What is the Process and TAT to Manage the Reported issue at Helpdesk
                     What is the Process and TAT to 
Manage the Reported issue at 
Helpdesk?
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Below are the standard process and TAT to 
manage the reported issue-
A. Ticket Generation: A unique ticket 
number is generated against each reported 
issue, regardless of the channel used.
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B. Standard TAT: The standard 
turnaround time (TAT) to provide a 
resolution is sixteen business hours (16 
business hrs.). However, this may vary 
depending on the complexity of the issue. 
Extended TAT details will be provided by 
the Helpdesk team if required.
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in
C. Resolution Criteria: A reported issue is marked as 
resolved based on the following criteria:
a. The issue has been resolved, and the user has 
provided confirmation.
b. The issue has been resolved, but the user is 
unresponsive to follow-up calls/emails from the Helpdesk 
team.
c. The Helpdesk team requires additional details from 
the user, but the user fails to provide them despite 
follow-up calls/emails
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D.Ticket Closure: Issues marked as resolved will be 
automatically closed by the system after 7 days. Users 
can reopen resolved tickets within 7 days if the issue 
persists. The Helpdesk team will follow the same steps 
to provide a resolution for reopened tickets.
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in
Get More Information
Name - Government e 
GmMaial r-k  ehtepllpadceesk-
Toll Free Numbers-g1e8m00.g-4ov1.9in-3436 / 1800-102-
Address-2nd Floor, Je3e4v3an6 Tara Building, 5-Sansad 
Marg, Near Patel Chowk, New Delhi-110001
www.gem.gov.
in
www.gem.gov.
in