Service Desk Email Address

[PRijnbeek]

The service desk email address would provide an easy access point for all users, i.e. also those that may only be interested and do not immediately need an account on the self-service portal. This system is setup as follows:

1. Every email sent to [email protected] will automatically be registered in the system and will be assigned a ticket number through an auto-reply. This can be fully customized in the EHDEN layout etc. The user is informed that the request is received and will be assigned to an operator.
2. The first line responder can assign this request to a specific operator based on the question or can answer the question directly.
3. All interactions on this ticket are logged in the system
4. The First line responder will close the ticket, and the user is automatically informed about this.

Any discussions in the team related to the Service Desk Email Address can take place in this thread.