Questions About Ticketing System Customer Service Software

1. How does a ticket get started?

Generally a ticket is originated by your customer on your site. You can also originate a ticket from within your admin area.

2. What is the cycle a typical ticket goes through?

Tickets are originated by you or your customer. They go into the system in NEW status. There is a new ticket queue. You go into this queue and dispatch the ticket to one of your vendors. Then it goes into DISPATCH status. When the vendor signs on and accepts the ticket, it goes into PRODUCTION status. When they finish their work the ticket goes into COMPLETE status. When you get back to your customer and they approve the ticket it goes into CLOSED status. When you get paid, it goes into ARCHIVED status.

3. How do I change status on a ticket?

There is a drop down list on the ticket. Just assign a status and update the ticket.

4. How do I know when a ticket is submitted?

Ticketing system sends you email notification that a ticket has arrived.

5. How does my customer know what is going on?

Your customer can log onto your site and check the status of a ticket.

6. How does my vendor know they have a ticket to work?

Your vendor receives email notification that a ticket needs work.

7. How does my vendor pick up the ticket?

Your vendors have a separate log in screen on your site. They use a user name and password (assigned within the system by you) to log into their secure area. In their area are their tickets. They report their work directly onto the ticket.

8. What visibility do I have to insure tickets get worked promptly?

You have a work queue for every ticket status. You would go into the production queue for example, to review the tickets you have in work. In that queue the tickets are arranged from oldest (on top) to newest. You can see when the ticket was placed and when it was dispatched. Lag times are easy to spot.

9. How do I assign a vendor?

In the system you have a database of vendors. To assign a new vendor, simply fill out a web form and press enter. Now that vendor is in your database of contacts. To assign a ticket to this vendor, simply click dispatch ticket, lookup the vendor, and click assign. This makes it easy to maintain a database of responsible vendors.