Helpdesk & Support Guidelines

Owned by Former user (Deleted)
Last updated: 03-Sept-20
2 min read

If your issue is related to Mantiki, Salesforce, Database Updates or Development Requests then speak to your Team Leader who will advise or raise a HELP Jira, if it’s anything else, please email servicedesk@virginwines.co.uk or call 2222 or 01603 886500 externally  

When raising a ticket, it is extremely important you follow these guidelines to ensure your issue is resolved as quickly as possible and avoid delay -   

  • Ensure it has a subject and that the subject is a summary of the problem/request - however do not just fill in the subject and leave the description (or email body if emailing) blank
  • Please don’t just put “Help” or “System issue” as this doesn’t provide any information for us 
  • Ensure you have included all the information to help us to help you in the ticket  
  • If it is a hardware issue, what is the problem? When did it start? What is your computer number?  
  • If it is a Mantiki/Salesforce problem (HELP) then include customer or order numbers if applicable (Not in an image, please ensure they are typed or pasted into the ticket) 
  • If there is an error message, please provide it. Attach any screenshots which would be useful and include the time you received the error:(Everybody should have Snip and Sketch or Snipping tool installed for this)   
  • Include steps to reproduce the issue (If applicable) if it is not immediately obvious 
  • Please don’t raise your issue directly through email or Teams to a member of IT directly without raising a ticket, but feel free to follow up on an existing ticketor ask questions.
  • Any updates against the issue need to be commented on the Ticket itself – even if you have been contacted by a member of IT through email or Teams, the Ticket will always need a comment to update it with the latest informationto help us resolve the issue swiftly 
  • Be clear in your descriptions, but as brief as you can.   


Is my issue a HELP or Service Desk request?

HELP tickets are raised through your Team Leader or Manager and are for the following things - 

  • Telesales issues
  • Website issues
  • Mantiki related error messages
  • Subscription/Winebank issues
  • Database requests
  • New development requests 

Service Desk tickets can be raised by anyone and are for anything outside of this, including but not limited to -

  • Windows logins
  • New Starter requests
  • Hardware requests/issues
  • Phone problems 
  • Folder access requests

If you are unsure, please speak to your Team Leader/Manager