Coupled with a ticketing system
After the launch of the new IEC website in January 2011, some users remarked that there wasn’t one central place or address where they could send feedback. TISS (Technical Information Services and Support) planned an IEC ticketing system to allow for better processing and treatment of all requests coming to IEC CO. The ticketing project system was then developed by the IEC IT department. The Web team designed the button and made sure it appeared on all pages of the IEC website.
The system, available internally since mid-2012, was tested extensively to make sure it would perform adequately. Its public launch coincided with that of the feedback button.
How it works
Clicking on the Feedback tab opens a popup form on which users enter their name, email address and the topic they want to draw attention to. They can further specify whether their communication is a question, a suggestion of if they need support, and provide detailed explanations.
To avoid spam, a simple question is asked at the bottom of the form prior to submission.
The submission goes straight into the system where it is automatically attributed a dedicated number and where those monitoring the flux of incoming feedback can then process it and quickly forward it to the person best able to respond – each department at IEC CO has appointed one contact person who will deal with these requests. At the same time the person making the inquiry receives an email message, confirming reception of the request and providing a ticket number. This process allows for speedier answers and better service to users.
Once completed, the response from IEC CO is sent to the initiator of the inquiry and filed in the ticketing system database for future reference. This database will serve as basis for the preparation of FAQs (Frequently asked questions) and last but not least, the IEC can use the statistical data on support requests and comments to better understand where improvements in the IEC Services and tools are necessary.
Keep in touch
We look forward to receiving your feedback and questions. Your comments and thoughts will help us improve the IEC website and make it a better working tool for you!