Utilization of the new web portal SGT Support (EN)

General

• Within the scope of ISO 27001 certification, SGT changes the current ticketing system and drops out the WebClient.
• The new Helpdesk system to be going live at the beginning of year 2024 is the cloud-based Freshdesk application.

  L'URL remains the same : SGT Support ( support.sgt.eu )

• To Sign up  you must enter your Full name and E-mail.
• If you have already an account in the old system :
  • You can use the same e-mail address.
    However we recommend to use a single-person email address because all responses are emailed to this address.and may annoy unrelated persons.  It's better to inform other members of your team with Cc or email forwarding.
  • When this e-mail address is already used or the user - password does not match, this means we already created your account in order to import some of your tickets to be linked with the contact
  • In this case,  under Login click on Forgot your password
    • Enter your e-mail address
    • Click on Reset my password
    • And then instructions to reset your password will be emailed to you
• If you don't have an account in the old system or your contact was not yet migrated :
  • Under Sign up
    • Enter your Full name and Email
    • Click Register
    • And then you will receive an activation email with a link to enter your password
• When you are signed in, you may check and edit your Profile : Full name, Title, Work phone, Mobile phone
  If you need to change your Email, you should ask the support team of SGT.
  The Company field is what we entered regarding to your service contract.
• Under Tickets, you will find all the tickets being created by everyone who is member of your company.
• The tickets that were imported from the WebClient have the source label "via Phone"
• Under Knowledge base, you will find this article in French and English.
  These are the only published articles visible on launching.

How to create a ticket

• There are 2 ways to create a ticket :
  • Within the portal, click on Submit a ticket
    Those tickets have the source label "via Portal"
  • From within your email software, send an mail
    to Support SGT ( support@sgt.eu )
    All messages sent to this address will create automatically a ticket.
    Those tickets have the source label "via Email"
• In both cases, you will get an acknowledgement of receipt by mail
• For incidents, please fill up following informations :
  • Day and exact GMT or local time
    
  • Detailed description of the issue
    
  • ID
  • Workstation(s) or servername on which the issue occured
  • Priority
• The unique ticket ID is incremental upper than #30000 and will be appended to the title (e-mail subject)
• The ticket status is New and SGT is notified by a message of the ticket creation.
• A person of the SGT support team (agent) will do the follow up and put the ticket status to Pending.

Follow up

• Basically a ticket contains following elements :
  • Title (subject of e-mail)
  • Description of the issue (body)
  • Email reponses between customer and agent
  • Inside each response a note can be added
  • Date and time of ticket creation, replies or notes
• Under the ticket details you can see and Update the following fields
  • Type : Incident, Error, Configuration, Problem, Question, Change request, Technical assistance
    
  • Status : New, Pending, Waiting on customer, Waiting on third party, To deploy, Under observation, Standby, Resolved, Closed
    
  • Priority : Low, Medium, High, Urgent
  • Ref Client : is the cutomer's reference (not mandatory)
  • WebClient ID : is the ticket ID retrieved from the old web site when migrated
• The Attributed to field indicates the agent who owns the ticket
• The Platform field is only used in case of
  • multiple databases per site (e.g Prod, Preprod)
  • multiple contracts per company (e.g same integrator and different end user)
• Click on the ticket in the list in order to
  • See the ticket history and details
  • Add a new response in the WYSIWYG editor with Click here to add comment and validate with Reply
  • You can also Add people in Cc who needs to be informed when a notification for this ticket is sent
  • Close the ticket with Close issue or set the status to Resolved or Closed and Update
    
  • To reopen a ticket put the status again to New.
    
• From within your mailbox all messages contain a link to open the page directly when you are already connected
• It's possible to insert images, links and upload one or more files (file size < 20 Mo) to be attached