What’s happened?
We’re pleased to confirm that we’ve made a number of enhancements to the Service Desk to improve your experience and make it easier to manage service requests.
We’ve received feedback that managing multiple tickets raised via email can be challenging, particularly where responses are not threaded. This can make it harder to track progress and resolutions.
To support a simpler and more efficient experience, we’ve enhanced our Service Desk portal and are now encouraging customers to create an account. The portal allows you to raise, view, and manage your tickets in one place, and track progress through a clear dashboard. You can access the portal here: https://emrsettlement.atlassian.net/servicedesk/customer/portals
Once you’ve created an account, you’ll see a consolidated list of service request categories. Simply select the category most relevant to your request, provide a summary and any supporting information, and submit your ticket.
Supporting Information
Over the coming days, we’ll be updating the Contact Us section of our website to include guidance on each service request category, including the types of requests they cover and the associated Service Level Agreements. This is intended to improve transparency and help you select the most appropriate category.
If you have any questions, please raise a service request via the Service Desk. We hope these improvements will support a more efficient and streamlined experience.
Notifications on closed tickets
Please note, as part of these enhancements, we’ve also updated historical tickets. If you receive notifications relating to closed tickets, please disregard them as no action is required. You may also receive notifications for active tickets where new categories have been applied as part of our re-triaging process.