OmniSupport Ticket Self-Management
Revision History
Date | By | Comments |
2-Feb-2022 | ME | Version 1 |
26-Oct-2022 | ME | Version 2 – updated following Jira migration |
19-Sep-2023 | ME | Version 3 - updated after moving the OmniParcel helpdesk to Confluence |
05-Feb-2023 | ME | Version 4 - updated how to share the tickets |
Purpose
The purpose of this document is to explain how a user can submit and self-manage their support tickets.
Support Matrix
Category | 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 knowledge base, 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:
|
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.
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
From here you can also share the ticket with additional users by entering their email address:
Click on “Share” under “Shared with” and type in he email addresses. You can add any email address here, regardless of whether they have a Jira account or not.
After your ticket has been created, 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. Enter the email address you wish to create an account with and click “Next” (If you already have an account, enter your email address and follow the prompts to log in instead):
On the next screen, click “Sign up with password”
The page will refresh and this message will appear:
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.