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The RFL ticketing system can be used to report faults, report incidents, and request help online via any internet connected web browser.

Key features:

- Simple method of raising a new incident ticket
- Ability to add attachments (fault logs/photographs), to assist us with a rapid diagnosis.
- Use a common system for reporting faults and create an audit trail/log all support requests
- Track the progress of each ticket in real time
- Leave feedback for RFL staff on completion of each ticket.
- RFL Support staff are automatically notified of Emergency Tickets via SMS and email
- RFL Customer Service call centre monitor customer incidents via a real time whiteboard display 
- RFL Customer Service proactively monitor contracts and report against SLA performance

 

This service is provided as an enhancement to existing Managed Service and Support Contracts, please contact RFL Customer Services for a Customer Login. 

New to RFL or an Existing Customer? Want to know more? Want to deploy this system in your business? - please  contact us or call the support desk on 01249 446500.

Welcome to RFL's Support Desk - Online Ticketing

Use RFL's Ticketing System to report faults, incidents, and request help online via any internet connected web browser. Once your support ticket has been logged, track the progress of your request and access historic call activity.

Key features & benefits:

- Ability to raise a new incident from any Internet enabled web browser
- Facility to add attachments to tickets to assist with rapid diagnosis
- Introduce a common policy for staff to raise support requests
- Track the progress of each ticket that you raise
- Leave feedback for RFL's staff on completion of each ticket
- RFL's on call staff are automatically notified of Emergency Tickets via SMS and email
- RFL's Customer Services staff monitor "active" incidents via a real time dashboard
- RFL proactively monitors response times and reports against agreed SLA's
- Customers, RFL's support staff and field engineers presented with a single common view

 

This service is provided as an enhancement to existing Managed Service and Support Contracts; please contact RFL's Customer Services staff for your Customer Login. 

If you would like more information on this service or are interested in deploying this system locally to support your own IT operations, email support@rflcomms.co.uk or call the RFL support desk on 01249 446500.

Jane Lockwood

RFL Customer Services Manager 

 

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