Managing Account Related Tickets

Summary

This article details and describes the use of tickets in relation to customer service or for the purpose of tracking support issues.

Ticket Definition

A ticket is a detailed description of an account's feedback, problem, or question. Your organization can use tickets to track and solve your customers' issues. You can create and manage  tickets on the Tickets page of the EngageIP AdminPortal.

The Tickets page displays a list of tickets for the current account and their details (status, priority, who the ticket is assigned to, etc.). You can sort and filter tickets using standard and custom list views. Tickets can be added, viewed and edited from this screen.

Each account's main overview page includes a list of tickets associate with the account at the bottom of the page. From here you can quickly view, edit or add new tickets.

Some of the fields or options outlined within this section may not be visible or editable depending on your page layout and field-level role permission settings.

Creating Tickets

Tickets can be created for accounts from either the Tickets or the Overview page.

Required fields include RED field label names. Validation is also applied to these fields. If the label remains red the value entered is not valid and the form will not be saved. All other fields are optional (black label field names) and may be left blank.

Creating a New Ticket

1. Use the Search text box field to find an individual's account

2. Click Add under the Tickets list view on the overview screen; or click the Tickets page and then Add under the list

3. Enter the information for the ticket as outlined below:

   • Title - brief description of customer's issue, for example, "Printing Gives Error on Internet Explorer."

   • Assigned To - Select the individual this ticket is assigned to. If no value is selected this field will default to the account under which the ticket was created

   • Ticket Group - this value is populated from the Ticket Groups list allowing every individual within that group to view the ticket before it is assigned to a specific person in the Assigned To field

   • Status - status of the ticket. Entry is selected from a pick list of available values Open, the initial status of a ticket. Closed, once all tasks within a ticket have been resolved. Resolved, once a task issue has been rectified

   • Category - pre-populated from the Category list view. This is the category assigned to the ticket

   • Priority - urgency of ticket. Entry is selected from a pick list of available values, which are set by an administrator

   • Due Date - the date the ticket is to be either closed or resolved by

   • Hide Ticket - this value is checked by default. When checked the ticket will not be displayed on an external web portal
     Note: When a ticket is hidden, the 'Email Related To' button at the top and the same check box further below will disappear. If you un-hide a ticket, these options will reappear

   • Email Assigned To - if checked, the ticket will be emailed to the account owner when the ticket is created or modified and after clicking the Save button

   • Email Group - if selected, everyone within the ticket group specified above will be emailed when the ticket is Saved

   • Email Related To - if selected, a copy of the ticket is sent to the Related To without having to make modification or clicking the SAVE button. This will email the addresses in 'Related Other' text box as well

   • Related Other - this provides a field where you can add 1 or more extra email addresses that are not setup on the customer as contacts. This serves as a 'one off' email option

   • Contact - this is a list to select which contacts you would like to email. If there are more then one contact on a user account, you can move contacts from the available side over to the selected side. Available means that those are the contacts on the account not being used. Selected is the list of contacts that will be emailed if Email Related To is checked (along with any Related Other addresses if populated)

   • Comment - field describing the issue

   • Attachment - option to upload a file associated with the ticket. For example a screenshot of an error message

4. Click Save to save the ticket; or click Save/New to save the ticket and create another

Once the ticket has been successfully created you will be redirected to the ticket list where a success notice, including the ticket number, will be displayed.

Assigning Tickets

When you create a ticket from either the account's overview screen or the Tickets page, you are automatically listed as the current owner until it is assigned elsewhere.

Tickets can be assigned when they are created or after the fact. Once a ticket is assigned it can be reassigned over and over again to any individual within the pick list until the issue is resolved or closed.

Open

To Assign Tickets:

1. Either view a ticket or start the process of creating a new one

2. Select the account to assign the ticket to from the Account pick list

3. Click Save to save the ticket; or Save/New to save the ticket and create another

Editing Tickets

Once you have located a ticket on the tickets home or account overview page, click the Ticket ID from the list view to display the details. The view/edit screen is split into two sections; the top are the ticket details; the bottom the ticket history is a track record of what actions have been taken, by who, and when.

To Edit a Ticket:

1. Click on the Ticket ID from the ticket list

2. Modify the information for the ticket as outlined below:

   • Title - brief description of customer's issue, for example, "Printing Gives Error on Internet Explorer."

   • Assigned To - select the individual this ticket is assigned to. If no value is selected this field will default to the account under which the ticket was created

   • Ticket Group - this value is populated from the Ticket Groups list allowing every individual within that group to view the ticket before it is assigned to a specific person in the Assigned To field

   • Status - status of the ticket. Entry is selected from a pick list of available values Open, the initial status of a ticket. Closed, once all tasks within a ticket have been resolved. Resolved, once a task issue has been rectified

   • Category - pre-populated from the Category list view. This is the category assigned to the ticket

   • Priority - urgency of ticket. Entry is selected from a pick list of available values, which are set by an administrator

   • Due Date - the date the ticket is to be either closed or resolved by

   • Hide Ticket - this value is checked by default. When checked the ticket will not be displayed on an external web portal

   • Email Assigned To - if checked, the ticket will be emailed to the account owner when the ticket is created or modified and after clicking the SAVE button

   • Email Group - if selected, everyone within the ticket group specified above will be emailed when the ticket is Saved

   • Email Related To - if selected, a copy of the ticket is sent to the Related To without having to make modification or clicking the SAVE button

   • Comment - field describing the issue

   • Attachment - option to upload a file associated with the ticket. For example a screenshot of an error message

3. Click Save to save the ticket

Resolving and Closing Tickets

To Resolve a Ticket:

1. View the ticket by clicking on the Ticket ID from the list view

2. Select the Resolved option from the Status pick list

3. Click Save to save the ticket

To Close a Ticket:

1. View the ticket by clicking on the Ticket ID from the list view

2. Select the Closed option from the Status pick list

3. Click Save to save the ticket

The Ticket Report

Columns

• Ticket - the Ticket Number

• Title - the Title or brief synopsis of the Ticket

• Owner - this reflects which customer/user the ticket was opened for

• Related To User - this field can be the same as the Assigned To field or have any other User within it that the ticket would be related to or involved with

• Related To Parent User - this field can be the same as the Assigned To field or have any other User within it that the ticket would be related to or involved with

• Assigned To User - when the ticket was opened, it was assigned to a specific User

• Opened By User - this will show the individual or user who opened the ticket

• Ticket Status - the Status of a ticket can be as simple as "Open" or "Closed" but you can have several other Status' such as Work in Progress or Pending Customer Reply.  You can then group these Status' into general Ticket Status Types ( see below )

• Ticket Category - the category associated with the ticket

• Ticket category Subcategory - based on what Category is selected will determine the subcategory of the ticket.

• Ticket Priority - the Priority or Urgency of the Ticket

• Ticket Type - the Type of Ticket can be one of several pre-configured Types, such as Sales, Development or Technical Support.

• Ticket Resolution - this can be an extra field that represents if the ticket is resolved, unresolved etc..

• Contact Method -there can be several Contact Methods, such as Email, Incoming Call, Livechat or Internal

• Created Date - the Date that represents when the ticket was created.

• Due Date - the Date set to represent when resolution will be complete

• Closed Date - the Date that represents when the ticket was closed

• Ticket Status Type - this represents what active Status or Grouped Status the Ticket is in.  You could have a Ticket Status of "Pending Customer Response" which would fall under TIcket Status Type of "Open"

• User Status - is the User related to the ticket still active

• Ticket Group - this field represents what group or department can see the ticket, for example Outside Sales, or Technical Support

• Estimated Time - a projected timeframe to resolve the ticket

• Time Spent - the actual time spent resolving the ticket

• Duration - this value continues to increment and is based on the last update to the ticket regardless of the status

• Duration Time - the Amount of time the ticket has existed in the system, regardless of Status

• Last Update - the Last recorded change/update to the ticket

• Version - this can be a custom version or specific location

• TargetVersion - for development purposes usually, a new feature or system that will be implemented in an upcoming version

• FoundInVersion - in what version of EngageIP does the issue of the ticket exist

• Severity - the Severity is usually categorized by a numerical value, for example a Severity of "1" would mean total system/network failure

• Tag - this can represent anything that that better explains the ticket, for example if the issue is in Internet Explorer 10, you could put IE10 in the Tag

• Value -  this field can be used to reflect upcoming upgrades or revenue projections

• Dollar Amount - a dollar value that can reflect parts and labour as examples

• Impact - this can reflect the Impact level on a User Experience, you could have a high priority ticket that the user is completely unaware of

• Count - numerical value of similar or exact tickets