Underpinning the Ticket Management function is a series of workflow rules that make the process of ticket handling very quick and simple by automating all of the standard tasks associated with it.
Standard Responses provides 100% personalized templates that you can send to the Contact or Account Manger with all of the details about the ticket completed automatically.
Addressing tickets quickly is paramount to the success of your relationship with your clients and through Alerts you can make sure you inform the right people immediately that attention is required and keep up to speed on any new or changes tickets within your department.
To ensure consistency in the communication to clients, whether that is seeking clarification of the issue, and proposed resolution, assignment or the closure of the ticket, TrackerRMS allows you to build standard templates saving time in the actioning and communication process. These templates support the full template workflow so can automatically assign and close tickets etc.
Tickets submitted are typically reviewed and then assigned to the appropriate Department or Individual for resolution depending on the nature of the ticket (for example Finance, Technical or Account Management). Ticket Assignment is quick and easy to do from the main ticket screen and an alert and email goes out to that Department or Individual automatically to let them know that the ticket has been assigned and the details of the ticket.
Alerts can be either sent out directly from the ticket (for example when a ticket is assigned) and Users of TrackerRMS can opt to receive Home page or email alerts whenever a new ticket is assigned or a change is made to an existing ticket within their department.
To simplify the two-way communication process with Users, TrackerRMS supports the processing of inbound emails and associated these incoming emails to the correct ticket using the “TKT-” subject lines sent out in all Standard Responses. This works by diverting a copy of all emails sent to your support email address to a special mail agent at TrackerRMS where it will seek the ticket reference and alert the ticket owner of the incoming emails through their Home page.
