Sentiment Metrics – IPI / ESL – 1008

LOG TICKET IN ZENDESK

CLICK HERE TO OPEN ZENDESK

Username: info@sentimentmetrics.com Password: Fr33d0m4!

Add ticket & Take Details

Requester: email address of caller, if does not exist, add user.

Subject: Brief summary of issue, ie Reply Not Working, Outage, Issue with xyz

Description: Name, Company, Contact Number, Issue

EXAMPLE. Joe Bloggs from ACME Corp called in with the following issue. His contact number is xxx xxxx, estimated severity level is xxx.

Patching Criteria

Once the job has been booked on the portal, establish whether one of the following applies to 50% or more of the company´s users.

No new data loading into the Sentiment system and has been that way for at least 30 mins
Either one social platform, such as Twitter, is not loading, or all social media is not loading
Complete outage, cannot log in at http:// dashboard.sentimentmetrics.com (check that other websites can be access and internet is working)
Not able to post any (all) replies to customers using Sentiment(so client completely blocked)
Not able to action any (all) social mentions such as Archive or Complete(so client completely blocked)

Criteria applies to at least 50% of the company´s users?(Required)

Yes

IP Integration Service Desk have attempted the following actions to fix the issue:(Required)

Checked that SSO is set up on the machine and is working correctly.
Checked Network / Internet connection is not causing the issue.
Checked permissions and that the user has access to the social account, workspace, Sentiment functionality.
Checked that the social account does not need to be re-authenticated.
Sent test posts and private messages to the channel in question to see if they are received in Sentiment.

Yes

“I am immediately escalating this to an on duty engineer who will call them back shortly”

Call received within office hours?

OFFICE HOURS UK 7am to 6pm

Yes

“Thank you I have created a support ticket for you and an engineer will respond as per your contractual SLA”

If they ask what this is, check on the CRM

On Call Instructions

CLICK HERE TO ACCESS ON CALL ROTA

Make sure you follow the correct rota

ACCOUNT CODE 1008

Call In Hours ON CALL 1
if no reply leave voicemail*

Call in Hours ON CALL 2
if no reply leave voicemail*

Call In Hours ON CALL 3
if no reply leave voicemail*

REPEAT UNTIL SOMEONE ANSWERS
*leave voicemail first time only

ACCOUNT CODE 1008

Call Out Of Hours ON CALL 1
if no reply leave voicemail*
Call Out of Hours ON CALL 2
if no reply leave voicemail*

Call Out of Hours ON CALL 3
if no reply leave voicemail*

REPEAT UNTIL SOMEONE ANSWERS
*leave voicemail first time only

Name of person contacted