Contents
Revision History
Purpose
Questionnaire
Support
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Questionnaire (to be included in your support request)
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Response
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Brief description of the issue including timestamp (and time zone) of the issue:
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Is it happening to all orders (Y/N):
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If not all orders, how often does it happen/how many parcels is it happening to (i.e., intermittent a couple of times per month, all orders from AU to NZ, all orders today, etc):
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Consignment details (consignment number, sender details, recipient details - even if the shipment creation wasn't completed):
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Full API request, Response and API key (attach or copy/paste):
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Error message:
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If you have a list of impacted consignments, please attach (respond 'yes' if attached):
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Platform which returned the error message (direct from OmniParcel; /OmniReturns/ through integration partner, etc):
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OmniParcel account number/account name (this is for OmniParcel related issues only):
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Best contact number if we need to organise a call with you regarding your request:
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Other relevant information:
Matrix
Self-managed ticket – Step by step guide
Revision History
Date | By | Comments |
2-Feb-2022 | Mette Evjenth | Version 1 |
26-Oct-2022 | Mette Evjenth | Version 2 – updated following Jira migration |
Purpose
The purpose of this document is to explain how a user can submit and self-manage their support tickets.
Support Matrix
Information | |
Helpdesk | Information on how to use OmniParcel, OmniReturns and OmniRPS as well as common troubleshooting tips can be found in our knowledge bases which can be accessed here: |
Submitting a Support Ticket | For any IT related support requests that cannot be resolved through the Helpdesk, an enquiry is to be lodged using the online form, which is available here: OmniSupport Forms |
New Support Requests | Please create a new ticket for each request, as we do not monitor closed tickets. |
Supported systems | Our IT support can provide help with below systems:
We have separate channels to manage customer service, operations and SEKO US products, please contact your Account Manager for assistance with these areas. |
Support Categories | IT Support tickets are classified into 3 categories: Severity 1: A system or significant service within a system is down which is causing a significant impact. The most critical tickets in support. A resolution is provided within 4 hours of being confirmed a Severity 1, by OmniSupport, if the issue can be resolved by Seko. Severity 2: An issue within a system is causing a disruption to a service. Resolution is provided within 24 - 48 hours, if the issue can be resolved by Seko. Severity 3: An issue within a system which is causing a minor or no disruption. These tickets are not urgent and therefore have a lower priority. A resolution is provided within 3-5 working days. |
Required information | In the online portal there are some mandatory and some optional fields. Please provide as much information as possible here, as the more information you provide, the quicker our support team will be able to investigate the issue. |
Multiple consignments | If multiple consignments are impacted, please attach, or copy/paste a list of the impacted consignments so that the team can better understand the scale of the issue and make sure that all impacted consignments are resolved. |
Closing ticket | Once your ticket is resolved or you no longer require the item investigated, please notify support so that we have a record of the issue being resolved, and so that our support team can be freed up to progress to other tickets in the queue. You can notify support via the existing email trail for your ticket, or via the OmniSupport Portal. Please don’t send a new email to notify support that the ticket has been resolved, as this will create a new ticket. |
Closed issue re-appearing | If a closed issue is re-appearing, please raise a new ticket with support. If you have the OMSP-number for the previous request, please include this in the copy of your new support request, as this will provide helpful context for the support team. |
Escalating a ticket | If your ticket has not been resolved within 3-5 business days, the same issue has happened 3 or more times in the past 24 hours or the issue is a Severity 1, please escalate the issue to your account manager. |
Managing support tickets | You can manage your tickets through the OmniSupport Portal |
How to create a ticket - Step by step guide
Access the online support portal via https://seko.atlassian.net/servicedesk/customer/portal/31/group/95
Select the platform that you require assistance with from the list of options, e.g., OmniParcel or OmniReturns
Follow the prompts on the next page and populate the fields with as much detail as possible.
The more information you share, the quicker our team can investigate and resolve your enquiry.
Note: To add additional email addresses to the support ticket there are two options:Populate the email addresses in the “Additional stakeholders” field when creating the ticket. You can only add email addresses for users who already have a Jira account.
Clicking on “Share” and adding email addresses after the ticket has been created. You can add any email address here, regardless of whether they have a Jira account or not.
Click “Send” at the bottom of the page to submit your ticket
Once you have submitted your ticket, the screen will refresh and you will see all the details of your submitted ticket
You will also receive and email confirmation with your ticket number and a quick link to view your ticket online (this may take a few minutes to arrive)
If you click on the “View request” from the email, you will be required to log in to Jira to view your ticket. See details below on how to create a Jira account.
How to create an account - Step by step guide
Submit your ticket to support following the above steps
You will get an automated email response from our support team. This email has a link that you can click on to manage your ticket:
When you click on the link, you will be taken to the online portal login: https://seko.atlassian.net/servicedesk/customer/portal/31/user/login Click on “Sign up” (If you already have an account, enter your email address and follow the prompts to log in instead):
Enter your email address and click “Send link”
You will receive a new email, click ‘Sign up’:
On the next screen, follow the prompts and click ‘Sign up’:
Once logged in, you can manage your existing tickets:
When you click on ‘Requests’ (top right corner) you have the option to view ‘Created by me’ or ‘All’. ‘Created by me’ are the tickets that you yourself have created, and ‘All’ are tickets where a colleague or a team member have included you in the support request.
Once you have selected ‘Created by me’ or ‘All’, you will be taken to a list of all relevant support tickets:
From here you can view each support ticket by clicking on the reference or the summary:
Once you’ve opened the ticket, you can add a question or comment, cancel the request, or you can share it with a team member or colleague as required.
Share a request: Click on ‘Share’, type in an email address in the input box and click ‘Add’. The user will be notified via email that they have been added to a support request.
Cancel a request: If your request was in error, please cancel the request by clicking ‘Cancel request’. If your ticket has been resolved, please write that as a comment or in the email thread for your support ticket so that we have a record of the resolution. The Support Team will then close the ticket.
Escalating a ticket: when needing to escalate a ticket, always share the ticket with your SEKO Account Manager and they will escalate further to the relevant people within the support team.
If you have any questions regarding this process, please reach out to your Account Manager.