Question

What is the best method to contact Service Desk?

Answer

Service Desk is the first line of contact when you encounter an issue or have a request. They route tickets to appropriate teams if they are not able to resolve the request themselves.

Best Practice

For faster resolution:

1. Review Knowledge Base BEFORE submitting a ticket
   • WHY?
     • We have documentation for common issues and they can sometimes be self-solved
     • There may be steps to be completed before hand to reduce resolution time
   • Link to Help Centre: Knowledge Base – Service Desk Knowledge Center
2. Submit individual tickets for each issue 
   • Do not submit one massive ticket for all issues.
   • WHY?
     • There may be separate teams that handle each item and having it all one ticket will delay resolution
3. How to check status of your open requests   You can check the status of all your submitted requests https://servicedesk.bgrs.com/hc/en-us/requests 
4. Separate tickets for each requester
   • Do not add your own issues to an existing ticket.
   • WHY?
     • We track volume of those impacted by number of tickets.
     • There may also be different issues with different solutions depending on the person impacted
     • It may require a different Team to resolve the issue due to permissions (USA vrs Canada, etc)
5. Create brand new tickets
   • Do not forward an existing thread to Zendesk
   • WHY?
     • If the conversation was already added to a Zendesk ticket, it does not create a new Zendesk ticket but instead it will thread the conversation on an existing thread so it may not go to the right team or may go 'missed'
     • Instead of forwarding, attach the email conversation as an attachment and generate a brand new email to contact Service Desk
     • Read for more information: Zendesk - Why are unrelated conversations threading on existing tickets?
6. Avoid keywords in your subject line
   • Do not put 'Out of Office', 'OOO', 'autoresponder' in your subject line
   • WHY?
     • Zendesk's automatic spam filters will mark tickets as spam if they think they are an autoresponder

Standard Process

Email

Chat

Navigate to https://servicedesk.bgrs.com/ and initiate a chat via the Web Widget located on the bottom right

Phone call

Contact Us
Self-Service	https://servicedesk.bgrs.com/
Chat	https://servicedesk.bgrs.com/  initiate a chat via the Web Widget located on the bottom right
Email	servicedesk@sirva.com / ithelpdesk@sirva.com
Phone
Global VoIP	41-5899
Toll-Free	+1-866-977-6008/ +1-800-999-5917
US Government	+1-888-789-3844

Country specific phone numbers-

Webform submission