My Support

My Support - Incident management portal that helps user not just to collaborate at high velocity in raising and resolving issues but also raise queries & change requests. Improved transparency through enhanced User visibility.

Key Objectives

Make it easier for customers, users, and employees to report, follow up on, and resolve incidents.

• CONNECT- the user's issue to the concerned team

• LOG- an incident, user can register the incident and assign it to the right handler

• CLASSIFY- the incident according to the urgency, impact and priority

• TRACK- as the issue moves to next level the details can be updated on the My Support Portal to the concerned teams

• DIAGNOSE- Identify what has gone wrong and determine the fastest way to recover

• RESOLVE- To rapidly respond & resolve to the user query in a shorter span when incidents occur-Handled by Support team or forwarded to the next levels.

• CLOSE -Once the incident is resolved, formal incident closure of the record takes place-Confirming from Users that the service experience is normalized

Now let's try to understand details about My Support portal.