Eagle Client Portal

Client FAQ and Feedback

Ability to escalate to COMs

When we have critical issues, our current process is to create a ticket and email our COM.  It would be good if we could perform the escalation directly in the support ticket.

  • Guest
  • Sep 21 2017
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  • Admin
    Kyung Hwang commented
    January 23, 2018 17:22

    When a case is opened in the Client Portal the teams are informed in the following ways.

    1. A Case Ticket is assigned to the team in a Critical Dashboard View and they receive an Email with all the case information from the submitted portal ticket.
      1. Your COM/TOM would be able to see your ticket in both ways mentioned above and assign it to themselves.
      2. In addition, all COM/TOM team members receive the same notifications so we have increased visibility to our team who can assist.
    2. In addition, for production critical issues we offer the creation of a Production Down case. As part of this we also prompt the submitter to call our GSS after – hours support line.
    3. Our GSS after – hours support line number is readily available in the client portal under the “Contact Us” page.
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