From 22b9bb037f8141ca2125906196412c98762720b1 Mon Sep 17 00:00:00 2001 From: Clair Barrass Date: Wed, 20 Nov 2024 15:06:43 +0000 Subject: [PATCH] Update servicedesk.md --- support-access/servicedesk.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/support-access/servicedesk.md b/support-access/servicedesk.md index eebe697e..a2905cd2 100644 --- a/support-access/servicedesk.md +++ b/support-access/servicedesk.md @@ -26,7 +26,7 @@ For more complex queries a callback may be booked to discuss your issue with an When a query is submitted by email or through the SAFE, it is placed in the SAFE query system. Phone queries are entered into the system by the Service Desk operator. -When you email your query, you will normally get an automatic acknowledgement by email, including a tracking ID, within a few minutes. If you submit your query through SAFE, it will give you a tracking ID at once. A few minutes later, your query will be assigned to the appropriate expert within the ARCHER2 team to handle. +When you email your query, you will normally get an automatic email response, including a tracking ID, within a few minutes. If you submit your query through SAFE, it will give you a tracking ID at once. A few minutes later, your query will be assigned to the appropriate expert within the ARCHER2 team to handle. A personalised acknowledgement email will be sent, letting you know how your query has been classified, the expected resolution time and any other information which is immediately available. The expert may contact you to discuss your problem or to get extra information. Finally, the expert will send you an answer, and the query will be closed. At this point the Service Desk will send you another message, telling you that this has happened.