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Ticket communication system
The Tracker ticket systems allows users within the software to communicate with other system users. The key feature being that all communication takes place within the software, where it can be tracked to a cases or items, instead of outside of the system where communication is not documented for further review.
Note: You might notice a Ticket Tab on the Quick Menu. This option will allow a user to create a new ticket but it is more importantly used to view tickets assigned to you or by you. If you want to create a new ticket it is highly recommend that you use the Ticket option on the Bucket List.
Typical Scenario:
- User A needs information from User B
- User A initiates a system ticket
- User A fills in the ticket screen with information such as who the ticket is for (User B) along with a subject line and description
- Upon submission User B will receive an email indicating that they have received a ticket from User A with a link back to the system
- User B will login to the system and supply the requested information about the ticket
- User A will receive a return email indicating that a response has been posted. User A can then respond to the ticket or close the ticket
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As you can see from this scenario, all users are automatically notified when a ticket has been assigned or updated. Only the creator of the ticket can close a ticket out.
Create a ticket
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Creating a ticket is as easy as selecting the Tickets tab on the interface. This action provides immediate access to the ticket menu, which illustrates a summary of the number of tickets in each status category. Depending on a user's role in the organization, the ticket list serves as a virtual to do list for some of our clients. To make a new ticket, click the Create Ticket button at the bottom of the table.
Assign the ticket to the person responsible for its completion. Determine the status and enter a recognizable subject name with a brief desription. Once this ticket has been submitted, it will show up on the list of tickets.
View Tickets
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The View Tickets option allows users to see tickets from two categories: active tickets assigned to that user and tickets that were created by that user. This setup facilitates a status check of tasks assigned and a quick reference of what's left to do-all in one place!
Delete Tickets
Selecting the Delete Tickets option allows users to cancel or delete tickets that they created. Clicking this option leads to a screen where the user can select one or more tickets to delete.
View Completed or Inactive Tickets
Select this option to review tickets that have already been addressed or look at tickets that have been marked inactive. Users can manually mark a ticket inactive if no updates are expected for an indefinite amount of time. This screen will show both types of tickets in two seperate lists. Use this feature to document a list of tickets that have been completed.
Creating Tickets with the View Tab
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Creating a ticket from the Quick menu will indeed generate a request for information from another user but it will not show which items are in question. If you use the View Tab, select your items, and use the bucket option to 'Add items to a New Ticket', that ticket will contain the items which are in your request.
