TYPES OF TICKETS AND TASKS
TYPES OF TICKETS FOR EVERY NEED
Simple tickets do not cover all the possible scenarios. A lot of different situations exist, and each situation require tickets to be scheduled over time, be part of a chapter inside a project, or be just tickets, without customer management.
WHAT HAPPENS TO MANY COMPANIES?
Many companies manage the actions of technicians using various tools: Outlook for e-mail and calendar, Ticketing software for customer requests, software for project related tasks, etc.
Too many different tools causing information to become too dispersed. There is no real control of the activity of the Agents and it is very likely that some tasks will not be carried out and will be forgotten after a few days.
TYPES OF TICKETS IN ATTENDO
Attendo easies you the tools your Agents need in every moment, for each specific activity.
Your Team Leaders and Agents have different types tickets, which will help you to have aññ yout tickets, tasks and projects on a single platform. You Agents work in a coordinated and efficient way.
FREE TICKET, WITHOUT CUSTOMER
Tickets not associated with any customer. They can be requests that are generated in a WebChat, emails received in a mailbox, calls to a Call Center, messages with certain Hashtags, mentions on social networks (Twitter, Facebook) and receipt of text messages (WhatsApp or SMS).
These tickets do not pass the Validation Rules (IVR). They can be received in a global mailbox or in a specific mailbox.
Associated tickets to Customers that go through Validation Rules (IVR). These tickets must indicate Customer, associated contract, destination (Agent or Group) and its object (query, user error, manufacturer error, technical error, etc.).
These tickets can be attended by multiple Agents and Groups, can be escalated to other Agents and Groups, and can ve reopened by the Client.
TICKET IN A PROJECT
The projects module allows creating templates that can be applied to projects created in Attendo.
The projects are divided into chapters, which have a set of tickets and tasks (tickets in calendar). Both tickets and tasks can be assigned to Agents or Groups.
Project tickets can be reassigned internally, manage tasks and actions with external companies, etc.
The machines modules allow to create maintenance templates and link them to the serialized equipment of the Customers.
The module allows to generate new tickets from readings obtained, check list on periodic reviews or similar.
Tickets can be created in two different ways:
- Programmed tasks automatically programmed in a planning calendar (reviews, stamps, maintenance).
- Tasks automatically generated in calendar from the recorded readings (counters, checklist).
TASK ON CALENDAR
Free tickets, Customer tickets, Project tickets and Maintenance tickets that are scheduled automatically or in a manual way in the Agent calendar or in the Group.
Calendars can be synchronized from Outlook and other e-mail managers (ICS file). These calendars are individual (Agent) and group (Agents Group).