Why we use the service desk
The Tiny Elephant service desk is the best tool to submit your request. By submitting the request via the service desk you will get the following benefits:
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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 and to achieve the most correct implementation.
How to use the service desk
1. Sign Up and Log In
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To reach the the Tiny Elephant service desk use the following web link http://minside.tinyelephant.no and press log in. If you don’t have an account yet, please Sing up and create one by following the instructions on your screen. |
2. Submitting a Request
2.1 Request types
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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. 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. Request new functionality. There may be some kind of new functionality you would like to implement that is not supported by the Magento out of the box, we can 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 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. |
2.2. Request summary
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The request summary is basically a title of your request. The summary should be as specific as possible. Here are some examples of summaries we would appreciate. For “Magento help and guidance” type requests:
For “Request design changes” type requests:
For “Request new functionality” type requests:
For “Issues regarding Integration” type requests:
For “Other request” type:
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2.3. Request priority
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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 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. |
2.4 Request Description
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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. |
3. Response Time
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Response time varies for every request type and depends on request priority. We have the following approximate time frames for every priority. Regular priority: 8 hours High priority: 4 hours Critical priority: 2 hours Every request is important for us and we do our best to provide the quickest response for every request type and to provide our best service. |
4. Request Workflow
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At every stage of the task processing, the task changes its status. You can track the progress and leave comments for us if you have any question or something to update. Waiting for Tiny Elephant. This is a default status for the new request. It means, the request will be processed shortly. The issue is planned. We have reviewed your request, made approximate estimation, and it’s queued for the resolution. Work in progress. We do our best and work hard to resolve the task. Blocked by another issue. We have discovered, that we can not proceed as there is another issue that blocks the current task to be resolved, or there is a new issue that should be done first. The blocking issue will be connected to this one. Awaiting approval from client. It means, this issues requires your attention. And we would like you to make some decisions. Whether it is planned estimation or change of a text font. Waiting for client’s response. We have some questions for you. We like to ask questions, as it helps us to be sure we do exactly what you want. In test and quality control. We have a good solution, the work is completed, and we are running some tests and try to break our excellent code. This makes us confident everything will work smoothly and as planned. Done. Congratulations! You have achieved your goal. And we are happy to make you happy. Canceled. It’s life. It happens. We all may change our mind. |
Communication
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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. |
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