KEY CHANGES

FROM

TO

How to contact A1 CMT

  • E-mails to SMEs/POCs

  • Google Hangouts, SMS

  • Direct contact (Chat, Phone)

  • Multiple emails channels

Ticketing Tool & Dispatch process

None

  • Freshdesk as a tool

  • Level 1 / Helpdesk Agents 

Ticket Number Assignment

None

Automatic Ticket Assignment and notification

Email acknowledgement

Manual, None

Automatic Ticket Acknowledgement and notification

Closure Confirmation

Manual, None

  • Automatically sent through Freshdesk

  • Level 1 / Helpdesk Agents 

Measures

None

Ticket based SLAs