Servicedesk - ticket status explained

Question: how does the ticket system work?

Answer:
When you send an email to servicedesk@mavim.com or when you submit a ticket via https://my.mavim.com ; the ticket will receive the status 'New'.


As soon as the Service Desk emails back a response; the status will be changed to 'Waiting for Response’


If you have not replied after a week; an automatically generated email will be sent with the following message:
We have not received a response on our last email regarding case " 'Subject Name' (CAS-XXX-XXX)".
If we do not receive a response with 7 days; this case will automatically be closed.

If you do not respond within 7 days; the ticket will be automatically closed after a week. You will then receive a message that your ticket has been closed and the status will then change to 'Problem solved'.


If your problem is not resolved; you can reopen the ticket by clicking on the 'Reopen case' button


If you do respond to the ticket within the total time period of 14 days; the ticket will receive the status 'Response received' and it will again have the same status as the 'In progress' status; so that the process starts all over again.


If the Service Desk needs to transfer the ticket to another department or conduct a lengthy investigation; the ticket is set to 'Researching'.

The customer will be informed about this and as soon as more information is available; this will be passed on to the customer. The status ‘Researching' is not tied to a time period.

For example; if you have reported an issue in the software to the servicedesk and the servicedesk can reproduce the problem; it will be reported to development.
Development will adjust it in the software if possible.
A new version of the Mavim software is made available every 6 weeks; so depending on the size of the issue and the time of submission; the aim will be to resolve it in that cycle. When the problem has been resolved; you will receive an email from the service desk that the issue has been resolved in the relevant version and the ticket will be closed.

When you reply to a ticket with the status ‘Researching'; the ticket will receive the status 'Response received' and will again have the same status as the 'In progress' status; so that the process starts all over again.