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Summary
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.).
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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
Ticketing System Overview
Assigning Tickets to EngageIP Users
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.
Ticket Groups, Types, Categories, Sub categories and Resolutions
Groups
Groups are sub organizations of users to which tickets can be assigned. For example, if you have a Support group, and you would like a support ticket to be in the support group pool so that all support personnel can see and process the ticket, you would assign it to the support category. In this case, you would not select an 'Assigned To' user. Groups are assigned by way of Role, for instance a role of 'Support' would be setup and the support dept staff would be assigned to that role. Any users with the role of Support would be emailed ticket updates and would see the ticket in their user ticket list.
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Ticket resolutions are configured under the Setup page / Ticket Categories.
Hiding Sensitive Information
If there is internal information that should be logged in the ticket but viewable only by internal staff there is an option to hide a comment from the 'related to' user. This is called 'Hide Comment From Related To' (which is enabled by default).
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Users with the proper role permissions who are not the 'related to' user in question can click on 'Hide from related to' or 'Unhide from related to' as needed to make the comment visible to the related to user/account.
Options for Emailing Involved Parties
There are check boxes on the tickets screen that toggle the email capability for emailing the user (related to), the admin (assigned to) and the category (or group of users). Checking any or all will copy an email on the update of the ticket to the respective users. This allows you to specifically email a party. Optionally, to email without actually updating the ticket, there is a button to just 'Email related to'. See the Situations in Which Admins or Customers Will Receive Ticket Notifications section below for info on who gets emailed and when.
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Note: the Email Group does not email users with the same roles on owners above a branded owner. |
Attaching Files
This allows you to upload and attach any sort of file, zip, exe, .jpg, etc. Any type of file may be uploaded and stays on the server and linked to from that ticket. You can also delete attachments as required. The attachment is linked to the ticket so that it follows the ticket to whomever the ticket is assigned. An icon beside the attachments provide the ability to delete while clicking on the link allows you to view or download the attachment. If the file is an image, it will display in the interface, otherwise it will prompt to download the file. The tickets list now has a column to detail which tickets have attachments on them.
Ticket History
The ticket history is always listed below the ticket in ascending chronological order (latest updates appear at the bottom of the screen). Within the history are the attachments associated with the detail in the ticket at time of upload.
Escalation Rules
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.
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Note: 'Due In' field keys off of 'Due Date' field on the ticket page |
Automated Email to Ticket Conversion
Automated email conversion allows the configuration of email servers and email accounts from which to draw emails from and convert them to tickets assigned to the appropriate categories. The system will login to for example support@support.com account, download the email, and convert that all to tickets in the system. Any email received will be assigned immediately to the ticket category and account listed in the configuration with the appropriate priority settings. Multiple email accounts can be configured and forwarded. For example, you may configure a general support email so that they would be forwarded to a general support pool. Another email account may be for a billing issue, it can be forwarded to a billing group of admins and so on. This logic is detailed in the Email To Ticket Functionality and configuration section.
Ticket Reports
The Ticket report consists of a list of tickets with ticket ID, subject, Owner name, account name, 'Assigned To' and all the categories and groups and identifiers that are involved with tickets. This report can be summarized and sorted based on the view configured to narrow the data in the report down to what you need to see, or print out.
Ticket Page
The tickets page in EngageIP will always be related to the user account you are on (the account you are currently on is shown in the bread crumb trail). If you are logged in as admin for example, looking at the tickets page on the admin account will show tickets assigned to admin, tickets in groups to which the 'admin' role is related and tickets created on the Admin account specifically (i.e. someone clicked the tickets page on the admin user and clicked Add to create a new ticket on that account).
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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
Within the ticket system is the functionality to forward emails to various contact points associated with the ticket. Admins for example will get updates on tickets they create and there are check box options to forward an email update to a customer for example when the ticket has been updated. The scenarios where emails are sent out are listed below.
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The user that creates a ticket (admin or customer) will always receive an update whether they update it, or the person who it is assigned to updates it
This will also occur for a customer who creates a ticket in a customer portal. They will receive an email on creation and for updates (the email the customer receives will not include hidden comments)
When 'Email Related To' is checked, the user on the account that the ticket is related to will receive an email of the ticket at the email address configured on the account contact page
The 'email related to' button simply emails the 'related to' user once without the person looking at the ticket having to add a comment and click save (hidden comments are not sent to 'related to' or 'related other' users)
When a user assigns a ticket to another user, the user to whom it has been assigned will receive a ticket update notification
When 'Email Assigned To' is checked, the user present in the assigned to field will receive an email (defaulted to on, hidden comments will be included)
When a ticket is assigned to a group, each member in the ticket group will receive an email notification of the ticket (hidden comments will be included) (this requires that 'Email Group' is checked)
If the admin user has clicked 'Watch This Ticket', they will see the ticket in their tickets page, they will also receive email notifications on ticket updates
When admin creates a ticket and assigns it to another user, admin will not receive an email, assigned to receives email
When ticket is updated by an admin user, 'assigned to' user is emailed, admin user is not emailed
When 'Assigned To' updates ticket, nobody is emailed (this assumes the 'assigned to' user doesn't change who the ticket is assigned to, for example, he leaves the ticket assigned to himself)
When a ticket is assigned to a group, nobody is emailed
When ticket is edited by member of the group, the admin user gets an email, if admin updates it, no members of the group get emailed
Emails sent to the customer will include the ticket number automatically
No tokens need to be used in this case. A general description telling the customer that a ticket has been opened will suffice. Links to logos and formatting are acceptable as well
Emails sent from EngageIP to users, admins or customers, will be sent to the email address on their contact type that is marked (from the setup page/contact types) as 'Email Contact'
Branded Owner Email for Ticket Groups Configuration
What can be done to support the emailing of groups with branded owners is to create 1 role on the branded owner (on each branded owner as needed) for each ticket group which needs to receive email. Next, add a 'placeholder' account with each of the associated roles on which exists the email/s you wish to have tickets send to when 'email group' is selected. This can be an alias (one address for several people configured on your mail server) or each email address added to the user as needed.
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Testing:
Test the configuration by going to a ticket on a branded owner, click email group, and ensure all recipients received an email related to that ticket (event log will confirm which email addresses were sent to)
Situations In Which Admins or Customers Will Receive Ticket Notifications
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The above configuration of 'Contact Types' on the setup page play a key role in who is emailed on ticket updates, and to which email those updates go. The two columns specifically are 'Email Contact' and 'Receive Tickets'
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a ticket was created and assigned to that users group (as assigned on role) and 'email group' was checked
Comments
Comments below the main ticket window represent the complete history of the ticket, they show which are hidden and which are not (hidden comments are hidden ONLY from the 'related to' user). In addition, after the fact of adding a comment you can delete or hide or unhide that comment. The options for that show PER comment as illustrated below.
Email Ticket Scenarios
Below you'll find a number of images demonstrating some common scenarios and combinations of contact check boxes.
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The comment is not hidden, the group is not emails (if a group was selected)
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Ticket Button Definitions
The above buttons will be generally available (depending on role permissions, and how the ticket was originally created) on the top of the ticket edit screen.
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Email Related To - this will quickly send out the content of the ticket to the related to email addresses without the need to enter another comment or do anything else on the ticket. Only the visible comments will be sent to the related to email addresses
Hide This Ticket - this will also show as 'Unhide this ticket' if ticket is already hidden. It allows you to switch the whole ticket from hidden to unhidden and back. Hidden means customer won't see this ticket in a customer portal. As well if hidden, it will remove the check box called 'email related to' to prevent you from accidentally emailing the 'related to' emails. NOTE: If the ticket was created by the end customer, the option to HIDE the ticket will not be available. To have a hidden ticket, you can create a ticket task or a new ticket accordingly
Workorder - clicking this allows you to assign this ticket to a workorder
Print - this opens a new browser or tab with a printer friendly version of the ticket for printing to a local or network printer
Email to Ticket Functionality and Configuration
EngageIP can be configured to check an email inbox and create tickets from incoming emails. Tickets can also be updated where the subject includes the existing ticket number in a specific format (i.e. 'Ticket #12345')
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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.
Ticket Creation/Updates Email Notifications
If the Subject Line Does not Contains a Ticket Number
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The 'Assigned To' user will receive an email with the ticket update details
If a User is specified (in the Incoming Email Account Setup) the specified user will receive an email regarding the email
Configuration
On the Setup page click Incoming E-mail Servers
Configure the account, categories, and other option defaults
Select a canned email from the list so that customers will receive an email notifying them that the ticket was created
Configure the forwarding address - this is the email that EngageIP will forward the email to if it cannot find a match for a customer in the database. Do not set this to the email address that you are checking otherwise an endless loop of emailing and checking will occur
To test, send an email to your 'support' address
Ensure that the Event Manger is running
Check the ticket to confirm that it was created / updated
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EngageIP looks for the following tags to determine where to cut off the email:
"wrote:"
"from:"
Incoming Email Account Setup:
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An email may look like the canned message below with a note that a ticket was created on the their behalf.
Example Canned Message Format:
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FallBack Configuration
In the event that a customer email does not exist in the system, normally the system will simply forward that incoming email to a designated fall back address, which is the 'Forward Identity Email Address' in the incoming mail server setup above. If you then want to generate a generic ticket from that email as a fallback measure, you need to setup a secondary incoming email server. The logic goes like this:
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The end goal is that if the system can't find a user, it forwards it to your secondary incoming mail server which then is able to associate and generate a ticket on a general support account you've setup.
Ticket Groups
Ticket groups allow the pooling of tickets within groups that can be seen by multiple admin users. If a ticket is created with a group assigned, all members of the group will see the ticket in their lists. If 'assigned to' is left blank, that will be a flag to admin users that a ticket has not been assigned and anyone that sees it in their ticket list can pick it up, assign it to themselves and work on it.
If a ticket group is configured on the 'Email To Ticket' configuration page, group members do NOT get an email when a new ticket comes in, it is only assigned to that group and would show in their ticket list.
Configuration Items
Admin users are assigned to groups by way of Role. Click on Ticket Groups on the setup page, then click on an specific group you created and you'll see a series of check boxes below pertaining to roles. 1 or more roles can be attached, those are the roles (and users within which) will see the ticket in their ticket list.
Functionality
When ticket groups are setup, any user logging in with a role attached to the ticket group, will on their ticket lists, see tickets related to that group. If you're working on a ticket and you wish to email all members of a group, you can click 'Email Group', it will send an email to all users within the roles that are attached to the ticket groups.
Ticket Watching
As an admin user that has not created the ticket, you have the option to 'Watch This Ticket' (a button along the top of an existing ticket). This allows you to keep track of the ticket.
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See this ticket in your list until you click 'Stop watching this ticket'
Receive emails whenever the ticket is updated
Ticket Import of Base Configuration
The below xml will import a base set of preconfigured categories and sub categories which can be tweaked for use as needed
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<ticketcategorysubcategories> <ticketcategorysubcategory name="Excessive Traffic Warning" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Account Services"/> <ticketcategorysubcategory name="General Inquiry" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Account Services"/> <ticketcategorysubcategory name="Information Request" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Account Services"/> <ticketcategorysubcategory name="Referral Notes" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Account Services"/> <ticketcategorysubcategory name="Service Plan Modification" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Account Services"/> <ticketcategorysubcategory name="Account Suspension" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Accounting"/> <ticketcategorysubcategory name="Adding Charges" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Accounting"/> <ticketcategorysubcategory name="Adding Credits" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Accounting"/> <ticketcategorysubcategory name="Billing Information Verification" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Accounting"/> <ticketcategorysubcategory name="Customer Complaint" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Courtesy and Quality"/> <ticketcategorysubcategory name="Follow up" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Courtesy and Quality"/> <ticketcategorysubcategory name="Quality Control Call" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Courtesy and Quality"/> <ticketcategorysubcategory name="Bad Debt" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Disconnect"/> <ticketcategorysubcategory name="Churn" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Disconnect"/> <ticketcategorysubcategory name="Competitive Loss" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Disconnect"/> <ticketcategorysubcategory name="Contract Transfer" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Disconnect"/> <ticketcategorysubcategory name="Out of service Area" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Disconnect"/> <ticketcategorysubcategory name="Defective Router" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Helpdesk"/> <ticketcategorysubcategory name="Email Support" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Helpdesk"/> <ticketcategorysubcategory name="Equipment Configuration" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Helpdesk"/> <ticketcategorysubcategory name="Interference Issues" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Helpdesk"/> <ticketcategorysubcategory name="New Router Setup" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Helpdesk"/> <ticketcategorysubcategory name="Power Supply Issue" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Helpdesk"/> <ticketcategorysubcategory name="Radio Issue" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Helpdesk"/> <ticketcategorysubcategory name="Router Factory Reset" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Helpdesk"/> <ticketcategorysubcategory name="Router Issue" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Helpdesk"/> <ticketcategorysubcategory name="Signal Issue" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Helpdesk"/> <ticketcategorysubcategory name="Slow Internet" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Helpdesk"/> <ticketcategorysubcategory name="Temporary Upgrade" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Helpdesk"/> <ticketcategorysubcategory name="Their Issue" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Helpdesk"/> <ticketcategorysubcategory name="Tower Issue" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Helpdesk"/> <ticketcategorysubcategory name="Incomplete" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Installation"/> <ticketcategorysubcategory name="Requested" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Installation"/> <ticketcategorysubcategory name="Successful" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Installation"/> <ticketcategorysubcategory name="Unsuccessful" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Installation"/> <ticketcategorysubcategory name="Follow Up" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Service Call"/> <ticketcategorysubcategory name="Incomplete" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Service Call"/> <ticketcategorysubcategory name="Maintenance" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Service Call"/> <ticketcategorysubcategory name="Relocate" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Service Call"/> <ticketcategorysubcategory name="Repaired" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Service Call"/> <ticketcategorysubcategory name="Requested" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Service Call"/> <ticketcategorysubcategory name="Tower Issue" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Service Call"/> <ticketcategorysubcategory name="Upgrade" ticketcategory="/Owner=Logisense Corporation/TicketCategory=Service Call"/> </ticketcategorysubcategories> |
Troubleshooting
Emails Are Not Being Sent
Ensure the 'EngageIP Event Manager' service is running on the server, the Event Manager Service handles the following functions:
Sends emails related to this functionality or other system emails
Executes ticket escalation functions
Executes workflows on timers
Check the top level owner event log for errors, branded owners may not have full detail in their event log when troubleshooting email errors
Inbound Emails Do Not Update the Ticket
Make sure the subject contains the matching ticket number somewhere in them subject line in the proper format (i.e. "Ticket #xxxxxx" where xxxxxx is the ticket number). If EngageIP sees this string, it will append the email to the ticket with that number
Review the functionality and configuration sections outlined in the Email to Ticket Functionality and Configuration section to ensure the configuration is in order and the inbound email address meets the proper criteria