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Processing a ticket : an example

Once a ticket is created, according to the evolution of the situation, it is possible for you to act on the ticket.

This Add Action in Ticket Page can be accessed via , a button which is available at any View Ticket Page. Adding an action on a ticket is done whenever you need to change its status or assign it to an other user ; therefore, the action's main purpose is to keep an historical track of everything (status changes, assignments) that has been done in the ticket to solve it.

In the current example, the user (James) that created the ticket has first to declare the ticket as 'open', and also to conveniently add a description of the problem that client John Smith complained about :

**Figure 8.6:** The 'new' ticket is set to 'open' and also a comment consisting in the problem's description is given for the record.

As seen there, whether the action is billable or not is shown and a duration can be entered ; these two items depend on ticket type. Also, a button allows to place HTML tags that will make the action text appear in such style.

A notification email is not sent to the complaining client because no meaningful event occurred yet.

As the complaint is about a manufactured product coming from a supplier, Customer Support group member James then decides to forward the ticket to Mary, member of the External Relations group :

**Figure 8.7:** Ticket is forwarded to External Relations group member Mary.

Mary (who had enabled displaying of a 'Customer Support' Event Control) then receives the alert that a new ticket has been assigned to her ; she contacts the supplier Food Corps, Ltd and at the same time informs the client that his complaint has been sent :

**Figure 8.8:** User Mary receives ticket and processes it according to her External Relations skills, and also informs client.

The button as seen on the illustration above can be used to directly put in the Email field what was typed in the 'Comments:' field.

After a while, now with the answer of the supplier, Mary adds another action (comment : "FC Ltd apologized for mishap and reinforced quality controls. Client is proposed free tour of the factory with gifts.") and, as her work here is finished, she assigns the ticket to James, who adds a last comment while sending a final notification to the client and also closing the ticket :

**Figure 8.9:** Problem is solved and therefore ticket is closed.

To each action, any kind of file can be attached via the button (provided that related ticket type allows it).

Blue Chameleon keeps track of all comments, status changes, notifications email at the bottom of the . This log is useful to follow the solving of a problem from the beginning to the end (thus making faster the solving of ulterior problems of the same kind) and keep records of clients' problems.

For the example above, the full log is the following :

**Figure 8.10:** Full history of the current example ticket's solving.

Next: Checking time evolution of Up: Customer Support Previous: Ticket display details -