Support and help from Emersion - Revision history

Dcowan: page moved to confluence

2018-05-09T07:28:19Z

page moved to confluence

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Dcowan: minor text correction

2017-09-20T23:56:01Z

minor text correction

Dcowan: minor formatting correction

2017-09-20T23:53:42Z

minor formatting correction

Dcowan: minor formatting change

2017-09-20T23:49:36Z

minor formatting change

Dcowan: corrected details to refer to new Jira platform / Service Desk Portal

2017-08-25T01:26:15Z

corrected details to refer to new Jira platform / Service Desk Portal

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Pdundas at 04:23, 21 November 2016

2016-11-21T04:23:22Z

Tyates: /* Who to Escalate to */

2016-11-21T03:34:55Z

‎Who to Escalate to

Dcowan: updated portal url where i can

2016-10-12T07:07:58Z

updated portal url where i can

Scarpenter: /* Who to Escalate to */

2015-11-30T05:51:09Z

‎Who to Escalate to

Scarpenter: /* Updating your ticket via email */

2015-01-07T03:23:40Z

‎Updating your ticket via email

@@ Line 94: / Line 94: @@
 Escalations where it is clear there has been no investigation performed by a client will be returned as insufficient information.
-Project tickets are a different category of ticket. Each project ticket forms a key part of your project plan. Your project plan can be viewed under the '''Projects''' tab of the [https://support.emersion.com/servicedesk/ Emersion Support Portal]. While you are engaged in a project with Emerson, it is essential you review and update these tickets regularly and when requested. It's important to know that while you can update a project ticket, you cannot raise a new ticket. If you wish to raise a matter please use the following service desk queues that Emersion has reserved for clients undergoing a project.
+Project tickets are a different category of ticket. Each project ticket forms a key part of your project plan. While you are engaged in a project with Emerson, it is essential you review and update these tickets regularly and when requested. If you wish to raise a matter related to an ongoing Project please use the following service desk queues that Emersion has reserved for clients undergoing a project.
 === Project Support / Onboarding ===
-Web Interface: [https://support.emersion.com/servicedesk/customer/portal/5 Emersion 'Service Desk' Portal] ('''preferred''')
+Web Interface: [https://support.emersion.com/servicedesk/customer/portal/5 Emersion 'Service Desk' Portal] ('''preferred''') <br />
 Direct Email: [mailto:projects@emersion.com projects@emersion.com]
 This queue is specifically for clients who are undergoing a project with Emersion or are currently in the process of "onboarding". While your project is in progress, please refer all matters regarding the project and project deliverables here.
 == Updating your ticket via email ==

@@ Line 74: / Line 74: @@
 This is for billing enquiries related to your services with Emersion. If you have any billing disputes or SLA claims, please direct your request here.
-<span style="text-decoration:underline;">DO NOT use this for reporting accounts/billing enquiries related to the billing of your customers via the Emersion platform. Instead, please submit a <a href="#Technical_Support">support request</span>
+<span style="text-decoration:underline;">DO NOT use this for reporting accounts/billing enquiries related to the billing of your customers via the Emersion platform. Instead, please submit a [[Support and help from Emersion#Technical Support|support request]]</span>
 ===General Finance issues===

@@ Line 18: / Line 18: @@
 === Technical Support ===
-Web Interface: [https://support.emersion.com/servicedesk/customer/portal/3 Emersion 'Service Desk' Portal] (preferred)
+Web Interface: [https://support.emersion.com/servicedesk/customer/portal/3 Emersion 'Service Desk' Portal] ('''preferred''')
 <br />
 Direct Email: [mailto:servicedesk@emersion.com servicedesk@emersion.com]
@@ Line 43: / Line 43: @@
 ===Quotes===
-Web Interface: [https://support.emersion.com/servicedesk/customer/portal/7 Emersion 'Quotes & Requirements' Portal] (preferred)
+Web Interface: [https://support.emersion.com/servicedesk/customer/portal/7 Emersion 'Quotes & Requirements' Portal] ('''preferred''')
 <br />
 Direct Email: [mailto:quotes@emersion.com quotes@emersion.com]
@@ Line 61: / Line 61: @@
 ===API Support===
-Web Interface: [https://support.emersion.com/servicedesk/customer/portal/3/create/80 Emersion 'Service Desk' Portal - API Support] (preferred)
+Web Interface: [https://support.emersion.com/servicedesk/customer/portal/3/create/80 Emersion 'Service Desk' Portal - API Support] ('''preferred''')
 <br />
 Direct Email: [mailto:servicedesk@emersion.com servicedesk@emersion.com]
@@ Line 68: / Line 68: @@
 ===Accounts Receivable===
-Web Interface: [https://support.emersion.com/servicedesk/customer/portal/4 Emersion 'Service Desk' Portal] (preferred)
+Web Interface: [https://support.emersion.com/servicedesk/customer/portal/4 Emersion 'Service Desk' Portal] ('''preferred''')
 <br />
 Direct Email: [mailto:accounts@emersion.com accounts@emersion.com]
@@ Line 97: / Line 97: @@
 === Project Support / Onboarding ===
-Web Interface: [https://support.emersion.com/servicedesk/customer/portal/5 Emersion 'Service Desk' Portal] (preferred)
+Web Interface: [https://support.emersion.com/servicedesk/customer/portal/5 Emersion 'Service Desk' Portal] ('''preferred''')
 Direct Email: [mailto:projects@emersion.com projects@emersion.com]

@@ Line 1: / Line 1: @@
 == Getting help from Emersion ==
-While we understand sometimes the situation calls for it, we request that you kindly do not email staff directly. This also includes raising a ticket but carbon-copying other staff unless you have been requested to do so. Due to the overwhelming number of emails our staff receive daily, it is regrettable that many direct emails are lost or missed, resulting in frustration. We request all clients use one of the following channels so we can ensure you get the speediest and best service possible. At Emersion, it is company policy that all technical fault reports, work orders, project deliverables, account queries, sales queries and alike is tracked & managed via the Emersion Support Portal, powered by Atlassian Jira.
+While we understand sometimes the situation calls for it, we request that you kindly do not email staff directly. This also includes raising a ticket but carbon-copying other staff unless you have been requested to do so. Due to the overwhelming number of emails our staff receive daily, it is regrettable that many direct emails are lost or missed, resulting in frustration. We request all clients use one of the following channels so we can ensure you get the speediest and best service possible. At Emersion, it is company policy that all technical fault reports, work orders, project deliverables, account queries, sales queries and alike is tracked & managed via the Emersion Support Portal.
-Raise a ticket in the [https://support.emersion.com/servicedesk/customer/portals Emersion Support Portal]
+Raise a ticket in the [https://support.emersion.com Emersion Support Portal]
 '''''"If it isn't in a ticket, we do not know about it"'''''
@@ Line 15: / Line 15: @@
 The Emersion Support system has a number of queues to ensure your ticket is sent to the most appropriate team. Raising a ticket to the correct service board will avoid unnecessary delay in addressing your query.
-Emersion prefers that you use the [https://support.emersion.com/servicedesk/customer/portals Emersion Support Portal] to raise and update tickets, but when cases where that is not possible, you can raise and update tickets via email.
+Emersion prefers that you use the [https://support.emersion.com Emersion Support Portal] to raise and update tickets, but when cases where that is not possible, you can raise and update tickets via email.
 === Technical Support ===
@@ Line 54: / Line 54: @@
 ===Accounts Receivable===
-[mailto:billing@emersion.com.au billing@emersion.com.au]
+[mailto:accounts@emersion.com accounts@emersion.com]
 This is for billing enquiries related to your services with Emersion. If you have any billing disputes or SLA claims, please direct your request here.
 ===General Finance issues===
-[mailto:accounts@emersion.com.au accounts@emersion.com.au]
+[mailto:accounts@emersion.com accounts@emersion.com]
 Includes accounts payable, company finance, etc.
@@ Line 75: / Line 75: @@
 Escalations where it is clear there has been no investigation performed by a client will be returned as insufficient information.
-Project tickets are a different category of ticket. Each project ticket forms a key part of your project plan. Your project plan can be viewed under the '''Projects''' tab of the [https://support.emersion.com/servicedesk/customer/portals Emersion Support Portal]. While you are engaged in a project with Emerson, it is essential you review and update these tickets regularly and when requested. It's important to know that while you can update a project ticket, you cannot raise a new ticket. If you wish to raise a matter please use the following service desk queues that Emersion has reserved for clients undergoing a project.
+Project tickets are a different category of ticket. Each project ticket forms a key part of your project plan. Your project plan can be viewed under the '''Projects''' tab of the [https://support.emersion.com Emersion Support Portal]. While you are engaged in a project with Emerson, it is essential you review and update these tickets regularly and when requested. It's important to know that while you can update a project ticket, you cannot raise a new ticket. If you wish to raise a matter please use the following service desk queues that Emersion has reserved for clients undergoing a project.
 === Project Support ===
-[mailto:project-support@emersion.com.au project-support@emersion.com.au]
+[mailto:projects@emersion.com projects@emersion.com]
 This queue is specifically for clients who are undergoing a project with Emersion. While your project is in progress, please refer all matters regarding the project and project deliverables here.
 === Onboarding Projects ===
-[mailto:onboarding@emersion.com.au onboarding@emersion.com.au]
+[mailto:onboarding@emersion.com onboarding@emersion.com]
 This queue is specifically for new clients implementing Emersion in their company.

@@ Line 138: / Line 138: @@
 If you need to escalate an issue, please try the following points of contact in order that they are listed.
-Chak Kasinadhuni, Project Manager 03 8658 9443
+Chris Michaels, Project Manager 03 8658 9487
 Martin Edge, CTO 03 8658 9489
 Paul Dundas, CEO 03 8658 9488

@@ Line 89: / Line 89: @@
 Option 1
-<blockquote>Ticket #xxxx/ <subject></blockquote>
+<blockquote>Ticket#xxxx/ <subject></blockquote>
 Option 2:
-<blockquote>SR #xxxx <subject></blockquote>
+<blockquote>SR#xxxx <subject></blockquote>
 ''Examples that will correctly append your email to the relevant ticket''
@@ Line 101: / Line 101: @@
 <blockquote>Ticket #xxxxData Import Errors</blockquote>
 Failure to use the correct format will result in either a duplicate ticket being created, or Emersion not receiving your update. In either case, this often results in unnecessary frustration as the Emersion staff member who is assigned to your original ticket, does not know that you have attempted to update it. Emersion will not be held responsible and no SLA claim will be deemed valid for clients who fail to update tickets appropriately and correctly.
 == Priorities and Escalation Process ==