Help Desk Work Process Flow

Source of Query
Key Account Executive (KAE) / Client / Others (via verbally, mail etc)

Query

Non-
Technical technical

Required
Air/DG/ Report Hard Internal
Food, Noise/Lig copies/soft
Water,Swab Shelf life Revision Query
ht copies

Solution Team Air Support Shelf Life Name, Extra Sample

Form and Mail Id Mail Mail Location, Requirem quantity
(air.support@e (shelflife.s Sample ent with conditions
(solutions@equin description, required by
oxlab.com) quinoxlab.com) upport@e invoice,
Contact labs, report
quinoxlab. request by
person TAT status
com client and
change etc others
other.
not related
to results
 Technical Query

 For Food, Water, Swab related query we need to fill Solution

form & forward it to solutions team.
 Air related query to be forwarded to Air support mail id.
 Shelf life query to shelf life Support mail id.

Non Technical Query

 Report revision as per client requirement change in Client

name, location, Sample description etc.
 Extra Hardcopies if required with invoice or client request.
 Sample Quantity Description, Report TAT and other queries.
 For urgent report check with the lab TAT dates and request lab
to provide it early if possible.
 Thyrocare query Collection mails forward to corporate team.

Notes:

1. After filling every solution form forward the trail mail to solution
team and keep KAE or related concern person in CC.
2. Take follow up from technical team weather query has been solved
or not.
3. Check with Solution tracking for the updates of query.
4. In case any technical report revision is done please QC it from
concern person and then only send the reports.

Instructions to Operate Zoho-Desk (Helpdesk)

1. Zoho desk has options to assign the queries to different users according
to the task to be performed by them.
2. If the Query is in progress then its status can be updated accordingly.
3. If due to some reasons we are unable to solve the query then its due
date can be changed to keep the query in progress.
4. The query can be classified According to its type for example if report
revision is done then classification can be assigned as report revision.
5. Whenever the query is resolved put a comment for our reference.

Image for Reference