1. Ticket Reception:
- Users can send tickets through email [email protected] or directly from the application.
- Each ticket should include clear details of the issue, such as screenshots and error description.
2. Classification and Prioritization:
- Tickets are classified into categories such as: technical problems, requests for information or improvements.
- Priorities are assigned (High, Medium, Low) according to the impact and urgency of the problem.
3. Ticket Resolution:
- The Helpdesk team will review the tickets and provide an initial solution.
- If the problem cannot be resolved at the first level, it will be escalated to the corresponding technical team.
4. Follow-up and Closing:
- Users will receive updates on the progress of their tickets.
- Once resolved, the ticket will be closed and the user will be asked for feedback on the service.