Tickets FAQ - Revision history

Dina at 13:51, 8 July 2020

2020-07-08T13:51:40Z

← Older revision		Revision as of 13:51, 8 July 2020
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	===Can my customers log new tickets in the system?===		===Can my customers log new tickets in the system?===
	When the ~~CommitCRM~~ Web Interface for Customers is in use, your customers can login to ~~CommitCRM~~ remotely using a web browser and can view data that is relevant to them. This includes open Tickets, closed Tickets and scheduled technician visits. Customers can also add new Tickets.		When the RangerMSP Web Interface for Customers is in use, your customers can login to RangerMSP remotely using a web browser and can view data that is relevant to them. This includes open Tickets, closed Tickets and scheduled technician visits. Customers can also add new Tickets.

	See more ways to let your customers create Tickets in [[KB:_Keeping_Your_Customers_In_Touch_With_You\|Keeping Your Customers In Touch With You]].		See more ways to let your customers create Tickets in [[KB:_Keeping_Your_Customers_In_Touch_With_You\|Keeping Your Customers In Touch With You]].

	===Can my customers receive email alerts when a new Ticket is created and when a Ticket is Closed?===		===Can my customers receive email alerts when a new Ticket is created and when a Ticket is Closed?===
	Yes, when using [[Alerts Server\|~~CommitCRM~~ Alerts Server]] customers can receive automatic email alerts for new Tickets and when Tickets are closed. See more details in [[Alerts to Customers]].		Yes, when using [[Alerts Server\|RangerMSP Alerts Server]] customers can receive automatic email alerts for new Tickets and when Tickets are closed. See more details in [[Alerts to Customers]].

	===Can I modify the ticket status descriptions to ones more relevant to us?===		===Can I modify the ticket status descriptions to ones more relevant to us?===
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	Internal notes can also be added at the Contract level (in the Contracts window >Details tab). These notes will be displayed along with the Account internal notes when a new ticket is being created that is assigned to a particular contract.		Internal notes can also be added at the Contract level (in the Contracts window >Details tab). These notes will be displayed along with the Account internal notes when a new ticket is being created that is assigned to a particular contract.

	Internal notes are also visible when using the ~~CommitCRM~~ Web Interface for Employees.<br>When creating a new Ticket, click on -/+ near the Account and/or Contract name and the notes will be displayed.		Internal notes are also visible when using the RangerMSP Web Interface for Employees.<br>When creating a new Ticket, click on -/+ near the Account and/or Contract name and the notes will be displayed.

	Please note that the service 'Description' field is visible to both employees and customers, while service 'Internal Note' is visible only to employees.		Please note that the service 'Description' field is visible to both employees and customers, while service 'Internal Note' is visible only to employees.

Robert at 14:05, 29 August 2013

2013-08-29T14:05:20Z

← Older revision		Revision as of 14:05, 29 August 2013
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	===Can my customers log new tickets in the system?===		===Can my customers log new tickets in the system?===
	When the ~~Commit~~ Web Interface for Customers is in use, your customers can login to CommitCRM remotely using a web browser and can view data that is relevant to them. This includes open Tickets, closed Tickets and scheduled technician visits. Customers can also add new Tickets.		When the CommitCRM Web Interface for Customers is in use, your customers can login to CommitCRM remotely using a web browser and can view data that is relevant to them. This includes open Tickets, closed Tickets and scheduled technician visits. Customers can also add new Tickets.

	See more ways to let your customers create Tickets in [[KB:_Keeping_Your_Customers_In_Touch_With_You\|Keeping Your Customers In Touch With You]].		See more ways to let your customers create Tickets in [[KB:_Keeping_Your_Customers_In_Touch_With_You\|Keeping Your Customers In Touch With You]].

	===Can my customers receive email alerts when a new Ticket is created and when a Ticket is Closed?===		===Can my customers receive email alerts when a new Ticket is created and when a Ticket is Closed?===
	Yes, when using [[Alerts Server\|~~Commit~~ Alerts Server]] customers can receive automatic email alerts for new Tickets and when Tickets are closed. See more details in [[Alerts to Customers]].		Yes, when using [[Alerts Server\|CommitCRM Alerts Server]] customers can receive automatic email alerts for new Tickets and when Tickets are closed. See more details in [[Alerts to Customers]].

	===Can I modify the ticket status descriptions to ones more relevant to us?===		===Can I modify the ticket status descriptions to ones more relevant to us?===
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	Internal notes can also be added at the Contract level (in the Contracts window >Details tab). These notes will be displayed along with the Account internal notes when a new ticket is being created that is assigned to a particular contract.		Internal notes can also be added at the Contract level (in the Contracts window >Details tab). These notes will be displayed along with the Account internal notes when a new ticket is being created that is assigned to a particular contract.

	Internal notes are also visible when using the ~~Commit~~ Web Interface for Employees.<br>When creating a new Ticket, click on -/+ near the Account and/or Contract name and the notes will be displayed.		Internal notes are also visible when using the CommitCRM Web Interface for Employees.<br>When creating a new Ticket, click on -/+ near the Account and/or Contract name and the notes will be displayed.

	Please note that the service 'Description' field is visible to both employees and customers, while service 'Internal Note' is visible only to employees.		Please note that the service 'Description' field is visible to both employees and customers, while service 'Internal Note' is visible only to employees.

Sheli: /* What is Ticket Status used for? */

2012-04-11T11:47:11Z

What is Ticket Status used for?

← Older revision		Revision as of 11:47, 11 April 2012
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	The Ticket Status field allows you to check whether a ticket has just been opened, whether it was scheduled with a technician, whether it is awaiting information from a customer, or whether it was resolved and closed. The predefined statuses represent a typical work-flow, including awaiting in-house and on-site service, sending a device to an external laboratory or having the Ticket in Hold due to issues with the customer. You can also add history notes to document the exact steps taken with this Ticket.		The Ticket Status field allows you to check whether a ticket has just been opened, whether it was scheduled with a technician, whether it is awaiting information from a customer, or whether it was resolved and closed. The predefined statuses represent a typical work-flow, including awaiting in-house and on-site service, sending a device to an external laboratory or having the Ticket in Hold due to issues with the customer. You can also add history notes to document the exact steps taken with this Ticket.

	The system comes with the following predefined statuses:		The system comes with the following predefined statuses:<br>
	Open:		Open:
	* New		* New

Sheli: /* What is Ticket Status used for? */

2012-04-11T11:46:41Z

What is Ticket Status used for?

← Older revision		Revision as of 11:46, 11 April 2012
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	* New		* New
	* Pending		* Pending
	* Scheduled		* Scheduled (automatically set when dispatching a Ticket)
	* In-House Service		* In-House Service
	* On-Site Service		* On-Site Service
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	* Cancelled		* Cancelled
	* Completed		* Completed

			Note that the Scheduled status is a special status because the application automatically sets a Ticket as Scheduled when Dispatching the Ticket via the Dispatcher. See more details in [[Tickets#Dispatch_the_Ticket\|Dispatching a Ticket]].

	Each status can be renamed if you want to better fit the Status name to your work-flow. To rename the statuses, go to Tools > Options > Tickets (Admin) > Click '''Customize Status Values'''.		Each status can be renamed if you want to better fit the Status name to your work-flow. To rename the statuses, go to Tools > Options > Tickets (Admin) > Click '''Customize Status Values'''.


	===Can my customers log new tickets in the system?===		===Can my customers log new tickets in the system?===

Sheli at 11:42, 11 April 2012

2012-04-11T11:42:12Z

← Older revision		Revision as of 11:42, 11 April 2012
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	===What is Ticket Status used for?===		===What is Ticket Status used for?===
	The Ticket Status field allows you to check whether a ticket has just been opened, whether it was scheduled with a technician, whether it is awaiting information from a customer, or whether it was resolved and closed.		The Ticket Status field allows you to check whether a ticket has just been opened, whether it was scheduled with a technician, whether it is awaiting information from a customer, or whether it was resolved and closed. The predefined statuses represent a typical work-flow, including awaiting in-house and on-site service, sending a device to an external laboratory or having the Ticket in Hold due to issues with the customer. You can also add history notes to document the exact steps taken with this Ticket.

			The system comes with the following predefined statuses:
			Open:
			* New
			* Pending
			* Scheduled
			* In-House Service
			* On-Site Service
			* Laboratory Service
			* Hold
			* Other
			Closed:
			* Cancelled
			* Completed

			Each status can be renamed if you want to better fit the Status name to your work-flow. To rename the statuses, go to Tools > Options > Tickets (Admin) > Click '''Customize Status Values'''.

Sheli: /* Can my customers log new tickets in the system? */

2010-05-31T07:34:14Z

Can my customers log new tickets in the system?

← Older revision		Revision as of 07:34, 31 May 2010
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	===Can my customers log new tickets in the system?===		===Can my customers log new tickets in the system?===
	When the Commit Web Interface for Customers is in use, your customers can login to CommitCRM remotely using a web browser and can view data that is relevant to them. This includes open Tickets, closed Tickets and scheduled technician visits. Customers can also add new Tickets.		When the Commit Web Interface for Customers is in use, your customers can login to CommitCRM remotely using a web browser and can view data that is relevant to them. This includes open Tickets, closed Tickets and scheduled technician visits. Customers can also add new Tickets.

			See more ways to let your customers create Tickets in [[KB:_Keeping_Your_Customers_In_Touch_With_You\|Keeping Your Customers In Touch With You]].

	===Can my customers receive email alerts when a new Ticket is created and when a Ticket is Closed?===		===Can my customers receive email alerts when a new Ticket is created and when a Ticket is Closed?===

Sheli at 14:58, 28 May 2010

2010-05-28T14:58:32Z

← Older revision		Revision as of 14:58, 28 May 2010
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	===Can I modify the ticket status descriptions to ones more relevant to us?===		===Can I modify the ticket status descriptions to ones more relevant to us?===
	To ~~modify~~ the ~~status descriptions go~~ to Tools > Options > Tickets tab > Customize Status Values. ~~Right~~-~~click on~~ the Status field and from the menu select '''Customize Status Values'''.		The Ticket Status name can be changed to fit various workflows.
			To rename the Ticket Status:
			* Go to Tools > Options > Tickets (Admin) tab and click ''Customize Status Values''.
			* Another way to rename the values is by right-clicking the Status field in the Ticket window, and from the pop-up menu select ''Customize Status Values''.


	<u>Note:</u> This should be done by a user with administrator privileges.		<u>Note:</u> This should be done by a user with administrator privileges.
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	===Can I print the tickets details from the main Tickets window?===		===Can I print the tickets details from the main Tickets window?===
	In the Ticket window ~~you can use~~ the ~~print button~~ in the toolbar to print ~~a Ticket's details~~. ~~You can~~ change the default ~~format of the printed~~ report ~~by going~~ to Tools > Options > Tickets and ~~under~~ Default Detailed Report select another report format.		In the Ticket window, click the Print icon in the toolbar. This will print the default report defined for Tickets. To change the default report, go to Tools > Options > Tickets (Admin) and in Default Detailed Report select another report format

			Alternatively, click the arrow next to the Print icon in the toolbar and select the report you wish to print.

	You can also customize a ticket report by designing one that suits your needs.<br>For more information, see [[Report Customization]].		You can also customize a ticket report by designing one that suits your needs.<br>For more information, see [[Report Customization]].

Sheli: /* Advanced Use */

2010-05-20T19:03:52Z

Advanced Use

← Older revision		Revision as of 19:03, 20 May 2010
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	===Advanced Use===		===Advanced Use===
	*[[#Can my customers log new tickets in the system?\|Can my customers log new tickets in the system?]]		*[[#Can my customers log new tickets in the system?\|Can my customers log new tickets in the system?]]
	*[[Can my customers receive email alerts when a new Ticket is created and when a Ticket is Closed?]]		*[[#Can my customers receive email alerts when a new Ticket is created and when a Ticket is Closed?\|Can my customers receive email alerts when a new Ticket is created and when a Ticket is Closed?]]
	*[[#Can I change the default Ticket detailed report printed from the Tickets window?\|Can I change the default Ticket detailed report printed from the Tickets window?]]		*[[#Can I change the default Ticket detailed report printed from the Tickets window?\|Can I change the default Ticket detailed report printed from the Tickets window?]]
	<br>		<br>

Sheli at 19:03, 20 May 2010

2010-05-20T19:03:16Z

← Older revision		Revision as of 19:03, 20 May 2010
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	===Advanced Use===		===Advanced Use===
	*[[#Can my customers log new tickets in the system?\|Can my customers log new tickets in the system?]]		*[[#Can my customers log new tickets in the system?\|Can my customers log new tickets in the system?]]
	*[[#Can my customers receive email alerts when a new Ticket is created and when a Ticket is Closed?]]		*[[Can my customers receive email alerts when a new Ticket is created and when a Ticket is Closed?]]
	*[[#Can I change the default Ticket detailed report printed from the Tickets window?\|Can I change the default Ticket detailed report printed from the Tickets window?]]		*[[#Can I change the default Ticket detailed report printed from the Tickets window?\|Can I change the default Ticket detailed report printed from the Tickets window?]]
	<br>		<br>

Sheli: /* Advanced Use */

2010-05-20T19:02:18Z

Advanced Use

← Older revision		Revision as of 19:02, 20 May 2010
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	===Advanced Use===		===Advanced Use===
	*[[~~Tickets FAQ~~#Can my customers log new tickets in the system?\|Can my customers log new tickets in the system?]]		*[[#Can my customers log new tickets in the system?\|Can my customers log new tickets in the system?]]
	*[[~~Tickets FAQ~~#Can my customers receive email alerts when a new Ticket is created and when a Ticket is Closed?]]		*[[#Can my customers receive email alerts when a new Ticket is created and when a Ticket is Closed?]]
	*[[~~Tickets FAQ~~#Can I change the default Ticket detailed report printed from the Tickets window?\|Can I change the default Ticket detailed report printed from the Tickets window?]]		*[[#Can I change the default Ticket detailed report printed from the Tickets window?\|Can I change the default Ticket detailed report printed from the Tickets window?]]
	<br>		<br>