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. 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)
4. 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?

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

Webform submission