There's a lot you can do within a ticket. A Ticket page is the hub from which you can:
- Communicate with your customer about the ticket
- View ticket updates and communicate internally
- Manage the ticket
- Track time worked (automated time tracking)
- View a complete log of all ticket activity
To go into a Ticket page:
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1. Click Tickets, from the left hand panel. A list of all your tickets appear.
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2. Then click the specific ticket you wish to open. The individual Ticket page appears.
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Communicate with your customer about the ticket
From within a ticket, you can communicate with your customer about the ticket through either email or chat.
Your customer receives an email notification whenever you update the ticket. They can reply to this email, and their reply will automatically post to the ticket. Additionally, your customer can see all updates posted to the ticket on their customer portal, and reply on the portal as well.
To communicate with your customer via email:
1. Click Tickets, from the left hand panel. A list of all your tickets appear.
2. Then click the specific ticket you wish to open. The individual Ticket page appears.
3. Type a message in the message box (make sure the drop-down menu above is set to 'Public Reply' (the default).
4. Click the Send Reply button. Your customer will receive your message via email (and will also be able to view your message within their customer portal).
To communicate with your customer via chat:
From the Actions dropdown menu, select Start Chat. Your customer will receive your chat request.
View ticket updates and communicate internally
You can view internal updates from other technicians, as well as post internal updates your self. Note: Customers will not be able to view these updates.
To communicate internally:
1. Click Tickets, from the left hand panel. A list of all your tickets appear.
2. Then click the specific ticket you wish to open. The individual Ticket page appears.
3. Select Internal Note from the drop-down menu, then type a message in the message box.
4. Click on Save Note. Your internal note now appears in the ticket.
Manage ticketsTo see how you can manage a ticket: 1. Click Tickets, from the left hand panel. A list of all your tickets appear. 2. Then click the specific ticket you wish to open. The individual Ticket page appears. The menu bar gives you the following options (explained below): |
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1) Technician: You can click here to select a new technician to assign to the ticket. Note: The latest communication/reply is laid out in bubble format. The conversation history displays in the Conversation pane below. You can maximize/minimize the history by clicking the + or - icon.
A) Merge: Click to merge the current ticket with another ticket. B) Delete: Click to delete the ticket. C) Sign Customer: Click to capture a customer signature (only supported for touch screen devices). D) Start Chat: Click to initiate chat session with the customer. E) Time entries: Click to view the time entries. You can edit these entries, add new ones or delete as needed. F) Products and Expenses: Click to view the products and expenses and to add new ones. |
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To add a new item to Products and Expenses (e.g. travel time to client site): Click Actions > Products & Expenses >Add |
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| 2. Fill in the product or expense details and click Add. | |||||||||||||||||
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Ticket Properties |
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| 1. To change the Ticket Status, Priority, Impact or Type use the drop-down menus on the right (under 'Ticket Properties'). | |||||||||||||||||
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2. Then click Update.
Automated time trackingThe automated time tracker is by default set to run when you go into a ticket (this default setting can be changed by going to Admin > Settings, and adjusting the Tickets setting).
To view the automated time tracker:
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When a follow-up request is made the ticket status is changed back to Open.
View a complete log of all ticket activity
You can also click on 'Ticket Activity' to view all activity since the ticket was opened, including changes to ticket status, priority, impact, type, product family, and title. You can also view comment and note additions as well as change of contact and technician assignment.
