1. SRS2 Guide For Support Engineers
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2. 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
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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
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SRS2 Log in
Log in to SRS2 using your domain credentials:
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SRS2 Main View
You will be presented with the main menu which has a default list of all tickets in the system
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SRS2 Settings
Allows to search for Customers using their names or address
Brings up Sign out button
Templates menu
Brings up a new request form
Expands presets ribbon
Presets options
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7. 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
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8. 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.
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9. 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)
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10. 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
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11. 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
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12. 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
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13. 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
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14. 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
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15. 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
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16. Checking Customer Details
Address and
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17. Checking Customer Details
Registered products
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18. Checking Customer Details
Customer details Orders
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19. Checking Customer Details
Customer details Requests
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20. How to write to a Customer
Click on 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
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21. 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 s
1 will inform him of ticket status update
1 will include support engineer’s message text
Without CC To Customer:
Customer will receive 1 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
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22. 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
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23. 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
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24. 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
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25. 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…
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26. 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, , Web form or Phone. Occasionally, source should be changed manually, when a Customer calls on the phone for example.
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27. 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
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28. 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
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29. 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 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
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30. Ticket Statuses Block Diagram
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SRS Taxonomy
Please study the article from the link below to dig deeper into SRS’s Taxonomy:
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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
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