Service Desk Status Definitions

Open

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

Open

• One of our Customer Support Coordinators is working on your request.

• 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.

• We do not have the hardware in stock to complete your order. 

• We will advise you of an ETA once we receive 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