I have two main types of tickets in my business:
- general support questions about the product / application
- receipt of media files to be uploaded to a customer's site
I have a custom ticket type labeled TYPE that allows me to separate and report on Support tickets and Media tickets.
Support tickets are what normal help desks have. :)
Media tickets have a special "inventory-like" workflow. We log receipt of that piece, then it goes to someone who figures out what's on it, then it goes to someone who uploads it, and then it gets filed.
When I report on this, I'm not really concerned about the actual qty of discs or photos that came in - although we do have a field for that for QA. My ticket count serves as my "piece count" when it comes to how much work we do.
This works great when it's a one touch solve.
Sometimes a media ticket has an issue. Something is missing from a disc, etc. The customer will email and that goes directly onto that media ticket. I'm conflicted on this bit. Now we're doing some level of support on that ticket - and that's a different person usually than the media ticket person.
Although i really don't want to open a totally new ticket, this is a gray area for me in order to report what we are doing with support.
I have my "close" set at 30 days because we update tags and other things on tickets after they are solved...and I just am not able to get to them immediately, but I could push to do these Media tickets more quickly. Is there any way to restrict a customer so that they can NOT reopen a ticket other than closing it sooner?
How has anyone else handled this situation? I'm a tag user and not afraid of triggers and automations, so if you have suggestions there, please elaborate!
Or, if you can provide suggestions on how to maybe split that ticket. I probably could run a tag that makes it a "dual" and then report on that...or even create a new ticket type to flip it to, but that's additional work to make sure it does get flipped if there is After Upload work to be done on it.
Who else is running a support desk that has a similar type configuration?
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