When somebody contacts Electric for support, Electric’s Service Desk agents use a back-end ticketing system to facilitate the request. Tickets are organized into predefined categories, which helps us direct the request to the appropriate person or team for resolution.

These ticket categories are visible via the Requests Data Dashboard in Turbine. Understanding Electric’s ticket categories will help you to interpret this data and enable you to identify which areas your users are messaging Electric about most frequently.

This section describes the main ticket categories that are used by Electric.

Approval: This covers any request that involves approval from someone at your company. Common examples include approvals for provisioning app licenses or procuring hardware.

Subcategories: Troubleshooting, Hardware, Application, Computer or Server.

Computer/Server: Requests that have to do with the files, RAM, and technical software and hardware pieces within your computer. These typically have to do with an existing computer for a user or set of users.

Subcategories: Storage, DNS DHCP, Antivirus, Backup, Patching, Files or Drive, Certification, Operating System.

Email: Requests around email accounts such as Google workspace and O365. Common examples include adding licenses, creating mailboxes and sharing calendars.

Subcategories: License Add Remove, Calendar Request, Groups/Alias, Allow Deny, Email Security, Full Mailbox Access, New Mailbox Setup, Forwarding Request, Remove Suspend Mailbox, Modify Mailbox, Delivery Issue, Archive Request.

Informational: This covers requests from customers for information. No action is needed other than providing more insight to the user. Examples include sharing documentation, or requesting an audit around devices or licenses.

Subcategories: Documentation Request, Status Update, CSM Request, Audit Request, Inventory Request, Update Request.

Network Infrastructure or Non-Computer Hardware: This covers requests around network infrastructure, such as questions about Wi-Fi, VPNs, firewalls etc. It also includes questions about non-computer hardware, such as: printers, keyboards, etc.

Subcategories: VPN Remote Access, Configuration, Hardware, Internet Service Provider, Patching Non-computer Hardware, Printer, WiFi, Firewall, DNS DHCP, User Accounts, Switch.

User: This includes requests involving specific users, usually with applications. Common examples are: troubleshooting questions around SaaS apps such as Gmail, Slack etc., as well as password resets.

Subcategories: Application, Password, Turbine, Licensing, Data, MFA.

Workflow: If a user stopped responding in chat* after three attempts by Electric’s Service Desk agent(s), this request will be closed automatically and assigned to this category. When applicable, if the chat intake form was completed by the user before they stopped correspondence with Electric, the user-response to “What is your request about?” will appear as a subcategory.

Subcategories: If the user submitted a chat intake form, the subcategory will reflect a user-selected subcategory (e.g. Application, Email, Hardware, etc). If intake form was not completed, subcategory is: User Stopped Responding.

Workstation: Requests impacting your existing hardware and remote policies (like your MDM provider) for you and your coworkers. Will also include the set up of new workstations via shipping, procurement and provisioning.

Subcategories: Antivirus Infection, Hardware Repair, Patching, Procurement, Provision, Lock/Unlock, Remote Wipe, Shipping Label, Returns to Inventory, MDM Policy, Network Wireless.

*Real Time Support via chat is available to customers with the Core Package and (up to) 5 designated admins for Basic Package customers.