There are numerous ways to configure your Service Ticket workflow. Consider what’s right for your organization and your accounts. Below is a guide to the decisions you'll want to consider at each point in a Ticket’s lifecycle.
| Ticket Stage | Considerations | SiteOwl |
| Creating | Who will create Tickets? Will they be created by your employees as well as non-employee users? | If needed, make sure Account Users have access to the required Live Sites, and have been trained. |
| What minimum information requirements will you put in place (Description, Device selection)? | Provide guidelines to the users who will create Tickets that covers what information should be included. | |
| Processing | Who on your staff will be responsible for triaging new Tickets? | Set this individual as the Default Ticket Assignee for each Site as needed in the Plan Library. |
| Should ‘Watchers’ be added to Tickets? | If there are individuals that need to be aware of all Ticket activity, establish a policy of adding them as Watchers to all new Tickets. | |
| Are there guidelines for which Technicians are assigned to Tickets based on things like which Account the Ticket is for and the skills of the Technician? | Make sure the person processing new Tickets understands which Technicians should be assigned. Additionally, make sure that Technicians have access to the Live Sites they will be servicing. | |
| Servicing | What updates should a Technician make while working on a Ticket? When should they update the Ticket’s status? | It’s important to provide clear instructions to your Technicians so that they are using SiteOwl as you expect. |
| What types of comments should they add as they work on the Ticket? | You should also define what type of documentation the Technician adds in the Ticket's Comments as they perform and complete service. | |
| At what point should a Technician mark a Ticket ‘Closed’? | Provide Technicians with requirements that must be met before closing a Ticket. | |
| Managing | Who will be responsible for managing open Tickets to ensure that they are being handled in a timely manner and have the required information when they are marked as Closed? | It’s important to have a team member that reviews open Tickets to identify potential issues and ensures that Tickets are closed in a timely manner. This person should have a Live Sites Role of Manager. |
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