The CRM's Helpdesk can easily adapt to fit your unique workflows by creating custom ticket types, categories, and outcomes.
A ticket type defines the rules and steps for processing a specific task or issue type.
When a ticket type is selected, the system automatically applies the ticket permissions, auto-assign rules, the ticket checklist, and other settings defined for that ticket type:
For example, when creating a ticket with the "Address Change" ticket type, the system can automatically set the ticket's priority to Normal, set the SLA to 1 day, and assign the ticket to a member of the Support/Operations group using the round-robin method.
Ticket types can also be categorized using custom ticket categories and set with pre-determined ticket outcomes.
Also every time a ticket is closed the operator can select an appropriate ticket outcome based on the ticket's disposition:
Ticket outcomes can then be tracked through the Helpdesk reporting tools to ensure smooth operation of your support services:
Lastly, the ticket notification settings allow you to fine-tune how notifications will be sent out when users comment on tickets.
Continue reading to learn how to customize your Helpdesk, or click the links below to jump to a sub-topic:
Helpdesk Ticket Types
To create a new ticket type open the Helpdesk Ticket Settings page from the administration menu (Manage > Helpdesk > Ticket Types), and click on the Add Ticket Type button in the top-right corner:
A popup window now appears where you can configure the ticket type settings:
Here is a short description of each setting:
- Ticket Type Name: The name of the ticket type that will be displayed in the Ticket Type dropdown on new tickets.
- Active: When checked, users can create and view tickets of this type. When unchecked, new ticket creation is disabled, but existing tickets can still be viewed.
- Add To: The ticket type will be placed at the top or the bottom of the Ticket Type dropdown list based on the selected option.
- Default Priority: Set to Normal, Medium, or Rush.
- Default Category: Select the category for this ticket type.
- Additional Information: Add a short explanation to inform the user on the purpose of the ticket and how to resolve it. The information is shown to the user when creating the ticket.
- Days to Resolve: Select the number of days that the ticket must be resolved in. The CRM emails the assigned user a list of tickets in the morning before the tickets are due. The CRM continues to email the list of tickets that are past due until the tickets have been closed.
- Count Business Days Only: Select this option if the Days to Resolve setting should only be counted in business days.
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Checklist: Create a checklist to provide step-by-step instructions for resolving the ticket. You can also attach files to the checklist that are needed to resolve the ticket. The users will need to check each checklist item off before the ticket can be resolved.
- Permissions: Select the user classes that will be allowed to create and access tickets with this ticket type.
- Auto Assign User (every time): Select the users who will be assigned to all tickets of this type.
- Auto Assign User Class (every time): Select user classes that will be assigned to all tickets of this type (all users in the selected class will be assigned).
- Auto Assign User (round-robin): Select users who will be assigned to the ticket using the round-robin method.
- Auto Assign User Class (round-robin): Select user classes that will be assigned to the ticket using the round-robin method (all users in the selected class will be assigned).
When you finish editing the ticket settings click Add and the new ticket type will be created.
An existing ticket type can be updated or deleted at any time using its action shortcuts:
Helpdesk Ticket Categories
Your ticket types can be categorized using custom ticket categories for easier reporting and ticket search.
Every ticket type needs to be assigned to one default ticket category:
For example, you may create a ticket category called "TSYS Auto Tickets", and then apply the category to the ticket types used for TSYS merchant management such as "TSYS - Update Pricing (Auto)", "TSYS - Update DDA (Auto)", and others.
You may then search and manage tickets on the Helpdesk page via the category filter:
Note: Each ticket type can be assigned to only one ticket category. And each ticket category may be linked to one or more ticket types.
To create a new ticket category open the Ticket Categories tab on the Helpdesk Ticket Settings page (Manage > Helpdesk > Ticket Categories), and click on the Add Ticket Category button in the top-right corner:
In the popup window that appears, enter the category name, select the associated ticket types and ticket outcomes, and click Add:
The new ticket category has now been created and you can always edit or delete it from the Helpdesk Ticket Settings page:
Helpdesk Ticket Outcomes
Ticket outcomes are used to track the outcome of closed tickets, and you can create different ticket outcomes for each ticket category.
Once a ticket is resolved, a user simply selects the appropriate ticket outcome such as "Agent Resolved", "Couldn't reproduce", or other type of outcome defined for that ticket type:
You may then search and manage tickets on the Helpdesk page via the ticket outcomes filter:
By enabling the ticket outcome tracking feature you can identify and resolve potential bottlenecks in the support procedures.
To create a new ticket outcome open the Ticket Outcomes tab on the Helpdesk Ticket Settings page (Manage > Helpdesk > Ticket Outcomes), and click on the Add Ticket Outcome button in the top-right corner:
In the popup window that appears, enter the outcome name and description, select the associated ticket categories, and click Add:
The new ticket outcome has now been created and you can always edit or delete it from the Helpdesk Ticket Settings page:
Notification Options
To help you manage user collaboration better, on the Notification Options tab you can select which users are to be notified when new ticket comments are posted—either all associated users or only last notified users: