Service tickets are generated when customers or user requests a service. The requests may be made through a phone call, an email message, by accessing a link, or on personal basis. On receiving a service request, a service ticket system is used to first access the customer database to confirm the information supplied by the customer.If the request is about an existing ticket, you need to just search the ticket history of the customer.If the request is completely new, a new ticket can be created and its details entered with customer inputs and description of the problem. When the ticket is saved, email messages ‘are sent to notify customers and the service desk.
When the problem associated with the ticket is resolved completely, the status of the ticket is changed to Closed. Certain ticket systems allow cloning of tickets so that the time required to open tickets addressing the same problem or customer is saved. Tickets should be closed only after customer agrees that the problem has been solved completely.
When a ticket is closed, an email message may be sent along with an optional survey form to the customer.Certain integrated service ticket systems provide several admin functions to create a communication channel between administrators and customers.Using a client console, administrators can view and monitor all updates made to a service ticket.Every time there is an update to a service ticket, the administrator and the customerarenotifiedabouoit.
The view tickets admin function of a system such as Ticket Centre can be used to display pending service request tickets. The system typically displays details such as the name of the creator of the ticket, the area of service, the description of the ticket, the identified priority level, the time when the ticket was saved, and if the ticket is on hold.Most systems allow tickets to be sorted in the ascending or descending order of their name, time, priority or domain.
Instead of a list of tickets, you may also view the details of each ticket in a screen. A ticket that you view in this way will display the till-date information and comments posted by other service operators or technicians on the ticket.You can use this screen to make additions and changes to the ticket such as changing its hold status, adding comments, or changing to resolved status.The changes may be updated to the system or cancelled on the click of a button.
The view history function of a service ticket system can be used to display customers? resolved service tickets. The system displays the same details as the view tickets function. This function may provide the additional feature of search against name, domain or email address of resolved service tickets. Advanced systems allow quick search with the use of wildcards.
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