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## page was renamed from Tech/KitdeBienvenida/Making a Service Request

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To Request Service from TVG

Contents

  1. To Request Service from TVG
    1. By Telephone
    2. By E-Mail
    3. By Web Service Desk

1. By Telephone

Report your problem to our service desk number at:

  1. Mexico lines: 81-1551-2111, or 01-800-0878-TVG

  2. USA line: (956) 467-0960

To allow for better service operation, depending on the time of day, the prompts will guide you to the english-speaking service personnel. This is explained in the following diagram:

2. By E-Mail

Our service desk system allows all ticket followup operations through its two-way email feature. This saves time and effort logging into a web portal, remembering your password, searching for tickets, and so on. Simply send an e-mail to service@tvg.mx with a brief description of your request. You can also add attachments with screenshots, photos, config files or whatever could be helpful. Within seconds, you will receive an automated acknowledgement, as well as the name of the assigned engineer. Following or adding comments to the ticket is only a matter of replying to this emails.

3. By Web Service Desk

For historical reports, lists of open or closed tickets, to specify a particular asset to the ticket, or look at the registered assets, access to the web service part of our service desk system is needed. This is available at http://servicedesk.tvg.mx/

This site will show a login screen which prompts for e-mail account and password. The system will try to present the correct language to the user (Spanish or English) but it also shows an option to force the language.

Upon login, the new service request screen will be presented (Figure 2). On the top part of the screen, other areas of the system can be accessed, such as the History button, which shows a list of tickets for the company.

A FAQs (Frequently Asked Questions) section is also available, as well as a Profile button, where personal details can be modified.

If needed, a formal complaint can be entered as a new service request, where the type of request is selected as “Referente a Quejas, Sugerencias o Dudas Generales”.

servicedesk.png

Example of new ticket request screen:

nueva_solicitud.png

CategoryTech

VGWiki: Tech/KitdeBienvenida/ToRequestServiceFromTvg (last edited 2011-05-17 20:20:19 by GustavoDanielVillarreal)