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You can find the Tiny Elephant Service Desk here: https://minside.tinyelephant.no |
Why we use the service desk
The Tiny Elephant service desk is the best tool to submit your request or inquiry to us. By submitting the request via the service desk you will get the following benefits:
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Request delivery
It is guaranteed that your request is delivered to our team immediately, registered and queued for processing.
Appropriate reaction
The service desk is constantly monitored and every request is seen by all our specialists. Request type and request priority play the main part herehelps us determine what it is about and the urgency of the matter.
Nothing is forgotten
Everything is documented and stored. Everyone can easily get the required information about the task and will never loose it.
Tracking
Everyone is aware of request status and follows its progress. Keeping everyone involved updated - including you - is key.
Understanding
The service desk allows you and us to describe the task by different means, like text, images and video. That helps us to understand the issue better, communicate and to achieve the most correct implementation.
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There are six request types available:
Please remember that by selecting the right request type you are already halfway to your goal. Magento help and Guidance. If you have questions on how to operate the Magento Admin Panel, you have difficulties with configuration tasks, or there is something you don’t know about Magento functionality, we will do our best to provide the best solution to achieve your goal, and to find the best answer for your question. An example of a typical question here would be how to set up a specific campaign using Magento Catalog Price Rules. Request design changes. In case you are not satisfied with the current design of your store and would like to change something or you would like to develop a new one, this is the request type to do that. A detailed description and design sketches is very helpful for us. If you don’t have that, we can help you make them! Request new functionality. There may be some kind of new functionality you would like to implement that is not supported by the Magento webshop out of the box, we can . We would be happy to develop it for you. If you already know every edge and curve of your new idea, please submit the best description you can provide, or we’ll come back with a lot of questions. We do like to ask questions. If you have just a fuzzy idea, we will help you to develop a good blueprint we could start working with. Issues regarding Integration. Magento is very flexible in terms of integration with third party systems, and it may interact with them by means of the already developed modules, that are available on the magento marketplace. We will install and test it for you. If there is nothing available on the market or nothing we don’t already have something that suits your needs, we will develop a new integration for you. Also we will be happy to provide any help and answer any question regarding already functioning integrations. Report a bug. In case you see that your Magento store functions in an unexpected way, for example, the order is not submitted or product functionality is broken and some options are not accessible . It means there is a bug. A good description of the bug is crucial for the issue resolution. The better the description is, the faster we are able to find the solution. Other request Please use this type of request if non of the above types works for you. Please, be very specific to describe you request, as the better we understand it the quicker we can provide you with a good solution. |
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There are three priority types available:
 By default the regular priority is selected. Critical Priority issues are the highest priority tasks and require the fastest response time and solution. These are the emergency tasks. When we see the tasks like that, we abandon everything and rush to this one. Please, be very responsible when selecting this priority. As the “firefighters” don’t like fake calls. An issue of critical priority is one that blocks the functioning of your store. The web site is not reachable or customers can’t log in or submit an order. High Priority tasks are the tasks that we solve first. If you have submitted other tasks, they will be ignored put on hold till the moment the high priority tasks are solved. For example, a marketing campaign is planned, and you would like to apply some changes in your design before the campaign starts, or there is something wrong with the coupon and the customer can’t use the promised discount. Regular Priority means for us that it should be done quickly and with high quality. On these tasks we work at normal pace and try to work out thoroughly every detail of you request. |
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This section is the most important of all. Yours and our success depends on this section. The description of a task is as a blueprint for us. The better it is structured and detailed, the better it is comprehended and better realized. Any form of your description is welcome and helpful, it may be a picture or even “War and Peace” long text. We will discuss with you every item of it and make sure that we are all on the same page.  We would appreciate if you follow the patterns bellow to describe the issue for every request type. “Magento help and guidance”
“Request design changes”
“Request new functionality”
“Issues regarding Integration”
“Report a bug”
“Other request” Anyway we will ask a lot of questions :), but please describe it the best you can. |
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We are open for communication via every channel, email, slack, phone, jira. We want you to reach us any time you have any question. Do you remember ? We do like questions. We will appreciate if you use Jira Tiny Elephant Service Desk, as the benefits described above are really good. Every task is assigned to one or a group of our specialists. So you will communicate directly with the person, who works with your task. This approach helps us to be confident that your message is delivered correctly and you get the quick and professional response.It may happen, You will fall in love with our specialists , as we work hard and always do our best, so do not hesitate to leave a comment that you have ordered some borsch (ukrainian national cuisine, soup ) for us. We welcome you to our team! |