Helpdesk structure

The most important thing to note about the aizan Helpdesk is it does not operate as a contact centre.


The aizan team members that receive the tickets and answer the phone are the subject matter experts that configure the application profiles, build the IVRs, and troubleshoot call quality and call delivery tickets. We love this model as it strives to put our customers in touch with someone who can help on first contact.


Business hours

09:00-17:00 ET, Monday to Friday (excluding holidays observed by the province of Ontario)


After-hours

365 x 7 x 24



aizan Helpdesk does not proactively monitor email or the ticketing system portal outside of business hours.

For out-of-service situations, during or after business hours, please create a ticket and follow up with a phone call.



First response

We define our First Response to a ticket as when we have actively started investigating, inquired for additional information, or are fulfilling the request made (we do not consider the automated response assigning the ticket number as a first response).


Important vs. urgent

While we consider every ticket to be important, not every ticket can be urgent. Ensuring the appropriate priority on all tickets gives us the flexibility to manage urgent issues urgently.


The aizan Helpdesk team reviews new tickets throughout the day, triages them according to this article, and works to resolve them as quickly as possible.


Opening a ticket on the portal

https://helpdesk.aizan.com 

When a customer submits a ticket on the Helpdesk portal:

  1. A ticket is immediately created
  2. The customer should receive an automated email providing a ticket number


Opening a ticket by email

helpdesk@aizan.com 

When a customer submits a ticket by email:

  1. A ticket is immediately created
  2. The customer should receive an automated email providing a ticket number


Opening a ticket by phone

+1 (866) 799-9222 Option 1

When a customer calls to open a ticket:

  1. The aizan team member answering the phone will create the ticket on the customer's behalf
  2. The customer will be provided with the ticket number (and will also receive an automated email providing a ticket number)

I tried to call and got voicemail...

We make every effort to be available for every phone call, but there are times when all our team members are occupied and customers are directed to our voice mailbox. Don't worry!

We connected our voicemail system to our ticketing system, so if you do have to leave a voicemail, your message is automatically converted into a ticket.

  1. We see the ticket created as an anonymous voicemail
  2. We listen to the message, and re-triage the ticket with customer information, description, etc.
  3. Once the ticket is re-triaged, the customer should receive an automated email providing a ticket number


Not in service

+1 (866) 799-9222 Option 1

Rule #1: Call the aizan Helpdesk. If you can't reach us on the first try, try again or call our Level 2 (or Level 3) team members here. In almost every case, we are able to resolve the issue impacting a customer, but only if we are notified quickly.