Client Support System Overview

The following process describes how to create a new ticket through the ETL website.

Before raising a ticket, you are encouraged to consult the FAQ-Area of the website to check for known resolutions to common problems. If there is no FAQ covering the incident you will need to raise an incident. This is done by completing a form on the ETL website. Upon completion and successful submission you will automatically receive an email containing the unique identifier (ID) and details of the ticket.

The ticket is placed in one of the pre-set queues. Selection of the appropriate queue and priority setting will be verified by the CSS Manager.

The CSS Manager, on receiving notification of the new ticket will:

• place the ticket in the correct queue (if necessary)
• modify the priority setting (if necessary)
• give the ticket a new owner, i.e. transfer the ticket ownership to the relevant agent.

The system will notify you automatically when:

• the ticket is received
• the ticket’s queue is changed
• the ticket’s owner is changed.

When the ticket is first received its status is NEW.

The Agent (i.e. the member of ETL Customer Support who will be dealing with the ticket) will:

• liaise with you to resolve the problem to your satisfaction

Once the agent contacts you, the ticket’s status will be changed to OPEN, and will remain so until the incident is closed, whereupon the ticket’s status will be changed to CLOSED.

A diagram of the process is shown below: