WE Connect Release – 11/11/2021 - Sprint 51
Your WE Connect Support teams are always working on ways to make it easier for your to do business. The following enhancements and modifications are just some of the areas where WE are making this happen.
OfficeSuite Live Service Requests
Through the enhancement of the Service Request process for the OfficeSuite product, the WE Connect team makes it easier for Service Assurance to help report OfficeSuite Live issues. This more efficient troubleshooting process gives technicians critical pieces of information that create a road map to the root causes of problems. Getting a better understanding of the issues on each trouble event brings customers closer to resolution on every ticket.
Service Request Escalations
Now, a new Escalate Service Request feature is available on all active service request tickets in WE Connect. This enhancement features a path to communicate with Service Assurance leadership to elevate service requests not meeting expectations. The new icon that starts the process is in the viewed ticket details, right beside the existing Add Notes and Close Ticket icons.