Internal Helpdesk

warning

On hold until post-go live for further development, as of 2024-11-04.

Summary

The AANP is transitioning its internal Helpdesk system from Zendesk to Salesforce Service Cloud. This transition aims to maintain current capabilities while leveraging Salesforce's advanced features to enhance support operations. The internal support team will first test these features, with the potential to extend them to external customer support in the future. It is crucial to establish clear boundaries between IT Support and External Customer Support requests and administration, ensuring privacy and appropriate access control.

IT Support Staff Requirements:

1. Intake and Communication:

   • As IT Support Staff, I should be able to intake requests from AANP staff via online forms and email.
   • As IT Support Staff, I should be able to create intake processing rules to assign tickets to appropriate teams.
   • As IT Support Staff, I should be able to receive notifications of new requests and updates via email.
   • As IT Support Staff, I should be able to provide updates and communicate with requesters directly through the ticketing system.

2. Request Management:

   • As IT Support Staff, I should be able to categorize incoming requests into relevant categories (e.g., Application Support, Reporting Requests, Network Issues).
   • As IT Support Staff, I should be able to send reminders to assigned teams when tickets are about to hit an specific Service Level Agreement milestone.
   • As IT Support Staff, I should be able to send reminders to Internal Users when tickets are pending a response at 3 days, 7 days and 14 days.
   • As IT Support Staff, I should be able to create vaious automation rules, incuding closing a ticket after 14 days of no response from an Internal User when the ticket is in "Pending" status.
   • As IT Support Staff, I should be able to add internal notes to tickets that are visible only to other IT Support Staff.
   • As IT Support Staff, I should be able to restrict access to certain tickets so that only specified support staff can view them.
   • As IT Support Staff, I should be able to manage and update the status of tickets (e.g., Open, In Progress, Resolved).
   • As IT Support Staff, I should be able to attach files and screenshots to tickets to provide additional context and details.

3. Knowledge Base Integration:

   • As IT Support Staff, I should be able to link knowledge base articles to tickets to provide AANP staff with self-service solutions.
   • As IT Support Staff, I should be able to receive notifications when new knowledge base articles are published or updated.
   • As IT Support Staff, I should be able to create and update knowledge base articles based on recurring issues.

4. Performance Metrics and Reporting:

   • As IT Support Staff, I should be able to define and track turnaround time metrics (e.g., 45 min to first contact, 3 days for total resolution).
   • As IT Support Staff, I should be able to generate reports on support metrics such as response times, resolution times, and ticket volumes by category.
   • As IT Support Staff, I should be able to monitor and analyze support performance to identify areas for improvement.

5. Other Functionalities:

   • As IT Support Staff, I should be able to configure auto-responses and holiday messages during times when support is unavailable.
   • As IT Support Staff, I should be able to reopen tickets within a certain timeframe without requiring a new ticket to be created.
   • As IT Support Staff, I should be able to view the history of all tickets created by a specific staff member.
   • As IT Support Staff, I should be able to filter out spam and irrelevant tickets using automated spam filtering tools.

Internal User Requirements:

1. Intake and Communication:

   • As an Internal User, I should be able to submit support requests through multiple channels like phone, email, and an online portal.
   • As an Internal User, I should receive confirmations that my requests have been received and will be addressed.
   • As an Internal User, I should be provided with status updates on the progress of my open requests.
   • As an Internal User, I should receive notifications when the status of my open requests changes.

2. Request Management:

   • As an Internal User, I should be able to include attachments and screenshots to fully describe my issue when submitting a request.
   • As an Internal User, I should be able to categorize my support requests by topic area so the appropriate team is notified.
   • As an Internal User, I should be able to view a history of my previous support requests in one place for context.
   • As an Internal User, I should be able to log internal notes on support cases directly from my email without having to switch to another application.
   • As an Internal User, I should be able to view trending support topics on a community forum to see if others have similar questions.

3. Knowledge Base Integration:

   • As an Internal User, I should be able to search a knowledge base within the email system for common issues before creating a support ticket.
   • As an Internal User, I should receive notifications when a new knowledge base article is published.
   • As an Internal User, I should receive reminders to review updated knowledge base articles related to my past support requests or areas of interest.

4. Self-Service Options:

   • As an Internal User, I should be able to access self-service support options like live chat outside of regular business hours.
   • As an Internal User, I should be able to log into a member portal and view my personal support request history and interactions.
   • As an Internal User, I should be able to submit support requests through multiple digital channels like the website, mobile app, and social media.

5. Performance Metrics and Reporting:

   • As an Internal User, I should be able to track the progress of my requests through a personalized portal dashboard for transparency.
   • As an Internal User, I should receive a satisfaction survey after a ticket is resolved, and these responses should be anonymized and available on report dashboards along with other metrics about ticket handling.

Nice-to-Have Features:

1. Advanced Communication:

   • Ability to intake requests via phone number (transcription and perhaps AI-based categorization, assigning phone numbers to staff so we know how to assign them).
   • Integration with MS Teams.
   • Ability to have automated bots respond and ticket incoming tickets.

2. Security and Spam Filtering:

   • Spam filtering for incoming tickets by any media type (phone, form, email, chat bot).

Assumptions

• All Internal and External Users will be included in the Personas definition.
• Timelines will follow as outlined in each requirement.

References

• AANP Zendesk documentation and existing usage reports.
• Salesforce Service Cloud documentation.

Appendix

Types of Requests:

1. IT Support:

   • Application Support, Reporting Requests, Network Issues, software development requests, offboarding tasks, HR-related private concerns.

2. External Customer Support:

   • Member inquiries, account management, general support.

Security and Access:

• Separate rules and administration for IT Support and External Customer Support to ensure privacy and appropriate access control.
• Role-based access for managing and viewing support tickets.

Role	Name	Signature	Date
Technical Lead	Jeff Sikes
Stakeholder	Wil Gist
Stakeholder	Erin Korstad