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FUNCTIONALITIES VORTEX HT WORKFLOW PROCEDURE HT

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The customer creates a new support request either from the Web Portal or by sending a simple email.

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Each request creates a "ticket", a case, which is allocated to an operator for further arrangements. The customer receives an automatic email reply.

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The ticket is allocated to the most suitable operator for futher processing.

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The problem is solved remotely, the operator logs his actions into the system and closes the ticket.

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Should the problem requires a technician to visit the customer, the standard workorder assignment procedure from Vortex FSM is executed.

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The customer can monitor online at all times the progress and the process of resolving the ticket.

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By closing the ticket, the customer evaluates the quality of service and the response time for the problem encountered.

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Greece, PO 144 52
T +30 210 29 16 001
GEMI No.: 069683703000

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