Easy Support Ticketing System Provides Online Customer Support : Quick Start Instructions

Your Ticketing System is set up now. To use is go here and log in with username xxx and password xxx.

http://ticketingsystem.com/ticketing/

Your first 30 days are free. During that time you will receive an invoice from Internet Man. At that time call us and tell us whether you intend to continue or not.

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Start Up Instructions

This is a simple system used to control jobs. You will be able to control dozens, if not hundreds of jobs simultaneously with ease. There are two admin areas. The software has two locations: one for you (to administer tickets) and one for your workers (to work on tickets).

Step One: Enter your ticket administrators

1. Log into the system (see opening paragraph)

2. Click User Administration

3. Click Authorize A New User

4. Enter your employees. These are the people who will be controlling tickets (not working on the tickets). The work name should is usually their first name (no spaces).

5. Set their username and password and give it to each employee.

Step Two: Open Your First Ticket

1. Log in and click Open A Ticket

2. Fill in the Top Portion of the ticket

3. Click Add New Ticket

Note: This system was originally designed for laser printers. If you will want to customize the ticket for your operation do so as follows:

1. Click Settings

2. Scroll to the bottom of the page. Review the ticket legend. The items in yellow can be customized (set by you). The other items (not in yellow) are required items and cannot be changed.

3. Scroll back to the top of the page. Enter what you want your fieldnames to be. You can accept that default values or you can enter your own. When satisfied, press Update System Preferences.

4. Click Open a Ticket. Review the field names. To make modifications, click settings and repeat the process. You can change fieldnames any time. It will not affect the system or the data.

Step Three: Enter you Employees or Vendors To Work On Tickets

1. Click Add Vendor/Worker from the top menu.

These are the people that work ON the tickets. When a ticket is dispatched it is assigned within the system. The system sends the assignee an email. It is their job to log onto ticketing system and accept responsibility for ticket.

2. Fill this screen in, including the username and password. Note: Email is critical because the system sends automatic email notification when assigned to a ticket.

3. Enter all your vendors, subcontractors, employees, or technicians that actually work the tickets.

4. Give the vendors their usernames and passwords. Tell them to log in at this location to see the tickets dispatched to them. Vendors should go to their area to pickup their orders daily.

http://ticketingsystem.com/affiliate/

Step Four: Dispatch A Ticket To A Vendor

1. Click on Main Menu from the top menu.

2. Click New Tickets edit ball.

3. Click the blue Edit Ball of the ticket you wish to dispatch (assign).

4. Click the Assign Affiliate / Dispatch Ticket button

5. Lookup the vendor by clicking the lookup button

6. Select the vendor by click the blue Edit Ball.

7. Click Dispatch Ticket to this Affiliate

This action does the following:

a. Puts the ticket into Dispatch status.

b. Assigns the vendor to the ticket.

c. Places the ticket into the Vendors work area.

d. Sends the vendor email notification that a ticket has been dispatched to him.

e. Sends the system administrator an email the ticket has been dispatched.

Step Five: Dispatch: Putting A Ticket Into Work

Note: There is a separate admin area where your workers pick up their tickets. Workers can only see their tickets. They cannot see any other tickets. This is what to tell your ticket workers:

1. Go to ticketingsystem.com/affililate

2. Enter your username and password. Note: The vendor password is located in the vendor database.

3. Review the open tickets.

4. Click edit.

5. Work the ticket. Update the ticket as necessary. Click the Maintenance Performed tab. Explain what was done. Update the ticket.

6. Upon complete, status the ticket complete and click Update This Ticket.

The work is immediately reflected in the main system. Using this system you can manage your tickets through the production cycle. When the ticket is complete, archive the ticket.

That is an overview of the system. Using the options on the Main Menu you can track hundreds of tickets. Change the ticket status as you move it through the system. When a ticket is finished, archive it.

If you have questions call Internet Man, Inc. at 714-368-1500.