Answer / suresh

When the End User raise a case or ticket that will come
through a specific ticketing tool.By using that ticketing
tool that case will come to the support team and from there
PM will assign the case to anyone of the support team
member or some times directly support team members can pick
on thier own.

Answer / subha

The process of gettign tickest are

Tickets are basically either sent directly to the company
mail box or are loded into a server from where it goes to
the helpdesk of the comapny .

Then fromthere is goes to the respected modle manager or
the project manager and from there to the respectie team
lead . Once the team lead from where it goes to
respective consultant . Once the ticket comes to him then
he logs into the system using his user id and password
and does the required modification or sloves the problem in
the devvelopement server and send a cts to the testing
server who after testign it load back to the production
server
and the concerned team member send a detailed mail to the
end user expaining him the issue and the problem as to how
he solved it and gets a acknolwdgement from the end user

Answer / srinivas ch

I get tickets some time directly and some times my PM
assigns the tickets to me.
i get tickets through mail(outlook), tools.

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how many users do you have

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