This section describes the base user journey for the Customer Support team who provide technical help and how-to support for users who subscribe to the PEDS service. Customer support users will utilize a secure login with 2FA for security of user accounts and information. There will be options for the support users to self manage password resets and lost password requests.
To help enable the Support team’s ability to manage requests, access to the PEDS Admin system will be needed. For the pilot launch, there could be a large overlap between Admin and Support due to the reality of having a small team. Over time (post pilot), the permissions between each group would evolve to refine each role.

Ticket Based Support

Utilization of a ticketing-based solution to assist PEDS with management of support requests is a key requirement for the pilot. Subscribers should be able to contact support utilizing both email and a formal customer support request form through both the mobile app and the web-based app. Real-time time chat is not required for the pilot and could be layered on in the future.

Knowledge Center Information

To additionally minimize manual effort, a knowledge center should be generated with content which enables Subscribers to self-manage requests. For the pilot, the knowledge center would be focused on key areas and would evolve into a more refined content.