We have control of a service desk, the GLPI system.
It occurs as follows: the client generates an email request of his problem, and this request arrives in our system through a ticket in GLPI As soon as this call arrives in our system, it is directed to the team for the appropriate treatment. Once solved, the ticket is properly terminated with the “Solved” status.
Such requests may be accompanied by the manager of the requesting company at any time. The manager also has, with the GLPI tool, access to everything that has been done in the company, as well as reports
1) The customer requests the service in the KIFFER Service Desk
2) Automatically the ticket is opened in a service desk system, the GLPI
3) From there, the ticket is available for consultation by the customer’s technical manager / applicant
4) The ticket is then assigned to a support analyst
5) The support analyst contacts the requestor and performs the fix of the problem
6) Ticket is closed