Diligex Deploys its Tray Icon to all Managed IT PC’s, Mac’s and Servers. The Tray Icon is the preferred method of creating a service ticket for your machine, as it automatically sends the machine name with the ticket. Further, it allows the end user to include a screenshot of any errors on the screen. The Tray Icon also provides quick … Read More
Ticket Lifecycle and Service Levels
Ticket Lifecycle The following describes the 4 lifecycle phases of a ticket from creation as it enters our system all the way through its resolution. Creation: As soon as the system sees a new ticket, it will automatically send the ticket contact an email stating that we’ve received the ticket and have begun reviewing it. Diligex Support Representatives are also notified. Triage: Within … Read More
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