Author: Jennifer Hogue
We’re thrilled to announce the launch of SEKO 360/3PL Central support in the SEKO IT Service Desk! This new service will align our support structure with the other SEKO business applications and improve how we communicate and interact with the SEKO 360 and 3PL Central user group. The support queue will be managed by SEKO‘s very own Jacquelyn Utter, with support from Jennifer Hogue and Gary Lenthall. Jacquelyn (Jackie) has been actively supporting SEKO 360 and is looking forward to learning 3PL Central as well. We’re excited to launch this new structure and encourage EVERYONE to support us by logging tickets.
Link to the SEKO IT Help Center: SEKO IT Help Center - Jira Service Management (atlassian.net)
We’re expecting this change to provoke questions, so I’ve included an FAQ below.
Q: What type of questions can I log?
A: Anything related to SEKO 360 or 3PL Central. This can be an error you’re receiving, a general question about a function, user access, Integration/iHub support, etc.
Q: Is this Service Desk for US-based users only?
A: No! EVERYONE is encouraged to use our Service Desk regardless of geography.
Q: I’m a SEKO 360 user, should I still log a ticket in Indigina’s support queue?
A: We encourage all users to log a ticket in this new service desk instead. This gives us the ability to troubleshoot your issue, collect all the necessary information, and attempt to resolve the issue ourselves. If we need Indigina’s support, we – IT - will work with Indigina.
Q: I’m a 3PL Central user, should I still contact 3PL Central directly?
A: Again – we encourage all users to log a ticket in this new service desk instead. We will work directly with 3PL Central if needed.
Q: I am not at a SEKO-owned facility, rather a Strategic Station using 3PL Central. Can I still use this for support?
A: Absolutely! We encourage you to use us for support.
Q: How will you keep me updated on the status of my ticket?
A: We will post regular updates in the Comment section of the ticket until the ticket is resolved.
Q: How will I benefit from this change?
A: This queue will educate us on the issues that occur and challenges you face as an everyday operational user of these applications. This knowledge will help us building training workshops, prioritize enhancements, and work with our vendors to improve.