TECHNICAL SUPPORT

 
June 2018

SABS Customer Services is changing...

SABS Travel Technologies continues to grow, and we strive to provide the best service possible to all our customers and partners. 

To help us to further enhance our services, SABS is investing in a new call logging and management system, called Jira. Jira is used for bug tracking, issue tracking, project management and software development, and is the leading software on the market to do all this.

We will be leaving our old logging system OTRS behind, moving forward with Jira and changing our name to the SABS Service Desk.

What does this mean for you?

As a customer, we initially hope youíll notice a better quality service from the SABS Service Desk, including better tracking and measurement of support queries and development issues.

Although the SABS Service Desk will still have an email address for clients to use for support, we are channelling customers queries and questions to our Jira portal.

Either way you must have a profile with us in order to raise support queries.

How is SABS managing this change?

The SABS Service Desk aims to simplify the support process for customers and offer a one stop location for all support queries instead of our current system of 3 different email addresses for different products.

We have imported many profiles into Jira already, including all outstanding logs, and are planning on winding down our previous logging system OTRS over the next 3 months.

Customers using the existing email addresses for support will be notified of the coming changes via an automated response, even after the Jira go-live date, we will send an auto-notification to the sender advising them of the new method of logging questions or queries with us.

Any there any other changes we should be aware of?

Although we are importing many OTRS profiles into Jira, we anticipate there may be customers that wish to raise queries with us that will not be registered.

To get registered, please email your Agency name and email(s) to sales@sabstt.com - Then follow these steps to log in to the SABS Service Desk.

Why do I need to register?

There are many benefits to registering for support.

Previously SABS has allowed any email address to raise logs for support - Moving forward, this is not at the required level of security we know our customers expect. Itís very easy for spoof emails to look like they come from genuine senders.

Itíll also allow SABS to better keep track of queries and where theyíre coming from.

When does this change happen?

We are going live with Jira by 4th July 2018

In the meantime bookmark the SABS Service Desk Jira Portal.

I still have questions, who can I get in touch with?

If you have any questions, or wish to create a profile for the SABS Service Desk then please get in touch - sales@sabstt.com

SABS Travel Technologies