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This article outlines the basic functionality and options associated with the EngageIP ticketing system. Tickets include various options that allow you to categorize, prioritize, track issues and tasks relevant to your organization, it is also possible to configure actions to fire when tickets are updated, or to create tickets when events occur within EngageIP (creating an account, adding a package, canceling an account, etc.).
You can configure EngageIP to generate tickets automatically if desired, inbound emails to a particular address e.g. support@yourorg.com can trigger the creation of new tickets or update existing tickets. Email updates when tickets are modified are also sent, these emails can be directed to the customer or only to your internal staff based on how you configure email notifications on the ticket and/or who the ticket is assigned to.
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Ticket Transactions - creates transactions for services rendered which are added to the account on ticket closure
Ticket Tasks - allows creation of sub tickets so that all tasks or 'sub tickets' are required to be completed before the main ticket can be closed or considered complete
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A user's role in EngageIP defines whether or not the user is 'ticket assignable'. If a user is not configured as ticket assignable they will not be listed in the 'assigned to' field on the ticket edit/ add screen.
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Ticket types are configured on the Setup tab and can be configured with a 'Sort Order' so that the types you create are listed in a particular order within the 'Ticket Types' drop down list on tickets. You can set a single ticket type with a sort order of zero (0), in order to make it populated by default in the Ticket Type field on tickets.
Ticket transitions can also be added to ticket types in order to define the statuses a ticket can transition to as well as who is assigned the ticket when it is changed to a particular status. For example a ticket type of 'New Service Order' could exist with transitions configured, the transitions may permit the ticket type go from Open status, to Provisioned status, to Scheduled, to Installed, to Active and finally to a Completed/Billed status. The group (department/team) assigned to the ticket can automatically change based on your transition configuration as well, for instance the New Service Order ticket is created by Sales, then as the status of the ticket changes it gets assigned to Provisioning, Scheduling, Integrations and finally Billing.
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These are rules that can be applied to tickets based on ticket priority, or length of time open etc. which will escalate or send a ticket to another user account. This ensures that action is taken if a ticket has not been resolved. Escalation can be based on a single priority or a combination of priority, time open, role and such. Any ticket matching said criteria will be moved in EngageIP to the configured priority and category so that someone else has the chance to review it and update or move it as required. There is an option on ticket escalations to show or hide the log of the escalation rule running. For example, when a ticket is escalated, the logic for the rule adds a comment to the ticket showing what it did, escalate it or change assigned to for example, this is the comment that you can toggle on and off in terms of what the customer sees in a customer portal or in emails. For configuration instructions see the Setting up Ticket Escalation Rules article.
Note: 'Due In' field keys off of 'Due Date' field on the ticket screen
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Note: if you know the ticket number but do not know to whom it is assigned or on what account it was created, you can quickly pull it up with the search box function. Enter the pound sign followed by the ticket ID. ex: #12345 . Doing so will load the ticket up right away for access. You can then update it, or reassign as necessary. More information on EngageIP search options can be found in the Searching in EngageIP article
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Ticket Emailing Capabilities
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If both a ticket number is NOT present in the email subject line and the senders email is NOT found in EngageIP, then the email will be directed to a fall back email address to notify people in your organization of an incoming support request that EngageIP could not process. See the 'FallBack Configuration' section below for more information.
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