ![Screenshot_2020-04-29_at_19.12.41.png](https://knowledge.tauceti-digital.com/uploads/images/gallery/2024-11/9167119816476.png) <span style="color: black;">Helpdesk working hours</span>

<span style="color: black;">Helpdesk provides technical support to the client and is available in the following periods:</span>

<table id="bkmrk-monday-friday-1%29-%C2%A0-h" style="width: 100%;"><tbody><tr><td>**<span style="color: black;">Monday-Friday </span>**<span class="wysiwyg-font-size-small" style="color: black;">1)</span></td><td> </td></tr><tr><td><span style="color: black;">Helpdesk working hours</span></td><td><span style="color: black;">09:00-17:00 hrs CET</span></td></tr><tr><td><span style="color: black;">Emergency Operator Support </span><span class="wysiwyg-font-size-small" style="color: black;">2)</span></td><td><span style="color: black;">17:00-24:00 </span><span style="color: black;">hrs</span><span style="color: black;"> CET</span></td></tr></tbody></table>

<span class="wysiwyg-font-size-small"><span style="color: black;">1)</span><span style="color: black;"> excluding Polish public holidays  
</span></span><span class="wysiwyg-font-size-small"><span style="color: black;">2) </span><span style="color: black;">only Blocking Anomalies can be reported in Emergency Operator Support time.</span></span>

<table id="bkmrk-saturday-sunday-3%29-%C2%A0" style="width: 100%;"><tbody><tr><td>**<span style="color: black;">Saturday-Sunday </span>**<span class="wysiwyg-font-size-small" style="color: black;">3)</span></td><td> </td></tr><tr><td><span style="color: black;">Helpdesk working hours</span></td><td><span style="color: black;">none</span></td></tr><tr><td><span style="color: black;">Emergency Operator Support </span><span class="wysiwyg-font-size-small" style="color: black;">4)</span></td><td><span style="color: black;">09:00-17:00 </span><span style="color: black;">hrs</span><span style="color: black;"> CET</span></td></tr></tbody></table>

<span class="wysiwyg-font-size-small"><span style="color: black;">3)</span><span style="color: black;"> excluding Polish public holidays  
</span></span><span class="wysiwyg-font-size-small"><span style="color: black;">4) </span><span style="color: black;">only Blocking Anomalies can be reported in Emergency Operator Support time.</span></span>

<span style="color: black;">Emergency Operator should be contacted by e-mail: </span><span style="color: black;">helpdesk@tauceti.email</span><span style="color: black;"> or by phone +48660599425 (Robert Wrębiak), +48660599416 (Maciej Bochyński).</span>

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# ![Screenshot_2020-04-29_at_19.12.41.png](https://knowledge.tauceti-digital.com/uploads/images/gallery/2024-11/9167119816476.png) <span style="color: black;">Helpdesk reaction time</span>

### <span style="color: black;">Helpdesk reaction time  
</span>

<table id="bkmrk-priority-event-respo" style="width: 100%;"><tbody><tr><td>**<span style="color: black;">Priority</span>**</td><td>**<span style="color: black;">Event</span>**</td><td>**<span style="color: black;">Response Time</span>**</td><td>**<span style="color: black;">Report Delivery Time</span>**</td></tr><tr><td><span style="color: black;">PRIO1</span></td><td><span style="color: black;">Blocking Anomaly</span></td><td><span style="color: black;">2 hours</span></td><td><span style="color: black;">8 hours</span></td></tr><tr><td><span style="color: black;">PRIO2</span></td><td><span style="color: black;">Major Anomaly</span></td><td><span style="color: black;">1 working day</span></td><td><span style="color: black;">2 working days</span></td></tr><tr><td><span style="color: black;">PRIO3</span></td><td><span style="color: black;">Anomaly</span></td><td><span style="color: black;">2 working days</span></td><td><span style="color: black;">5 working days</span></td></tr></tbody></table>

### <span style="color: black;">Emergency operator reaction time  
</span>

<table id="bkmrk-priority-event-respo-1" style="width: 100%;"><tbody><tr><td>**<span style="color: black;">Priority</span>**</td><td>**<span style="color: black;">Event</span>**</td><td>**<span style="color: black;">Response Time</span>**</td><td>**<span style="color: black;">Report Delivery Time</span>**</td></tr><tr><td><span style="color: black;">PRIO1</span></td><td><span style="color: black;">Blocking Anomaly</span></td><td><span style="color: black;">Monday-Friday: 4 hours   
Saturday-Sunday: 6 hours</span></td><td><span style="color: black;">8 hours</span></td></tr><tr><td><span style="color: black;">PRIO2</span></td><td><span style="color: black;">Major Anomaly</span></td><td><span style="color: black;">Not supported</span></td><td><span style="color: black;">Not supported</span></td></tr><tr><td><span style="color: black;">PRIO3</span></td><td><span style="color: black;">Anomaly</span></td><td><span style="color: black;">Not supported</span></td><td><span style="color: black;">Not supported</span></td></tr></tbody></table>

### <span style="color: black;">Definitions</span>

**<span style="color: black;">Response Time</span>**<span style="color: black;"> – specifies the maximum time period before the Helpdesk (or Emergency Operator) confirms receipt of the issue notification and assigns priority to this issue.</span><span style="color: black;"></span>

**<span style="color: black;">Report Delivery Time</span>**<span style="color: black;"> – specifies the maximum time period between Response Time and the moment of delivery of the progress report on the issue to the CUSTOMER. The progress report will </span><span style="color: black;">include:</span><span style="color: black;"> the status of the issue, verified priority level, estimated time of the solution or proposal for temporary solution if available.</span>

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# ![Screenshot_2020-04-29_at_19.12.41.png](https://knowledge.tauceti-digital.com/uploads/images/gallery/2024-11/9167119816476.png) <span style="color: black;">Request </span><span style="color: black;">categorisation</span>

<span style="color: black;">Requests in the context of importance are </span><span style="color: black;">categorised</span><span style="color: black;"> into:</span>

- **<span style="color: black;">PRIO1</span>**
- **<span style="color: black;">PRIO2</span>**
- **<span style="color: black;">PRIO3</span>**
- **<span style="color: black;">Non-issue</span>**

**<span style="color: black;">PRIO1</span>**<span style="color: black;"> - this corresponds to SLA category 1 requests, </span><span style="color: black;">i.e.</span><span style="color: black;"> failure of critical services.</span>

**<span style="color: black;">PRIO2</span>**<span style="color: black;"> - this corresponds to SLA category 2 requests, </span><span style="color: black;">i.e.</span><span style="color: black;"> partial failure of critical services or non-critical services.</span>

**<span style="color: black;">PRIO3</span>**<span style="color: black;"> - all incidents/problems that are not PRIO1/2.</span>

**<span style="color: black;">Non-issue</span>**<span style="color: black;"> </span><span style="color: black;">- request of nature (examples):</span>

- <span style="color: black;">request for support in explaining how the mechanism works - "how to"</span>
- <span style="color: black;">An idea or a suggestion</span>

<span class="wysiwyg-color-black" style="color: #44549b;">![info2.svg](https://knowledge.tauceti-digital.com/uploads/images/gallery/2024-11/9167148967580.png) **Remember**</span><span class="wysiwyg-color-black" style="display: block; margin-top: 10px;">It is possible to automatically mark a sent e-mail request as PRIO1, PRIO2 or PRIO3. To do that you have to type the priority level in the e-mail title for example:  
  
**PRIO1** Slovakian website is not working  
**PRIO2** Unable to search for products on PL PROD  
**PRIO3** Product is not visible on CZ PROD  
  
By doing that it will allow us to react to the issue more swiftly. Please remember that it is case-sensitive, so our system won't recognize "**Prio1**", or "**PRIO 1**". It has to be "**PRIO1**".  
</span>

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# ![Screenshot_2020-04-29_at_19.12.41.png](https://knowledge.tauceti-digital.com/uploads/images/gallery/2024-11/9167119816476.png) <span style="color: black;">Definition of PRIO1</span>

<span style="color: black;">The PRIO1 request is a serious problem with the highest priority. There is a separate handling procedure for this request. Types of problems that can represent the definition of “PRIO1":</span>

- <span style="color: black;">Entire unavailability of the website, where the website means a full set of pages available under a given domain (desktop/mobile), for all users</span>
- <span style="color: black;">The time of loading pages of the website excludes the use of the website, for all users</span>
- <span style="color: black;">The key process does not work for all users</span>
- <span style="color: black;">The integrity of key data has not been preserved</span>
- <span style="color: black;">The security of key data has not been preserved</span>
- <span style="color: black;">The security of personal data has not been preserved</span>
- <span style="color: black;">Unauthorized access to the system</span>
- <span style="color: black;">Unauthorized change of data</span>

## <span style="color: black;">What is the key process?</span>

**<span style="color: black;">Key process - division:</span>**

**<span style="color: black;">1. From the customer side:</span>**<span style="color: black;"> </span>

- <span style="color: black;">User registration</span>
- <span style="color: black;">User login </span>
- <span style="color: black;">Order execution </span>
- <span style="color: black;">Functionalities in the basket enable the execution and finalization of the order</span>

**<span style="color: black;">2. From the business user's side:</span>**

- <span style="color: black;">Logging in to the administration panel </span>
- <span style="color: black;">Failure of the administration panel element to act directly and immediately affect key processes for the consumer (for example support of the *on/off-site* functionality) </span>

**<span style="color: black;">3. From the system side: </span>**

- <span style="color: black;">The exchange of order data between the web platform and the logistics system ("YRMA Logistics") does not work in a way that affects the key processes for customers </span>
- <span style="color: black;">The exchange of payment data does not work in a way that affects and is visible to customers </span>
- <span style="color: black;">The failure of integrations that directly affect the operation of key processes for customers </span>

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# ![Screenshot_2020-04-29_at_19.12.41.png](https://knowledge.tauceti-digital.com/uploads/images/gallery/2024-11/9167119816476.png) <span style="color: black;">Definition of PRIO2</span>

**<span style="color: black;">PRIO2 requests are partial failures of PRIO1 type critical services, however:</span>**

- <span style="color: black;">Their occurrence is not massive or continuous</span>
- <span style="color: black;">Critical processes are not interrupted </span>

**<span style="color: black;">Examples of problems that can be classified as "PRIO2":</span>**

- <span style="color: black;">The order confirmation email is not sent to the customer, but the order itself can be placed correctly by customers  
    </span>
- <span style="color: black;">Partial unavailability of the website</span>
- <span style="color: black;">Product search engine on the website does not work properly</span>
- <span style="color: black;">Password reminder functionality does not work</span>

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# ![Screenshot_2020-04-29_at_19.12.41.png](https://knowledge.tauceti-digital.com/uploads/images/gallery/2024-11/9167119816476.png) <span style="color: black;">Raising requests - best practices </span>

1. <span style="color: black;">Giving the appropriate title to the request. The title of the e-mail will be identical to the title of the registered request in our bug tracking system. The appropriate title will significantly improve the detection of the source of the problem. </span>
2. <span style="color: black;">One email sent to <span class="wysiwyg-underline"><span style="color: #0563c1;"><helpdesk@tauceti.email></span></span> causes one separate ticket to be registered in our system. Therefore, the commonly used, best and strongly recommended by us practice is to describe one problem in one email. </span>
    1. <span style="color: black;">Applying threaded answers to our feedback to avoid generating new tickets which would be duplicated. </span>
3. <span style="color: black;">Giving as many details as possible about the request. This will make it much easier for us to detect the problem and solve it more efficiently. </span>
    1. <span style="color: black;">Giving exact reproduction steps. </span>
    2. <span style="color: black;">Adding bug illustrating attachments (screenshot, video). </span>
    3. <span style="color: black;">Providing information when a problem occurred. </span>
    4. <span style="color: black;">Determining where the problem occurs - only on the desktop version, only on the mobile version or on both. </span>
    5. <span style="color: black;">Determining whether the problem was one-off or repeatable. </span>
    6. <span style="color: black;">It is often useful to provide information about the device on which the problem occurred.</span>
        1. <span style="color: black;">device model </span>
        2. <span style="color: black;">operating system version </span>
        3. <span style="color: black;">information about the browser (and the version you are currently working on) </span>
4. <span style="color: black;">Information on whether the problem occurs in a mass/global scale or only for one user. </span>
5. <span style="color: black;">Specifying the environment in which the problem occurs. </span>
6. <span style="color: black;">In case of a PRIO request by typing in the e-mail title **PRIO1**, **PRIO2** or **PRIO3** you will change the priority of a task in our system automatically to the written PRIO level. This will allow us to handle your request swiftly.</span>

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# ![Screenshot_2020-04-29_at_19.12.41.png](https://knowledge.tauceti-digital.com/uploads/images/gallery/2024-11/9167119816476.png) <span style="color: black;">View of a sample answer sent by us from </span><span style="color: black;">Easy Redmine</span><span style="color: black;"> system </span>

<table id="bkmrk-visualization-of-an-" style="margin-right: auto; margin-left: auto; height: 44px; width: auto;"><tbody><tr style="height: 22px;"><td class="wysiwyg-text-align-center" style="text-align: center; vertical-align: middle; height: 22px; width: auto;">![Picture1.png](https://knowledge.tauceti-digital.com/uploads/images/gallery/2024-11/9167432209820.png)</td></tr><tr style="height: 22px;"><td class="wysiwyg-text-align-center" style="text-align: center; vertical-align: middle; height: 22px; width: auto;"><span class="wysiwyg-font-size-medium">*Visualization of an example helpdesk response message* </span></td></tr></tbody></table>