The IO Support Center

The IO Support Center

In order to deliver a more streamlined internal process for the improvement of team member's overall experience, Infinit-O employs an internal ticketing system which all Administration team members utilize in order to track and address team member related services and requests.


The objective of the project is to utilize the internal ticketing system to centralize administrative efforts in handling team member requests.


The effort helps to achieve the following:


  • Definition of a support structure within the respective administrative teams

  • Standardization of the IO knowledge base and responses to team member inquiries

  • Support models that establish the support structure, service levels and workflows

  • Establishment of service metrics to measure and transparently share performance against productivity, service and satisfaction targets


Help Desk Structure

Administrative teams are organized into ten (10) different departments:
  1. People Operations - Employee Relations
  2. People Operations - Reruitment
  3. People Operations - Learning & Development
  4. Transformation & Quality
  5. SSG
  6. SSP
  7. Compliance
  8. F&A
  9. Legal
  10. Information Technology
With departments, the following functionality then exists:
  1. Individual Mailbox per Department
  2. Department level access per agent
  3. Social Media channels (not active)
  4. Community Forums (not active)
  5. SLAs per department
  6. Business Hours
  7. Workflows and Other Automation Rules

Ticket Channels

A number of conversational channels are made available via Zoho Desk but the main routes currently made available are Email and via ASAP.

Emails

Using Zoho Desk to manage email tickets means forwarding incoming team member emails to Zoho Desk. A unique ticket ID is still generated and assigned to the email once it is received in Zoho Desk.

Web Forms

Web Forms simplify the process of capturing support tickets from the Support Center into Zoho Desk. Web Forms are easy to design and publish with two kinds of Web forms available in Zoho Desk:
  1. Feedback Widget
  2. Advanced Web Form
Their capabilities below are elaborated on below: 

Feedback Widget
The Feedback widget is embedding the Web Form support channel in the Help Center. The widget can be displayed as a pop-up, web embed or in an iFrame. 
The widget allows team members to:
  1. Fill in the predefined fields to raise a support request
  2. Find answers to their questions using the suggested articles and discussions from your Help Center and Community respectively
  3. Engage with your agents over Live Chat
  4. Take screen grabs and upload them to add more context to their support requests
Advanced Web Form
Unlike the Feedback widget, the advanced Web Form allows you to customize the form to your liking. You can include custom ticket fields to capture tickets in more detail.
Advanced Web Forms can be used to:
  1. Capture more Team Member information)
  2. Respond to customer questions
  3. Receive online feedback
Departments are provided 10 web forms as part of our plan.

While building a web form, the following elements are available in the form:
  1. Adding Fields
  2. Set Fields' Font and Form Layout
  3. Attachments
  4. Marking Fields as Mandatory
  5. Marking Fields as Hidden

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