SRS2 Guide For Support Engineers © Paragon Software – Confidential & Proprietary

Table Of Contents Introduction SRS2 Log in SRS2 Main View SRS2 Settings Introduction to your Ticket Queues Managing your Ticket Queues by Oldest Ticket Managing your Ticket Queues by Priority Additional comments about Efficient Ticket Sorting Detailed Ticket View in the Main Queue Start working on a New Ticket Primary Ticket Details Overview Checking Customer Details How to write to a Customer Additional Ticket Statuses Additional Ticket Options Additional Request Details Merging Tickets Working With Templates Creating New Templates Ticket Statuses Block Diagram SRS Taxonomy © Paragon Software – Confidential & Proprietary

© Paragon Software – Confidential & Proprietary Introduction Paragon Software Support Team uses SRS2 as its main CRM (Customer Relationship Management) tool to process requests from Paragon Software Customers This guide is split into several sections which should help the reader get up to speed with this tool It is recommended to log in to the system and review each component while studying this guide Check with your manager for shared presets before starting studying this guide © Paragon Software – Confidential & Proprietary

© Paragon Software – Confidential & Proprietary SRS2 Log in Log in to SRS2 using your domain credentials: https://srs.paragon-software.com © Paragon Software – Confidential & Proprietary

© Paragon Software – Confidential & Proprietary SRS2 Main View You will be presented with the main menu which has a default list of all tickets in the system © Paragon Software – Confidential & Proprietary

© Paragon Software – Confidential & Proprietary SRS2 Settings Allows to search for Customers using their names or e-mail address Brings up Sign out button Templates menu Brings up a new request form Expands presets ribbon Presets options © Paragon Software – Confidential & Proprietary

Introduction to your Ticket Queues Ticket queues are used to identify which tickets you need to work on Ticket queues are created by your manager Your manager will create a shared preset which will allow you to handle your own tickets The most efficient way to manage your tickets is by using priority and case age (how long ago the ticket was created) Next slide will show how you can work with your ticket queue © Paragon Software – Confidential & Proprietary

Managing your Ticket Queues by Oldest Ticket Click on your name in the ribbon to access all your New/Open tickets You will have a list of tickets that you need to process. Click on the oldest ticket in the list to start working with it. © Paragon Software – Confidential & Proprietary

Managing уour Ticket Queues by Priority Tickets can be sorted by Priority Priority is calculated and shown as Paragon Priority Index. It is an internal mechanism that calculates ticket priority based on value of the product, type/kind and escalation status 1 is the highest priority 5 is the lowest priority In the example below, there are three tickets with different priority. Ticket with priority 1 should be handled first, ticket with priority 3 should be handled second. After handling tickets with highest priority you can resume handling tickets by case age (oldest first) © Paragon Software – Confidential & Proprietary

Additional comments about Efficient Ticket Sorting Support engineer should learn to use Sorted by Oldest or Sorted by Priority Highest Either one or combination of these two sorting options should be used in order to improve timely response to a Customer Support engineer should learn to use his common sense to understand, which ticket requires a response, for example: A ticket with priority index 5 which is 3 days old or a PPR ticket with priority index 1 which is 1 hour old The correct answer is PPR ticket should be handled first because this product is more expensive and the Customer is more valuable to the company In situations when there are a lot of tickets with different products, this becomes a little bit more complex, that is why a support manager is there to assist you © Paragon Software – Confidential & Proprietary

Detailed Ticket View in the Main Queue Customer’s Name Ticket number Product’s Name Priority Language Ticket owner Date of creation Subject Customer’s request text Status Team Last update and delay Notes Ticket summary © Paragon Software – Confidential & Proprietary

Start working on a New Ticket Click on the Open button The ticket status will change from New to Open, meaning that you started working on it © Paragon Software – Confidential & Proprietary

Primary Ticket Details Overview Make sure the highlighted fields are all set according to the Customer’s issue and product After selecting them click on Update If Ticket contains both Customer Service and Technical question (one of each type), you can answer them both in one response © Paragon Software – Confidential & Proprietary

Checking Customer Details Click on customer’s name to open a new window with Customer details Click on Show all tickets to see all tickets for this Customer © Paragon Software – Confidential & Proprietary

Checking Customer Details General info Show in BO4 will redirect you to Customer’s BO4 account Login as Customer will allow you to log in to Customer’s MyParagon account © Paragon Software – Confidential & Proprietary

Checking Customer Details Address and e-mail © Paragon Software – Confidential & Proprietary

Checking Customer Details Registered products © Paragon Software – Confidential & Proprietary

Checking Customer Details Customer details Orders © Paragon Software – Confidential & Proprietary

Checking Customer Details Customer details Requests © Paragon Software – Confidential & Proprietary

How to write to a Customer Click on E-mail customer Depending on the type of reply you want to send, click on: Request information if you are asking for additional information Send solution if you are sending a solution © Paragon Software – Confidential & Proprietary

How to write to a Customer Type your message here If CC to Customer is disabled the Customer should login to MyParagon account to check for support responses. CC To Customer: Customer will receive 2 e-mails 1 e-mail will inform him of ticket status update 1 e-mail will include support engineer’s message text Without CC To Customer: Customer will receive 1 e-mail which will inform him of ticket status update Select to insert a template For training purposes this can be unchecked to verify the response first before making it visible to the Customer *Same workflow applies for Send Solution © Paragon Software – Confidential & Proprietary

How to write to a Customer After processing a ticket click on your own New/Open tickets to go back to your list of ticket and start processing another ticket This section will show the current ticket status. When a Customer responds the ticket will change to Ticket History shows all Customer messages, all messages that you sent to the Customer, all internal status messages If Customer has new questions, but not related to the original issue, create New separate Request by using Fork function, as per Creating New Ticket From Existing Ticket © Paragon Software – Confidential & Proprietary

Additional Ticket Statuses Use this button If you opened the ticket by accident and need to move it back to the New queue Ticket To Lead: Inside Sales Team workflow Merge: Duplicate tickets can be merged into one Need assistance: Requests assistance from other teams in a ticket* (currently not used) Steps Taken: Brief summary what solution was proposed, what information was requested Change owner: Changes the owner of the ticket Add comment: Adds a comment to ticket, visibility can be toggled by using this button To Refund: Workflow for refund, free upgrades and discounts requests Use this button to delete a ticket To Bug: If there is an existing task/bug for the Customer issues which is not resolved yet, use this status to avoid automatic follow-ups to Customer until the bug is resolved (make sure to add bug link to Issue field) To Investigation: Used for short duration to resolve an issue that requires several days Close refund: Close tickets which have been refunded Close forwarded to sales: Close tickets which have been forwarded to sales as leads (workflow for sales engineers) Close solution confirmed: When Customer confirms your suggested solutions Close without confirmation: For managers only, when the ticket needs to be closed and no other status is applicable © Paragon Software – Confidential & Proprietary

Additional Request Details Ticket ID = Ticket number Ticket Priority flag Issue field, you can add a link to a Bugzilla or Jira task (internal Bug Tracking systems used by Paragon Software) Issue Type and Kind fields (Taxonomy) Allows to create a new ticket for the same Customer in case he resolved the original issue and needs help with a new one Allows to change Customer details in the ticket Build version of the product SRS2 Team Version of the operating system used by the customer Notes: visible only internally. Routinely used for Call Center workflow. Created: Shows ticket creation date Updated: Shows ticket update date © Paragon Software – Confidential & Proprietary

Additional Ticket Options Click on the Branch icon to create a New Ticket Click on the Pencil icon to edit your text in case there are typos in your original reply Customer’s response Support engineer’s response Some statuses are internal SRS2 service status messages and are invisible to the Customer in his MyParagon Account: Reply Update ticket details Merge Request information Add comment Pending To Bug Open Reopen Closed without confirmation Change owner To Refund etc… © Paragon Software – Confidential & Proprietary

Additional Ticket Options Additional Information is an internal parameter except for Source and Escalation Level Client satisfaction: A metric that shows Customer satisfaction with Paragon Software Support services, products, websites, Sales representatives and overall experience with Paragon Software as a company from a Customer’s perspective. Escalation level: Set to L1 by default. It can be changed manually depending on the situation’s seriousness (L2 for experts, L3 for OEM, L4 for developers, Manager for managerial escalation etc. Source: Set automatically depending on ticket origin, E-mail, Web form or Phone. Occasionally, source should be changed manually, when a Customer calls on the phone for example. © Paragon Software – Confidential & Proprietary

Merging Tickets Merging tickets allows to join multiple tickets into one This is useful when you have multiple tickets created for whatever reason Here is an example of a merge operation: Select your current master ticket, ticket #1 for example This is the ticket you will be working in with the customer Click on More actions -> Merge Select the ticket you want to merge into ticket #1 This will be ticket #2 After merging operation ticket #2 will be merged into ticket #1 (the original ticket #2 will be deleted) but all the history will be moved to ticket #1 Ticket #1 MASTER TICKET Ticket #2 Ticket #1 with information from Ticket #2 © Paragon Software – Confidential & Proprietary

Working With Templates Click on Templates Click on New template to create a template that can be used by engineers * * Be sure to select the correct section where you want the template to be created © Paragon Software – Confidential & Proprietary

Creating New Templates Name: Template Name to search for it Language: Always select all languages to be able to find your template. The template language is dependent on Customer’s account language and you may have difficulties finding your template if the language is not All languages Template Text: Write the template text here Variable: Variables are used to pick up items that are stored in our database, Customer name or e-mail for example Pink pencil template tool: Mark parts that must be adjusted or replaced before sending to Customer (color is invisible to Customers) Yellow pencil template tool: Mark parts that possibly to be removed Insert Into Template: To insert the selected variable into the template Visibility: You can create public templates that can be seen by other engineers or only visible to you Role: Select your role © Paragon Software – Confidential & Proprietary

Ticket Statuses Block Diagram © Paragon Software – Confidential & Proprietary

© Paragon Software – Confidential & Proprietary SRS Taxonomy Please study the article from the link below to dig deeper into SRS’s Taxonomy: https://kb.paragon-software.com/su/244/ © Paragon Software – Confidential & Proprietary

© Paragon Software – Confidential & Proprietary Good luck in your next adventure! You are on your way to doing great things. Feel free to contact your mentor or your support manager if you still have questions about the work of the SRS © Paragon Software – Confidential & Proprietary