Support Process

Step 1: Report the Issue

To report an issue, you can choose from the following channels:

• Self-Service Portal: Report your issue through our Self-Service Portal. Go to Self-Service Portal and complete the form to create a ticket.
• Email: You can also email ict-servicedesk@tudelft.nl with a detailed description of the issue.
• Service Point: You can also visit our Service Point to report the issue.

Please have the following information ready:

• Your contact details
• A detailed description of the problem
• Error messages or screenshots that clarify the issue

Step 2: Ticket Creation, Confirmation, and Quality Control

Once the issue is reported, a ticket will be automatically created in our system. You will receive a confirmation email with the ticket number, allowing you to track the progress. Our team will assess the issue and determine its priority.

Additionally, we monitor the quality of the communication and process. This includes the following:

• Call Quality: The ticket details will be reviewed to ensure that everything is correctly entered. This helps us improve the user experience and ensure that all relevant information has been accurately captured.
• Ticket Information: The ticket details will be reviewed to ensure that everything is correctly entered, including the issue description and priority.

What happens after the ticket is created?

• Confirmation email with ticket number
• Call quality control (if applicable)

Step 3: Diagnosis and Solution

Our service representatives begin analyzing the issue and attempt to find a solution. This may include:

• Running diagnostic tests
• Searching for existing solutions
• Escalating the issue to a specialist if necessary

We will keep you informed of the progress and work together with you to resolve the issue as quickly as possible.

Step 4: Implement and Test the Solution

Once a solution is found, it will be implemented on your system. After implementation, the issue will be tested to verify that it has been resolved.

Testing the solution:

• The solution will be checked for effectiveness.
• You may be asked to verify that everything is working as expected.

Step 5: Closure and Feedback

Once the issue is resolved, the ticket will be closed. After closure, you will receive a star rating to assess the quality of our service. You can also leave a comment to provide more insights into your experience.

Providing Feedback:

• Star Rating: Rate the service on a scale of 1 to 5 stars.
• Comment: Leave a brief comment to help us understand what went well or what can be improved.

Your feedback helps us continuously improve the quality of our service and ensures a better experience for future requests.

Contact Information

Do you have an urgent issue or have you not received a response? Please contact our servicedesk directly:

• Email: ict-servicedesk@tudelft.nl
• Self-Service Portal: https://tudelft.topdesk.net/tas/public/ssp/