Service Desk Status Definitions

Understanding the customer service desk work-flow
Overview of complete workflow, the path to resolution is dictated by the transitions
Note: you can comment and add additional information to your request at any stage

In Review - Your request has been lodged and is awaiting action from our Customer Support Team. We aim to get to all Support Requests within 8 business hours of the issue being raised.

This status requires action from the customer.
If you did not receive a notification from the portal to say we had replied. Please check you have notifications enabled . You can find instructions on how to do this in the here.
The following information may be required depending on the type of request (the Customer Support Coordinator will elaborate with a comment)
- Vehicle registration
- Contact details
- Vehicle location for work to be performed at
- Screen grabs
- Users affected

This status requires action from the customer.
This status indicates we have sent you a quote and are waiting for a purchase order number before we can proceed with your request.

This status indicates the issue requires a deeper level of technical knowledge.
The Customer Support Coordinators will be collaborating with the Software Engineers to diagnose the issue at this point.

This status indicates the issue requires a deeper level of technical knowledge.
The Customer Support Coordinators will be collaborating with our Level Three Hardware Support Specialist and TS team to diagnose the issue at this point.

Your order has been processed and is with our logistics team awaiting hardware dispatch.
We aim to dispatch within 5 business days of processing BaU orders.
If we are awaiting stock we will advise and provide an ETA as soon as we have received this from our supplier.

If your request is for Field Maintenance then we will transition the request to "ASSIGNED TO INSTALLER" when any hardware required has been dispatched.
The installer will make contact with the person entered as the contact with access to the asset on the service request. The installers aim to make first contact within 3 business days of receiving the hardware.

If your installer requested has been booked
If you have not heard from the installer for a week, we would recommend ringing the installer, if you are unsure of there contact details then comment on the ticket.

If your installer requested has been unable to be booked
We would recommend ringing the installer, if you are unsure of there contact details then comment on the ticket, and our team will provide the details.

Smartrak are waiting for service information. This could mean any of the following:
- Smartrak are waiting for information from suppliers, installers etc.
- Smartrak are waiting for the asset to be used so we can check the data to ensure the reported issue is resolved.
- We are waiting on internal information so we can resolve your issue.

This status indicates the issue requires a deeper level of technical knowledge from our Technical Services Team
The Customer Support Coordinators will be collaborating with the TS Team to diagnose the issue at this point.

This status indicates the ticket has an issue and has been put on hold from some reason.
- Reasons could be, unable to book the job, or we have run into an issue with the ticket that can not be resolved.
If your ticket is sitting On Hold, and you are unsure why, please ask on the ticket, and one of the team will explain why

OR

This status indicates the Customer Support Team believes your issue has been resolved, or the installer has indicated the initial Field Maintenance task has been completed
If the field maintenance task has been completed by the installer, this will trigger an automated transition to resolved.
This is an opportunity for Customer feedback.
The ticket can be reopened automatically by making another comment