Introduction
The Support Center in the IT Hub empowers your employees to efficiently submit IT tickets to your dedicated request champions, functioning as a lightweight IT Service Management (ITSM) solution. This centralized hub streamlines the ticketing process, ensuring that IT issues are promptly addressed.
Additionally, if your organization uses Electric-supported applications, the Support Center provides a direct channel for sending tickets to Electric's support team, facilitating seamless issue resolution. With its user-friendly interface and robust functionality, the Support Center enhances your organization's IT support capabilities, promoting a more efficient and responsive support environment.
Adding Champions
Request champions are your dedicated IT support personnel who handle and resolve incoming IT tickets from employees. They ensure that issues are addressed swiftly and efficiently, maintaining smooth IT operations within your organization.
To add a ticket Champion:
Click on your Company Logo in the top menu
Select Settings
Select the Support Center Tab
Enter the name of the employee who should receive the employee who should receive the tickets
If you would like tickets to go to a group email or to a support email, simply add this email as a person on the People page.
Submitting a Request
In the IT Hub, tickets are referred to as requests. When your employees submit a request, an email notification is automatically sent to your ticket champion, ensuring prompt attention and resolution.
To submit a request:
Select on Support Center in the left menu
Select your request category
Fill in the form
Click the Submit Request button
The ticket will be routed to either the request champion or the Electric support desk depending on the ticket category selected. If routed to the request champion, they will receive an email with the request.
If you have assigned application champions for specific applications, the requests will be directed to the designated application champion. This ensures that each issue is handled by the most knowledgeable and appropriate support personnel for that application.
Performing a Request
When a request is submitted in the IT Hub, and you are designated as a ticket champion, you will receive an email notification prompting you to perform the required task. This system ensures that all requests are promptly addressed by the appropriate personnel, maintaining efficient IT support operations and minimizing downtime for employees.