In this opportunity, we will explain to you some key concepts about the requests you can send to our technicians at Perceptiva. Our main objective with this reading is that you end up with a wider understanding of the following topics:
 Types of requests
Choosing the adequate request type when you create a ticket is very useful for the triage and resolution process, since it will make it easier to classify along with the different requests we receive daily. On our help center, you have three request type options available:
The agents from our team at Perceptiva have another option available:
Next, we will explain to you each one of these types, and we will give some examples to make it easier for you to comprehend.
A request is considered to be a question type of request if it consists of one or more questions about something in particular. Question tickets allow the requester to ask us different things about our platform, services, and many more.
Some examples may be the requests “¿How do I sign in?”, "How can I get a quote for one of your services?" and “I forgot my credentials, ¿what should I do?”.
In case a user needs to ask our team to develop or do anything, the user can submit a task request. Later on, our support team will triage the request and assign it to a specific agent who will deal with it.
A task request example may be submitting a ticket asking the technicians to change something we previously developed for the requester, or even configuring something new for them.
An incident is a specific event currently affecting the user. We could find various examples for this type of request: “I cannot sign in on my account”, “This service is not performing as it should”, “Last update is not working correctly”, and so on.
Problem type of requests are related to issues currently having a negative effect on two or more end users or clients, meaning that a request should be classified as a problem if it indicates a difficulty related to a certain product or service affecting multiple users.
For example, if the main office router is not working correctly, many users will start to submit support requests indicating the diverse incidents each of them is having due to an Internet issue (even if they do not know the root problem lies on the router). The technical support team will detect all of these issues are directly related to a common bigger problem, and it will create a new problem type ticket to describe the situation and try to solve it. Users do not have the option to send problem type of requests: they must send incident type requests, and the technicians at Perceptiva will deal with the rest.
 Request priority
Establishing the right ticket request is not trivial at all. Just like the request type makes it easier to categorize the requests, priority also helps us rank the requests by importance, being a key factor in managing our agent’s time correctly.
There are four priority levels:
We are going to explain each one of them to you so you can get an idea of the criteria we use to classify tickets, and understand why our team at Perceptiva may set a different priority level to a ticket, than the one the requester set.
Low priority requests are those that do not interfere with the user’s business in any way, and they do not block him, therefore they do not require an immediate response. An example may be a ticket asking for complementary information about the platform, or even requests with very general questions.
Requests set as normal priority tickets represent situations or questions that do not block the user either, although they do require a faster response or resolution. To give you a specific example, this could be a safety certificate update request.
We say a request is a high priority request when it represents an incident that despite the fact that it does not block the user from rendering its service to its clients, it does interrupt or slow down the user’s workflow. This may be caused if the user is waiting for us to solve a particular issue. For example, the ticket "Hello. One of our many contact channels is not working, therefore we are being forced to answer to our clients manually. This is being very time consuming for us!" definetly represents a high priority request.
Requests set as urgent priority tickets represent a problem or incident of a higher gravity, blocking the user from rendering its service to its clients. These tickets must be solved as fast as possible.
 Ticket status
Every ticket has its corresponding status, and you can consult your ticket’s status how we explained to you in this article. This information allows both the user and the support team to stay in tune with the requests’ status, being a valuable feature to keep track of the questions, tasks and incidents submitted.
There are six different ticket status:
Let us go deeper on it.
This is the default status set when a user submits a new ticket. It indicates that the request has been received by the tech team, but it has not been opened and there is not an assigned agent for it yet.
It gives us the hint that the request has been open already, and a support agent has been assigned to solve it. Once a ticket has been opened, its status can never go back to new.
This means the assigned agent has answered the user’s request with another question, possibly due to the need for more related information. Pending requests tend to keep on that state until the requester answers to the support agent, providing the technician with the information they need to continue.
Usually, an on-hold ticket is a request that for some reason needs a third party (someone who is not the assigned agent nor the requester) to interfere. The agent must wait for this persons’ resolution to proceed.
Tickets are set to solved status when the assigned agent solves the issue. Nevertheless, if the requester does not agree with the resolution, it has four days to reopen the ticket, and it can do so by answering the email or notification sent when the ticket got solved.
After the ticket has been marked as solved for four days, it will automatically change its status to closed. This indicates that the resolution process has finished completely. Closed requests cannot be reopened.
We hope this article helped you get a wider understanding of all the different types of requests, priorities and status. If you wish to know more about support requests, or comprehend our help center better, we suggest that you check this out.