Overview

• Support Portal : https://support.skcc.com
• The Support Portal (Freshdesk) is a Ticket System that collects and manages users’ technical inquiries and issue resolution requests in a centralized location. 

Purpose

• From the customer and user perspective 
  • Improve ticket visibility through a unified request submission channel. 
• From the service provider perspective 
  • Integrate various request channels such as phone, email, and portal, enabling easier collaboration between Agents and stakeholders. 
  • Manage processing history for each request. 

Process

1. The customer creates a ticket. 

   1. Ticket Types 
      1. Inquiry 

         • Business inquiries

         • Product information requests

         • Pricing questions

         • Product functionality, minor issues, or service inquiries

         • Frequently occurring or patterned questions are converted into knowledge content (FAQ, guides, etc.)

      2. Request 
      3. Incident
         • Customers can directly register incident tickets. 
         • Tickets are received per CSP (Cloud Service Provider) account. 
   2. Priority Levels 
      1. Classified as: Low / Normal / High / Urgent 

   3. Related solutions are automatically displayed when a ticket is created, helping users resolve simple issues without submitting a ticket.

2. Tickets are automatically assigned to pre-registered Agents for each service. 
   1. Ticket System Admin must configure these automatic assignment rules. 
3. Alerts are triggered based on pre-defined notification policies per service. 
   1. Alerts can also be sent via email, Slack, etc. by leveraging additional features of the Ticket System. 
4. The assigned Agent writes a response via the Agent Portal. 

   1. Tickets are automatically closed 5 days after the response is completed or resolved.

   2. Collaboration between Agents and stakeholders is supported using notes (public/private).

   3. For tickets received via email, Agents can also respond directly through the notification email.

5. All responses are automatically sent to the customer via email and are recorded in the Ticket System along with the ticket history. 

Roles and Permissions

• Each service Owner is assigned the Supervisor role. 

  Role	Assignee	Permissions
  Administrator	MManaged Service Provider	Acts as the Support Portal Admin. Can configure all features through the "Admin" menu. This role is managed by the Managed Service team.
  Supervisor	Managed Service Provider Service Owner	Can perform all actions related to Agents, view dashboards for unresolved tickets, and generate reports.
  Agent	Service Owner	Can create, view, respond to, and update/resolve tickets. Also has permission to manage contacts and create solution articles (such as user guides and manuals).

Key Feature

1. Dashboard
   
   1. The dashboard includes various widgets to monitor activity: 

      1. Ticket Summary Metrics

      2. Recent Activities

      3. SLA Compliance

      4. Unresolved Tickets

      5. Agent Availability

      6. Forums

      7. To-do List

2. Ticket Management 
   1. Viewing Tickets 
      1. Access detailed tickets via the "Tickets" tab on the left panel of the dashboard.
         Tickets can be viewed by status, and various filters are available to find relevant tickets.
         (Filters include: Agent, Group, Ticket Type, Status, Target Service, etc.) 
   2. Processing Tickets 

      1. Click "Reply" on the ticket screen to write a response.

      2. The reply format follows the format of the original ticket. A Rich Text Editor is supported, allowing file attachments and inline images.

      3. When submitting a reply, you can also choose to change the ticket's status.

3. Ticket Automation 
   1. Automatically assign new tickets to a specific Agent or Group. 
   2. Send alert messages to Slack channels or emails upon ticket creation.
      
      
   3. On Ticket Creation – Automatically triggers a predefined set of actions when a new ticket is created. 
   4. On Ticket Update– Immediately triggers defined actions when specific events occur. 
      1. e.g., notifying the Agent via email when a customer gives a negative satisfaction rating 
4. Solutions 
   1. Upload user guides, manuals, and service usage instructions. 
   2. Before submitting a ticket, customers can see related guide content auto-suggested based on the keywords entered in the subject.
      Agents can also insert guide content into their replies. 
5. SLA Configuration 
   1. Service Level Agreements (SLAs)define the service performance expectations between the company and its customers.You can configure SLA policies to:

      • Define Agent response deadlines

      • Set response times based on ticket priority

      • Establish rules for reporting SLA violations

Using the Ticket System 

1. Target Audience: Digital services provided by SK Inc.
2. How to Apply
   1. Submit a ticket through the Support Portal. The ticket must include the following information: 

      1. Service Level: Product/Service name, relevant ticket fields

      2. Agent Information: Name, email, and phone number

      3. Slack Notification: Indicate whether Slack notifications are to be used

3. Once the information is reviewed, the ticket system will be configured and tested for activation. 

How to Apply for Agent Access 

If Agent registration is required, follow the instructions below: 

New Registration 

1. Go to the Support Portal (https://support.skcc.com).
2. Select Ops Modernization > Request Management (Support Portal) as the service level and create a ticket with the following details: 

   1. Product/Service Name*: The product/service the Agent will be responsible for.

   2. Purpose

   3. Display Name for Agent: Typically shown as the service name. If multiple Agents exist or a custom name is preferred, specify it. This name is displayed to the requester in the ticket details.

   4. Agent Email Address*: Used as the login ID. Notifications about new/assigned tickets and replies/notes will be sent to this address. It is not visible to end users.

   5. Agent Phone Number: Used by system administrators or the Service Desk in emergencies.

3. An account activation email will be sent to the Agent. Clicking the link and setting a password completes the account setup. 
   1. Agent login and password setup are integrated through Freshworks. 
   2. During the setup process, Agents may choose to enable Two-Factor Authentication (2FA) using a third-party app like Google Authenticator. 
   3. If you wish to disable 2FA after enabling it, submit a request via the Support Portal. 

Modifying an Existing Agent 

Agent를 변경하거나 삭제 시 기존 Agent에게 할당되어 있던 티켓들의 Agent 정보가 함께 삭제됩니다. 따라서 변경 및 삭제 전에 Agent에게 할당되어 있던 티켓을 다른 Agent에게 재할당해야 합니다.

1. When modifying or removing an existing Agent:

   • Tickets assigned to that Agent will lose the Agent assignment if not reassigned beforehand.

   • Make sure to reassign all existing tickets to another Agent before proceeding.

2. Steps:

   1. Reassign tickets from the Agent to be modified or removed.

   2. Proceed with changing the Agent’s email or deleting the Agent account.

FAQ

Q. How can I change the email address (login ID) for an End User in the Ticket System? 

If an End User's registered email (used as the login ID) changes or is incorrect, they may not receive notification emails for ticket updates, causing delays in urgent cases.

End Users cannot change their email address (login ID) by themselves.

Instead, submit a ticket to the Support Portal with the following information:

• Service Level: Ops Modernization > Request Management (Support Portal)

• Type: Technical Inquiry

• Ticket Content:

  • Previously used email address

  • New email address

After the update, the user will retain the same login password and will still be able to view their previous ticket history under the new email.