CDS Platform Helpdesk is the centre of client support experience responsible for answering queries related to CDS products and escalating and communicating system issues in a timely manner.
Responsibilities
- Tracking tickets within Freshdesk.
- Triage tickets and provide solutions to the problems reported by the customers
- Create and maintain knowledge base
- Call out for an incident when a problem arises based on the severity
- Connect with Product/Service Reliability Engineering/Policy teams when needed
- Weekly review of tickets with Product teams
- Learn to support new features deployed into the system
- Keep track of metrics and ticket volume
- Collect feedback from clients and share areas of improvement with Product teams
- Collaborate with client experience, translation, and other teams
Workflow
Service Level Agreement (SLA)
This agreement covers the responsibilities of the Platform Helpdesk: to triage and resolve customer tickets that get logged within Freshdesk (Freshdesk is an online cloud-based customer support software providing help desk support with all smart automations to get things done faster).
Service Response:
| Description | Initial response | Resolution* |
| New ticket created in Freshdesk | 1 business day | 5 business days |
| Ticket with “Waiting on Customer” status | Not applicable | 10 business days and will be closed if no further action is required |
| Service is affected (performance issues, intermittent errors) | 1 business day | 5 business days |
*By resolution we mean: responding to client queries related to UI/technical aspects of the product, feature requests (turning service live, uploading logo, daily message limit increase), addressing problems related to login or account creation.
This agreement only covers the Platform Helpdesk and its services to the supported products.
Products supported
- GC Notify
- GC Forms
Business hours
Platform Helpdesk will operate from Monday to Friday 9 am to 5 pm ET. Any requests received out of business hours are handled by the product team (only urgent priority tickets).