Ticket References

Summary

This article provides details and descriptions for Ticket References in EngageIP. Ticket references are links to any list-able object within EngageIP that can be assigned to a ticket. Any object that has a select list beside it can be linked to a ticket, for example invoices, packages, and transactions can all be set as a reference. Ticket References allow CSRs to directly link problem items to the support ticket.

Adding a Ticket Reference

This section shows how to selecting an Item to add as a Ticket Reference.

Any Item that has the Select List can be added as a ticket reference, you can select as single or multiple objects.

Once selected press the ticket button to bring up the next screen.

You can either select the number of an existing ticket or click the ADD button in the bottom right to open a new ticket with the references attached.

Note: When adding references to an existing ticket, it will show the ticket edit screen for that ticket, you do not need to save on this screen. The references are already attached to the ticket.

Ticket References shown on the Ticket.

Once a Ticket Reference has been added to a ticket, the Ticket Reference section will appear.

Note: If a ticket itself is to be marked as a ticket reference on another ticket, the reference then shows up on both tickets - they will be cross referenced at this point.

The ticket reference consists of three items.

The type of object linked, in this example, is a statement details object (transaction) clicking on this link will take you directly to the linked object.
The second field is the specific identifier. in this case the Transaction number.
the third field is a delete button which removes the reference from the ticket

Report: Ticket Reference

The Ticket Reference report displays each ticket reference as a line item, tickets may appear multiple times if they have multiple References.

The Primary purpose of this report is to track the number of tickets each of your items generate in the system. The count field at the right of the report lists how many times an object appears in the report (how many rows are grouped together in that single row and summed). In the following example we can remove all fields from the report via the view button except for the columns named: Reference, Value, and Count. This displays the ticket references by type and name and how many times they appear on tickets.

In the above screenshot we show that the userpackage named 'Monthly Package' has appeared as a reference to a ticket three times.