We have a variety of tools available to our clients listed on the right. If you have any questions please also feel free to contact us via phone at 866-676-0434. This number is answered 24×7 to support our clients.
In an attempt to ensure that your experience with the Triggerfish Service Desk is as positive as possible we have assembled a guide that contains several relevant information items as well as frequently asked questions.
There are several ways in which you can engage support from our team which are described below.
Chat using Instant Messaging, initiate remote assistance or submit a support ticket by launching your browser to http://triggerfishcorp.com/support
In many ways this is the most efficient means of engaging support in that you can begin working with a Triggerfish in close to real time while you continue to work, without having to stop and pick-up a phone or send an email and await a response.
Available from 8am – 5pm Monday through Friday excluding department meetings on Wednesday’s from 4 to 5 and Holidays
Recommended for Normal to High priority issues.
Generate a support ticket by emailing support@triggerfish.zendesk.com
This email address is linked to the ticket management system used by Triggerfish to document, assign and prioritize work. By sending an email directly a ticket is automatically created. Additionally, you will receive a response as soon as the issue is assigned to an individual.
Available 24×7, although ticket review and assignment is limited to 8am-5pm Monday through Friday excluding Holidays.
Recommended for Normal to Low priority issues
Dial 816-676-0434 or 816-271-0193 (answering service)
This number is answered either directly by Triggerfish personnel, or by an outside answering service. The alternate number is made available in the event that the main number at Triggerfish is unavailable. Please listen to the options carefully as they do frequently change.
Available 24×7.
Recommended for High to Normal priority issues.
The Triggerfish Service Desk is staffed by two Triggerfish team members from 8am – 5pm Monday – Friday excluding department meetings on Wednesday’s from 4 to 5. Depending on call/request volume it may not always be possible to engage a resource immediately. In the event of an emergency please utilize the phone numbers provided above as there is always an analyst on-call in addition to the Service Desk.
Triggerfish utilizes incident prioritization procedures to ensure that our resources are as effectively deployed as possible to address the varying needs of our clients. Given that Triggerfish supports several clients at times there can be a greater demand for service than we have capacity to support. While this generally does not impact our ability to support critical client needs, it is something that we have to manage.
Operating Standards – Priority Assignment
All cases will be assigned a priority from Urgent to Low.
Urgent – Impact to a critical enterprise application(s); Affecting multiple users or sites; resulting in lost production or direct impact to patient care.
High – Impact to multiple users or sites; resulting in diminished productivity.
Normal – Impact to individual user or site; No direct impact to productivity; workaround is available.
Low – Request that has no significant impact on users or site Or Request or Project that will require procurement and or planning.
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