Introducing JIRA Service Desk
Widget Connector url https://www.youtube.com/watch?v=rcvlBuN3mQg
| url | https://www.youtube.com/watch?v=rcvlBuN3mQg |
|---|
1) Submit your help request to JIRA Service Desk
1.1) Wavelet Helpdesk
Go https://wavelet.atlassian.net/servicedesk/customer/portal/2
- Click 'Project Implementation' to request help for new users project implementation.
- Click 'General Help Required' to get assistance for general accounting and GST problems.
- Click "Error Reporting" if you face any system errors with Wavelet EMP software.
- Click 'Suggestions and Enhancements' if you wish to drop us your opinion.
- Click ' Request a new account to request a new account for an internal system.
1.2) Wavelet Helpdesk> Helpdesk > General Help Required
- Fill in the blank with the information. (**Phone number - we strongly encourage users to provide contact details in order for to serve you better )
- Click create.
1.3) Wavelet Helpdesk > General Help Required > Created
3) Escalation Level
Issue urgency:
Critical
- Server down due to whatever reasons, we will respond immediately. Please escalate to Level 2 immediately.
Urgent
- Bugs / error that cause the business to stop operations.
- Respond within 1 days
- Fix within a week.
Normal
Less critical error but business can continue to run
- Respond within 1-2 weeks (10 work-days).
Escalation Levels
Level 1: General Support
- Visit Wavelet Help Desk to submit your issue via https://wavelet.atlassian.net/servicedesk/customer/portals
- JIRA Service Desk ticket number (WH-XXXX) is required when calling for help.
- Call hunting line : 1700817538 (within Malaysia)
- Mobile Support : +6017 366 3081, +6017 366 3753
Level 2: Support Team Managers
- JIRA Service Desk ticket number (WH-XXXX) is required when user escalate the issue/problem to the Technical Support Team Managers.
- Level 2.1: Suhaida (email: Suhaida Rahman (Unlicensed), Telegram ID: @Sue_Rahman)
- Level 2.2: Tahseen (email: Syeda Nuzhat Tahseen (Unlicensed), Telegram ID: @PinakT)
Level 3: CEO Personal Assistant
- JIRA Service Desk ticket number (WH-XXXX) is required when when escalating the issue to the Personal Assistants.
- Level 1.1: Lay Wen (email: laywen@wavelet.net ,Telegram ID: @laywen_wavelet)
Level 4: Contact CEO
- JIRA Service Desk ticket number (WH-XXXX) is required when when escalating the issue to the CEO.
- Email to vincent@wavelet.net
- Instant Messengers:
- Telegram : leehongfay
- QQ : 859258942
- WeChat : 859258942 or leehongfay
- Skype : leehongfay
- LINE : vincent@wavelet.net
- Whatsapp is the ONLY messenger, it has cross platforms issues and very slow. Please do not use Whatsapp to contact to the CEO.
3) How To Check My Request/Ticket Status?
Click
3) How To Add Participant so that He/She Can Receives Ticket Status update?
Click
Fill in Participant email address
- Email notification will send out to the Participant indicate that He/She is being invited to receives status update for the particular ticket.
- Email notification will send out to the Participant on status update.
he
Billing related info:
* Email to account@wavelet.net
* CC: meiyin@wavelet.net (Telegram ID : @MeiYinFoo) , farah@wavelet.net (Telegram ID : @farahnorshirwani)
...