Knowledge

Business flow to create a Ticket:

General screen -> Prefix Settings screen -> Email Template screen -> SLAs Menu -> KPIs Menu -> Work Flows Menu -> Categories Menu -> Tickets Menu 

  Ø The Tickets screen is used to create and manage customer tickets. The data will be displayed at the Ticket screen of the Admin and the customer.

  Ø  Customers can also create Tickets at the Ticket screen in their Portal.

  Ø When the system scanned Mails and automatically generates tickets, the data will also be stored at the  ticket screen.

  Ø Time Spent (Hours) will  display the time  used to resolve  the ticket (Close time – ticket creation time)

1. Create Ticket

- Step 1: Select the  Tickets screen > Select the  Add   function  present in the screen

- Step 2: The system  will display   the Add Ticket -> Enter the necessary data -> Then click Save to save the operation or select Close to close the screen and cancel the operation just performed

*Explanation:

   o   The Code field will display the code of the corresponding Ticket. The data at this field is taken from the settings at the Prefix Settings screen

   o   The Date Created field is used to select the time to create the ticket, which will be used to calculate the time that the ticket handler takes  

   o   The Customer name field is used to select  the customer's  name in relation  to the ticket. This field data comes from the Customers screen

   o    Invoice field used to select invoices related to selected customers

   o   The Product / Service Name field is used to select the product or service that  the customer has purchased. The data will show the products and services included in the selected customer's invoice

   o    The Ticket Type field has 3 options: Alert, Order and Problem to distinguish which customer's ticket is of any type.

   o    The Issue Summary  field is used to  enter the subject of the customer's problem to be dealt with

  o   The Category name field is used to select the relevant category. From there, get Department, WorkFlow, SLAs data (because Category has Workflow, Ticket will also use Workflow application  Category). This field data is taken from the Categories screen 

   o   The Department field is used to select the department that handles the generated tickets. This field data is taken from the Org chart screen of the HR Records module.

   o    The Assigned To field is used to select the agent  in charge  of handling the ticket. This field's data is taken from the HR Records screen

   o   Intermal Note field used to enter ticket content information

2. View Ticket

- Step 1:  Select the Tickets screen > Select the View function corresponding to the data to view information

- Step 2: The system will display  a screen containing the  corresponding information  of the selected ticket

*Explanation

   o    The Device Name field is the  product name taken from the invoice

  o   Due Date field: the system will display the expiration time of the ticket. Calculated based on the ticket creation time and the time in the selected SLA. For example, tickets are created on Friday at 5 o'clock but the company works up to 6 hours, and the SLA assumes that within 2 hours, the ticket processing deadline will be calculated at 9 am on the 2nd day.

   o   The First Reply Time field will display the time to send the first response to the customer (Ticket Action -> Post Internal Note)

   o      The Last Update Time  field will display the time of the last ticket  update

   o   The Last Response Time field will show the last time the customer responded

   o   The Resolution field will display a solution to this problem (Ticket Action -> Post Internal Note -> check Set Reply as Solution)

   o     The Stages tab will display a list of Stages included in the Work Flow of the Category selected when creating the ticket

   o   The Ticket Workflow tab displays the Work Flow of the selected Category 

   o   Tab Ticket Actions

·     Post Reply tab used to send  feedback to ticket  handlers

§  Close on Reply if checked, the system will automatically change the status of the Ticket to Close (the following activities can still be done normally)

§  Set Reply as Resolution if checked, the answer sent to the customer is viewed as Resolution and displayed in the Resolution field on the screen

·    The Post Internal Note tab is for customer feedback. Customers will also see this feedback

§  Ticket Status if selected, the system will change the status of the ticket according to the selected data

§  Set Reply as Resolution: if checked, the answer sent to the customer is treated as Resolution and displayed in the Resolution field on the screen

·        Dept Transfer tab used to change ticket processing department information

·        Assign Ticket tab used to change ticket handler information

   o   Ticket History will display historical data related to the workflow performed, changes in the Post Reply, Post Internal Note, Dept Transfer, Assign Ticket tab screen

o       Customer Related Information together to  display  all customer-related information   such as: invoice, contract, warranty, service  ,...  .