When you log a ticket in Freshdesk, it arrives on our dashboard and goes through a process to be resolved. Here we’ve outlined a summary of what happens to the ticket and what your place is in the process.
You log the ticket
A ticket is created within the Sparks Support portal, or an email is sent to support@sparks.freshdesk.com
Sparks picks up the ticket
During business hours (9.00am-5.00pm) we will reply to your ticket within one hour.
Your ticket will either be picked up by the Sparks Support Frontdesk or by a Sparks producer.
If the ticket is given a high priority level (when the issue has a significant effect on your website or business), a producer will manage the ticket until it is resolved. For issues with a lower priority, the Support Frontdesk may be responsible for this instead.
Issue and work is confirmed
Once we have identified that the issue or request is reproducible, and estimated what is needed to resolve it, we will need you to confirm that work can go ahead.
If you have an SLA, you will need to agree to the estimated hours of work. If you don’t have an SLA, you will need to agree to the estimated hours and cost.
Work starts
We will start working on the solution, as agreed to in the previous step. Work for SLA clients will be prioritised ahead of non-SLA clients.
Work finishes
Once we have created and tested a solution, we recommend that you also test it before signing it off. We will provide a link (to either the live site or a test site, depending on the issue) and any necessary sign-in information.
Ticket is resolved
Once you have confirmed that you’re happy with the solution, we can apply it to the live site (if applicable). We mark the ticket as resolved, and you close the ticket to confirm this.