An employee asks the vendor's support team for help
Who is involved
| Role | What they do |
|---|---|
| Employee | Files, follows and rates a support request. |
| Platform support agent | Answers from the vendor's own desk. |
Step by step
- Employee
Clicks the life-ring icon, types the problem and finds no matching article.
What they see:The page suggests filing a request.
- Employee
Files a request choosing topic and urgency.
What they see:The request gets a ticket number and opens its thread.
- Platform support agent
Reads the request on the vendor's desk and replies.
What they see:The reply shows in the employee's thread with the support team's name.
- Employee
Answers a follow-up question.
What they see:If the ticket was waiting or resolved it reopens.
- Platform support agent
Resolves the request.
What they see:The employee's thread shows Resolved.
- Employee
Gives a star rating.
What they see:The rating counts in the vendor's satisfaction figures.
Who is told what
The vendor's team is alerted in its own helpdesk to new requests and to customer replies. The employee is not alerted when support answers and finds the reply under Support, My tickets.