Updated 10/08/10
ezSupport’s
Problem Ticketing Module
Save timeand boost your revenuefrom satisfied customers by using ezSupport’s Problem Ticketing module to help manage and resolve all your customer issues.
Customers can file problem tickets from your help desk under categories that you’ve customized to gather pertinent information for your business, such as Shipping, Billing, Technical, etc.
After filing a ticket, your customer receives an email confirmation and the ticket is automatically routed to the support rep or group that you’ve designated to be responsible for the applicable ticket category. All ticket information is organized and presented clearly, with tools such as canned responses helping reps reply to issues quickly and easily.
Each ticket’s progress is tracked from filing to resolution, and all communication between the customer and support rep is saved with the customer's contact record for future reference. Support reps can also file tickets directly on behalf of customers, such as in call center situations. Plus customers can check the status of their tickets from your help desk 24/7/365.
Price
FREE!
Problem Ticketing Demo
This demo illustrates a typical daily experience for both a customer and a support rep using ezSupport’s Problem Ticketing module to resolve an issue. Site navigation displays at the top left corner of each demo page, indicating exactly where each step takes place in your ezSupport system.
So let’s get started!
Customer Experience
Customer has a problem. 2
Customer files a ticket. 3
Customer receives confirmation. 4
Customer replies. 7
Support Rep Experience
Rep gets a ticket. 5
Rep responds to the ticket. 6
Rep resolves the ticket. 8
Reps can file tickets too. 9
Problem Ticketing Demo
Problem Ticketing Demo
Updated 10/08/10
Help Desk > Problem Ticketing Feature
Help Desk > Problem Ticketing Feature
Customer Has a Problem
Our demo company isAAA Golf, a golf equipment and supplies retailer.
Janis a AAA Golf customer who discovers that she was mistakenly overcharged for a recent purchase. Luckily for Jan, AAA Golf uses ezSupport’s Problem Ticketing system to manage its customer issues, so resolving her problem won’t be a problem.
Here’s how it works…
Jan goes to AAA Golf’s help desk
AAA Golf has links to their ezSupport help desk on their website, on all their eBay listings, and also in their customer emails. In fact, seeing the clear and easy access that AAA Golf provides for customer support had helped convince Jan to make her purchase from AAA Golf.
Jan clicks AAA Golf’s help button.
Jan reports her issue
Jan sees a link to “Report an Issue” on AAA Golf’s help desk. When she clicks the link, Jan sees a list of categories that AAA Golf has set up to organize and route problem tickets to appropriate staff members.
Jan selects the Billing category to report her overcharge issue.
Jan fills out her ticket report form
AAA Golf has customized their Billing ticket form with fields to collect relevant information for billing issues, such as Purchase Date and Payment Method. A Desired Resolution field has been included to help AAA Golf know what will satisfy the customer.
Jan fills out her ticket information form and clicks
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Customer Files a Ticket
Jan submits her email address
When Jan clicks the Send button to submit her ticket information form, she is asked to submit her email address. ezSupport’s customer contact records are keyed to email address, so Jan is being asked for her email to determine whether she has a contact record existing in AAA Golf’s support system.
If ezSupport finds a contact record for Jan, then her problem ticket will be filed immediately and will be automatically attached to Jan’s existing record. If a contact record is not found, then Jan will be prompted to fill out a contact information form.
Jan submits her email address.
Jan submits her contact information
Jan’s email address does not match an existing contact record, so AAA Golf’s contact information form appears for Jan to fill out.
AAA Golf has customized their contact information form to collect the contact information they need. Fields for any information can be added to the contact information form. Fields can also be designated as Required so customers must enter the information to submit the form.
By submitting her contact information, Jan is creating a new contact record in AAA Golf’s support system, and all future correspondence will be automatically attached to her record. So support reps don’t have to manually create a contact record for each new customer.
Jan submits her contact information, and her ticket is filed.
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Problem Ticketing Demo
Problem Ticketing Demo
Updated 10/08/10
Help Desk > Problem Ticketing Feature
Help Desk > Problem Ticketing Feature
Customer Receives Confirmation
Jan receives ticket filing confirmation
When Jan submits her contact information, she immediately sees a help desk message confirming that her ticket has been successfully submitted. Jan also receives an email confirmation that includes all her pertinent ticket information. AAA Golf has customized its ticket confirmation email in its ezSupport account under Configuration > Message Settings > Message Templates.
Jan can always view her case status
AAA Golf also provides the help desk option for customers to log in and view the status of all current and prior problem tickets. So Jan can click the “View Case Status” link any time she wants, and by entering her email address she will be able to see the information and actions taken on her problem tickets. Only actions taken and messages sent to and from the customer are viewable with the case status. Any internal notes made by reps are not displayed.
Updated 10/08/10
Rep Gets a Ticket
Rep is alerted to Jan’s ticket
When Jan submits her ticket the rep responsible for the Billing ticket category, Danny, immediately receives an email alert that he has a new ticket to handle.
Each support rep sees only the tickets that have been assigned to him/her based on ticket category configurations. If a category has been assigned to a rep group, then all reps included in the group will be alerted to and see the category’s tickets until an individual rep takes assignment of a ticket. Reps can transfer tickets to other reps as necessary. Admin and Manager level reps can always view tickets assigned to other reps.
Tickets are divided into six statuses: New, Unresolved, Pending, Accepted, Rejected, and Closed.
Danny clicks the ticket subject link to review Jan’s ticket information.
Danny reviews Jan’s ticket information
The ticket information submitted by a customer can be viewed and edited if necessary on each ticket’s Edit Ticket screen. Ticket priority level and status can also be updated on the Edit Ticket screen. Further information can be requested from the customer or a third party before responding to a ticket by clicking the Request Information button. After reviewing Jan’s ticket and investigating the issue, Danny is ready to reply to Jan, so he clicks the
Send Response link.
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Problem Ticketing Demo
Problem Ticketing Demo
Updated 10/08/10
Support Center > Tickets > Send Response
Support Center > Tickets > Send Response
Rep Responds to the Ticket
Danny responds to Jan’s ticket
The Send Response screen for Jan’s ticket displays Jan’s ticket information and has an HTML/text editor for Danny to compose his response.
A ticket response template is pre-filled in the HTML/text editor so all Danny has to do is enter his response. The template for ticket responses can be updated in ezSupport under Configuration > Message Settings > Message Templates.
Danny can manually type in his response to Jan, or if his response is one that he commonly uses in similar situations he can use a Saved Response to quickly insert a “canned” reply. To do this, Danny clicks the Choose Saved Response button to view and select an appropriate response which will be inserted wherever the ::Response:: variable is located in the ticket response template. Saved Responses are managed under Configuration > Knowledgebase > Saved Responses, but can also be added to your list on the fly by checking the Save Response box before sending your ticket reply.
Danny can also attach a file to his ticket reply, and if he thinks his reply will effectively resolve the issue he can check the Close Ticket box. This will change the ticket’s status to “Closed” when the Send button is clicked, but the ticket can always be reopened by Danny or Jan if necessary.
Danny completes his response and clicks the Send button.
During the time after Danny responds to Jan’s ticket but before Jan replies to Danny’s response, the status of Jan’s ticket will be “Pending”.
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Customer Replies
Jan receives Danny’s response
Danny’s response is immediately emailed to Jan, and Jan is impressed that AAA Golf has responded to her issue so quickly. That other golf retailer she’s done business with has always taken much longer to get back to her.
Jan is pleased that AAA Golf will be refunding the amount she was overcharged, so she clicks the
“Please Click Here to reply” link in her email.
Jan accepts Danny’s resolution
AAA Golf’s help desk then pops up with a form for Jan to either accept or reject Danny’s resolution. If Jan had not been satisfied or needed further information, she could have replied to Danny and communications could have continued until the issue was resolved.
Jan accepts Danny’s resolution and clicks the Send button.
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Problem Ticketing Demo
Problem Ticketing Demo
Updated 10/08/10
Support Center > Tickets > Ticket History
Support Center > Tickets > Ticket History
Rep Resolves the Ticket
Danny resolves and closes Jan’s ticket
When Jan accepts Danny’s resolution, her ticket status is automatically changed to “Accepted” and Danny is alerted.
With all necessary steps taken to resolve Jan’s issue,
Danny updates the status of Jan’s ticket to “Closed”,
and the problem ticketing process is completed. Closed tickets are never deleted from ezSupport. They remain viewable, are archived with customer contact records, and can also be reopened if necessary. Every ticket’s complete history and communication thread along with any file
attachments and notes added by reps can always be viewed by clicking the ticket’s Ticket History link.
And that’s how ezSupport’s
Problem Ticketing works!
Updated 10/08/10
One more thing…
Reps can File Tickets Too
Reps can also file tickets directly on behalf of customers (such as in a contact center setting) via customer contact records. So customer issues reported in off-line circumstances can be included with the regular problem ticketing process for consistency in handling and tracking.
For instance, if Jan had called AAA Golf to report her problem instead of using the help desk, Danny could have entered Jan’s issue into the ticketing system by accessing Jan’s contact record in ezSupport’s Contact Manager. Or, because Jan did not have an existing contact record, Danny could have created a new record for Jan on the fly. Then Danny would simply click the “Tickets” tab on Jan’s contact record. This is where all of Jan’s ticket history will be archived. Danny would then click the “Create a Ticket” link to enter Jan’s issue information using the same form that is available on AAA Golf’s help desk.
Tickets created by reps via contact records enter the regular ezSupport ticketing flow. Customers and reps will receive the usual email confirmations and alerts, and tickets can be handled by the appropriate reps as normal.
