To keep up with the demands of our ever-growing Virtual Desktop customer base, the decision was taken in autumn 2011 to implement a new support ticketing system. The solution went live in November 2011 and has been successfully integrated with our control panel and billing engine to enable us to increase the level of automation at all stages.
Accessible atÂ https://service.entrustit.co.uk/support, the new system allows a Virtual Desktop user to log an issue, track its progress and interact directly with the Support Team until resolution. Issues can also continue to be reported by Telephone or Email and these will also find their way into the support ticketing system, ensuring a single point of reference for all issues recorded.
Stage 2 will be the provision of management review to designated individuals within each customer allowing for monitoring of all issues reported by that business. This will follow in the Spring when testing completes.