## page was renamed from Tech/KitdeBienvenida/Making a Service Request
#language en
#acl +All:read
{{attachment:Public/vg-eng-kb.png}}

= To Request Service from TVG =

<<TableOfContents(3)>>

== By Telephone ==

Report your problem to our service desk number at:
 1. Mexico lines: '''81-1551-2100''', or '''01-800-0878-TVG'''
 1. 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:

{{{#!aafig scale=1 aspect=.5 foreground=#4D7DA9 fill=#81BBF2 proportional

+======================+    +---------------------------+  +---------+               +========================+
|"Call to USA lines"   |-+->|"Monday-Friday: 8:30-19:00"|->|"Press 7"|-------------->|"Tech is connected from"|
+======================+ |  +---------------------------+  +---------+               |"Tier 1 Group"          |
                         |                                                           +========================+
   * CST Time zone       |                                                                        
                         |  +---------------------------+                            +========================+
                         +->|"Monday-Friday: 19:01-8:29"|--------------------------->|"Tech is connected from"|
                            |"Sat-Sun: 0:00-0:00"       |                            |"Out of Hours team"     |
                            +---------------------------+                            +========================+


+======================+    +---------------------------+  +---------+  +---------+  +========================+
|"Call to Mexico lines"|-+->|"Monday-Friday: 8:30-19:00"|->|"Press 1"|->|"Press 7"|->|"Tech is connected from"|
+======================+ |  +---------------------------+  +---------+  +---------+  |"Tier 1 Group"          |
                         |                                                           +========================+
   * CST Time zone       |                                                                        
                         |  +---------------------------+  +---------+               +========================+
                         +->|"Monday-Friday: 19:01-8:29"|->|"Press 1"|-------------->|"Tech is connected from"|
                            |"Sat-Sun: 0:00-0:00"       |  +---------+               |"Out of Hours team"     |
                            +---------------------------+                            +========================+


}}}

== 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 <<MailTo(service AT tvg DOT 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. Following or adding comments to the ticket is only a matter of replying to this emails.

''* For new tickets to be generated from e-mail, the e-mail domain of your company must already be associated with your company, which we do whenever the first product or service is requested to TVG. If your e-mail is from a public e-mail service, such as GMail or Hotmail, we need to add your specific e-mail address to your company profile. Anonymous ticket generation is not allowed.''

== 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/ <<BR>><<BR>>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.<<BR>><<BR>>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.<<BR>><<BR>>A FAQs (Frequently Asked Questions) section is also available, as well as a Profile button, where personal details can be modified.<<BR>><<BR>>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”'''. || {{attachment:servicedesk.png}} ||

Example of new ticket request screen:

{{attachment:nueva_solicitud.png}}

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CategoryTech CategoryPublic