Case Type Definitions

This knowledge base article offers a summary of the case types listed below, which is necessary when submitting the ticket

1. Report an Incident

Purpose: To log disruptions or failures affecting normal operations (e.g., outages, login issues).

Examples:

• “The EONS is down for all users.” 

• “Users cannot log into the system.” 

2. Report a Defect

Purpose: To report bugs or system malfunctions that cause unexpected behavior.

Examples:

• “Incorrect data shown on automated reports.”

• “Search results are showing incorrect data.” 

3. Submit an Enhancement Request

Purpose: Suggest improvements to existing functionality (not a bug or issue).

Examples:

• “Can you add another column to the dashboard?” 

• “I’d like to bulk edit more than 100 records.” 

• “New feature Request in EONS” 

4. Submit a Change Request

Purpose: Request modifications to systems or configurations (usually planned updates).

Examples:

• “Update the email template wording.” 

5. Submit a Support Request

Purpose: General help, guidance, or troubleshooting support.

Examples:

• “I can't log into my account.” 

• “How do I generate a report from the dashboard?” 

• "How-to questions on the feature functionality"

• "How to create a campaign"

6. White Glove Request

Purpose: A White glove Request is a premium-level service request that involves customized, hands-on support, often tied to onboarding, migrations, high-priority account needs, or executive-level users. 

Examples:

• “Assist with sending storm messages end-to-end.” 

• “Help coordinating a large-scale data migration.” 

• "Run a campaign end-to-end."

7. Campaign Request

Purpose: If the users need help with Planning, setup, or execution of any new campaign like PSPS or Storm Support  

Examples:

• “Please create a campaign for the attached program.” 

• “Help configuring this PSPS event.” 

8. Submit a New Program Request

Purpose: Propose or initiate a new strategic program or project.

Examples:

• “We want to launch a new Portal.” 

• “Request to start a pilot for XYZ program.” 

9. Submit a Helpdesk Request

Purpose: If you or your team member need help with Convey Desk Portal access

Examples:

• “New user to be added on Helpdesk portal.” 

10.Vendor Maintenance Notification

Purpose: If there is any kind of maintenance planned or unplanned which can impact the internal systems or Customer Operations

Examples:

• “Our SMS provider is performing system upgrades tonight."

   

10.Submit a Billing Request/Dispute

Purpose: If there is any kind where a customer questions a billed amount, requests clarification on an invoice, or disputes in billing

Examples:

• “The invoice amount seems incorrect."

• "Can you explain the new charges?