BTOTS SUPPORT: TICKET, PROCESS, AND EXPECTATIONS. BTOTS Web

(1)

BTOTS S

UPPORT

: T

ICKET

,

P

ROCESS

,

AND

E

XPECTATIONS

(2)

Overview

 Support ticket  Support process

(3)

What is a Support Ticket?

A support ticket is:

1. A form, you as a user, can fill out if you encounter a

problem or have a question.

2. A “ticket” is a way for Support to keep track of all

the incoming questions and/or problems.

3. A way for the BTOTS user to get in contact with

support.

4. A way for the BTOTS user to check on the status of

(4)

Do I

NEED

a Ticket?

 No.

 If you are more comfortable contacting Support over the phone, we will create a ticket while we are talking to you on the phone (again just so we can track the

(5)

How do I get to the Support Link to Ask

a Question or to Call Support?

 On BTOTS Web Home Page  Example on next slide

(6)

To Access Support or Get Help

(7)

This screen will now appear once you click on the “Support” link. Two options to choose from when you need help:

1. Fill out the form you see below and click “Report Issue” in green 2. Call the BTOTS help number to receive help, which is listed on this

(8)

Good vs. Poorly Filled-Out Support

Ticket: Good Support Ticket

(9)

Good vs. Poorly Filled-Out Support

Ticket: Poor Support Ticket

(10)

Filling Out a Support Ticket: Uploading

a Screenshot

A great way to give exact details of the problem is to upload a screenshot, as shown below.

(11)

How to Upload a Screenshot

(12)

How to Upload a Screenshot

CONTINUED

(13)

Once You have Saved the Screenshot

 Click “Choose file” open the where you saved the screenshot and then click “Open.”  Support will “scrub” or remove from all screenshots for Personally Identifiable Information

(PII). Note: attaching a screenshot to a support ticket is the ONLY time it is OK to have PII.

(14)

Support Process

 Form is filled out and you have sent it to Support

OR you have called in to Support. Next Steps:

 We now have your question, problem, or idea for an

upgrade that you believe would make the system better.

(15)

Support Process CONTINUED

 A notification has now been sent to Support.

 Support will send you back a notification indicating

that your ticket has been received and Support is working on a solution and will respond when the problem is fixed.

(16)

Support Process CONTINUED

 If the problem is a bug or system issue, Support will

notify MDSC developers.

 If it is a policy-type question, support will contact

Baby Watch.

 The processes above will be conducted via a

Support system call “ZOHO Support” and “ZOHO Assist.”

(17)

What ZOHO allows Support to Do

 Zoho allows Support to connect with multiple

people (i.e., Baby Watch, MDSC, BTOTS users).

 Zoho Assist will allow for Support to screen share

with a BTOTS user in order to physically see the problem or question at hand.

 Zoho Support also allows for BTOTSmusers to

check on the status of their ticketsthrough the customer Support portal.

 The above system will help Support to solve issues and the information concerning Zoho, other than the customer Support portal, is for your information only and will not affect BTOTS users.

(18)

Z

OHO

C

ONTINUED

…

 Support ticket in Zoho

 What Support fills out when a BTOTS user sends a form or calls.

(19)

(20)

E-mail Verification

 _{Dear Jenni Borg,}

Welcome to the BTOTS Customer Self-Service Portal! You are invited to access BTOTS Customer Self-Service Portal. By accessing this portal, you can now track your requests online.

Your User Name: [email protected]

Please click here to accept invitation.

If you are not the intended recipient of this invite, please contact BTOTS Support at [email protected].

Thank you,

(21)

(22)

(23)

(24)

What You can Expect from Support

1. Timely response to problems, questions, concerns,

and/or suggestions.

2. An e-mail notifying the BTOTS user who has asked

the question that support has received his/her question.

3. A response indicating a solution within 24 hours. 4. If a solution is going to take longer than 24 hours to

fix, a response will be sent indicating that Support is working on the problem and will contact you

(25)

What You can Expect from Support

CONTINUED

5. Live Support from 9 am-3 pm (phone and screen-share) and 9 am-5 pm (BTOTS Web form or e-mail).

6. (In the near future) Documents containing commonly asked questions with solutions on BTOTS Web (i.e., FAQ link).

7. Professionalism in all aspects of support question, problems, and suggestions.

(26)

Support Guidelines on BTOTS Web

 Review Errors messages will pop up if you are required to complete an activity before moving on.

 Review error messages will pop up if you are required to complete an activity before moving on.

(27)

Help with Field Definitions

(28)

Support when Error Messages Appear

(29)

Support Contact Information

 On BTOTS Web: Fill in support ticket *THIS

METHOD WILL BE THE QUICKEST WAY TO RECEIVE A RESPONSE FROM SUPPORT.*  Call the BTOTS Helpline number, which can be

accessed under the “Support” link in BTOTS Web or on the Baby Watch website.



801-584-8222

 **DO NOT PUT THE CHILD’S NAME ON ANY

(30)

REMEMBER!

 **DO NOT PUT THE CHILD’S NAME ON ANY

COMMUNICATION WITH SUPPORT.**

 **ON THE BTOTS WEB FORM, PLEASE JUST

USE THE CHILD ID AND NOT CHILD NAME IN ALL SUPPORT REQUESTS.**

(31)

Questions/Concerns

Review:

Tickets

Support process

Support expectations