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Introduction

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The Ticketing module with the SMTX Process Management Platform is intended to be used by service providers receiving large amounts of requests from customers and working with teams to process these requests. Ticketing allows the registration, assignment, classification and resolution of requests. This document explains the full scope of features offered by Ticketing.

 

Online forms are used by customers to submit their request. The Process Management Platform allows to create extensive forms, with dynamic question trees. Selection lists can contain data from any source connected through the platform. By collecting an extensive amount of information, forms are able to create tickets that are ready to be processed by agents.

Ticketing user interface

The ticketing module has been designed to efficiently process large amount of tickets by so called agents. These agents should quickly see tickets that need attention and be able to transfer tickets to other groups for further processing. Agents are using a different user interface than customers for submitting new requests. That way, everyone is receiving the most optimal user experience. Agents will only get access to authorized tickets. For this a mandant/pool structure is used.

Ticket Assignment

Tickets can be assigned to groups or persons. To save time on the intake process, assignment groups and persons can be pre-defined, based on the request that is submitted. Within tickets it is possible to create tasks. Tasks are used to split the work associated to the request completion in multiple parts. Tasks can be send to other groups for completion. Progress monitoring is included within the ticket.

Assigned to group view

The screenshot below shows a list of tickets assigned to one of the groups of the currently logged in Person. The list shows basic ticket information and who is currently assigned.

Ticket details

When opening a ticket, all ticket details become visible and editable:

 

Assignment

To re-assign a ticket to another group of person, you should simply start typing within any of these fields. For example:

Action log

 

The action log keeps track of all activities done within the ticket. It is possible to manually add a new log entry. In that case, you get the option to store the entry as private or public. Only in case it is public, the customer is able to see the message. By sending the message as a question, the system will notify the requestor.

 

Actions

Under this caption all communication and history events are grouped per day. The screenshot on the right shows customer communications during 4 days.