Concero Education - Submitting a Ticket

Modified on Wed, 9 Oct at 10:35 AM

TABLE OF CONTENTS

How to use our help desk system

How to use our help desk system

Concero operate a ticket system for supporting our users - with hundreds of issues logged each day from our customers, it is a key system that helps us prioritise our support to ensure that everyone gets the support they need, as quickly as possible.

You can submit a ticket in different ways to us, but every issue becomes a ticket in this system, with a unique reference number (ticket ID) that we can reference to quickly locate the ticket.

Different ways you can log a ticket with Concero

Whichever method you use, you will get an email with your ticket ID. Our team work on tickets between 7:30am and 5pm Monday to Friday, regardless of how a ticket is logged.

Method of submitting a ticket	Availability	How to use
Help Desk Portal	24/7 access	Simply visit the corresponding portal for your enquiry Education Portal
Email	24/7 access	Use the corresponding email for your enquiry [email protected] for Education
Phone	Education 7:30am - 5pm Monday to Friday	Use the corresponding email for your enquiry 03302368511 for Education
In person	Scheduled Site Visits	Speak to your onsite technician who can log a ticket for you.

How quickly will you solve my issue?

Your ticket will be given a priority, and based on that priority it will be assigned a resolution time. Our response is measured in business hours, which are between 7:30am and 5pm Monday to Friday. We aim to respond within our SLA 95% of the time.

Status	Low	Medium (Default)	High	Urgent
Impact of issue reported.	Simple requests, no one immediately affected – this level is usually applied to requests for Moves, Adds, or Changes of equipment or users.	A limited number of users or functions affected, the majority of your operation can continue as usual	A large number of users or business critical functions affected	All users are affected with all functions unavailable
Target Response Time	Up to 8 working hours	Up to 4 working hours	Up to 2 working hours	Up to 1 working hour
Target Resolution Time	Up to 80 working hours	Up to 40 working hours	Up to 16 working hours	Up to 8 working hours

What do the different statuses mean?

To keep you informed of the current state of your ticket, we assign different statuses to the ticket as it progresses. The table below outliners what each means, and if the timer is on. If the timer is on - this means that it counts against our SLA target, if it is off, it means we do not count time in this status towards our SLA targets. This is because we often cannot control the wait due to external influences.

Status Name	What does this mean?	Is the timer on?
Open (Being Processed)	The ticket has been logged, a technician will pick up the ticket, assess and begin working on it.	Yes
Pending Action	The ticket has been picked up but we are not currently working on it	Yes
Resolved	The ticket has had a resolution sent which we think will fix the issue. You will get an email to confirm all is fixed after 72 hours.	No
Closed	This issue has been closed following the 72 hour period	No
Waiting on Customer (Awaiting your reply)	We have sent you updates, and require your response to progress the ticket. You will get a reminder after 24 and 72 hours to provide your response, if we don't hear from you, your ticket will be automatically closed. Just reply to reopen.	No
Waiting on Third Party	We are waiting on a third party to complete work, or provide information or attend site.	No
Waiting for Site Visit	We have got your ticket, but we can only fix when next onsite, the next visit will be as per your rota, and we will complete this ticket then.	No
On Hold for Customer	We have sent you updates, and require your response to progress the ticket. You will get a reminder every 7 days.	No
Awaiting Escalation	We have had a request from one of our technicians to look into your issue in more detail and with a 2nd or 3rd line member of the team. The ticket is awaiting this team to pick it up.	Yes

What can't Concero cannot help with/control

Issue	What we can do to help
Availability of third party systems and websites	We can't control whether a third party system is working correctly, however we can monitor and let you know when it is working, or log the issue with them on your behalf
Anyone that is not a paid employee, registered volunteer (including governors/directors), student* of the establishment with an SLA with us. *We will assist parents with students support requests	Our contract is with the school, and therefore we can only support direct representatives of the school.