Help Desk Overview

Ascent360's Help Desk is comprised of resources from our client success team and our production and email operations team. The Help Desk platform is accessible 24x7 for creating tickets, exploring our knowledge base, and viewing/updating tickets. 

The main goal for implementing this system is to improve the overall client experience. We aim to do this by:

  1. Streamlining workflows (skills based routing, form submission based on ticket type, comprehensive ticket history)
  2. Increasing client visibility into open and closed tickets  
  3. Providing easy access to our knowledge base for self help

How are tickets prioritized?  

Tickets are typically handled with a first-in first-out approach. However, there may be instances where high priority tickets move through the queue quicker. These include production issues or bugs.