Active Ticket: Key Component of Trouble Ticket Software
Friday, September 4th, 2009Help Desk Software has two central parts: trouble tickets and knowledge base. Every software package refers to its trouble tickets with its own term. One of the best descriptors is “Active Ticket.” That is the name given to Cynergy Software’s trouble ticket.
Let’s say you want to create a trouble ticket for an entire department. You can do that with Active Ticket. How about submit your trouble ticket using the Internet? You can do it. Or if you are a manager of a help desk and you want to see the tracking and time spent to resolve an issue. You can do that.
Most companies want reports, but every company is different in what they want those reports to say and to look like. The information may vary considerably from one company to another. However, Active Ticket can be customized to give more than 300 different reports, any of which can be auto delivered.
One of the best features is the ability to have unlimited user-defined fields.The trouble tickets can even be searched using those user-defined fields.
With Active Ticket your trouble ticketing system is streamlined, yet you can track any issue starting with e-mail notifications, oversee time spent on all issues, and view trouble histories of each customer.
Try a video demo today to see if you are ready to streamline your trouble ticketing process!
Here’s Help to Keep Your Sanity
Tuesday, July 21st, 2009
Help Desk assistance for mouse problem
A phone call to a Help Desk
Caller: “Can you tell me how to control my mouse?”
Agent: “Place your hand over the mouse and put your thumb on one side with your index finger on the left button, your middle finger on the right button. Then move the mouse around.”
Caller: “It keeps slipping and the pointer on my screen just flies around.
Computer looking for printer call to help desk
Agent: Do you have it on a slick surface?”
Caller: “No, but I have its dust cover on. Should I take that off?”
Agent: “Yes, I believe the ‘dust cover’ is the plastic bag it was shipped in.”
Finding the printer
Another help desk rep at a computer manufacturer received a call. His computer had said it “couldn’t find the printer.”
The user had tried turning the computer screen to face the printer but his computer still “couldn’t see the printer.”
Cup Holder call to Help Desk
A phone call to a Help Desk
Caller: “Hello, is this Tech Support?”
Tech: “Yes, it is. How may I help you?”
Caller: “The cup holder on my PC is broken and I am within my warranty period. How do I go about getting that fixed?”
Tech: “I’m sorry, but did you say cup holder?”
Caller: “Yes, the one attached to the front of my computer.”
Tech: “Please excuse me if I seem a bit stumped, it’s because I am. Did you receive this as part of a promotional or at a trade show?”
Caller: “It came with my computer. I don’t know anything about a promotional. It is automated. It comes out when you push the button.”
The Tech suddenly understood and had to put the caller on mute because he was laughing so hard. The caller had been using the CD-ROM drive as a cup holder and it had snapped off!
A phone call to a Help Desk
Caller: “Hi. I’m having trouble installing my software.”
Help Desk Call about Getting CDs into Computer
Tech: “What seems to be the problem?”
Caller: “I put in the first CD and that was okay. Then it said to put in the second CD. I had some problems. But when it said to put in the third CD, I could not get it in and get the drawer closed.”
Fortunately, when the tech explained, the caller was able to remove the first two CDs to put the third one in!
Up Thoughts on Incident Tickets in Down Times
Monday, June 15th, 2009In this ‘down’ economic time, we need some ‘up’ thoughts. Funny that a movie called ‘Up’ would make its debut now! Anyway, incident or trouble tickets are not going to go “Up, Up and Away.” Therefore, we need to realize they are our friends and not our enemies.
When a customer files an incident ticket, it is a great thing for our company because it allows us to glean all types of information about that customer – name, address, e-mail, what they purchased, how they feel, what their income is, etc. How else would we get those pieces of information? We probably would not. So this is very positive.
An incident is not necessarily “trouble” – although it often is a problem, question, or complaint. Sometimes it is just a request for more information such as a user manual or how to do something that was not in the user manual (or they couldn’t read in the small print of the manual).
Once we get information from customers via an incident ticket, we can use that information to help them (and others like them) and better understand our markets. This will prepare us to emerge strong and focused as the economy turns around.
It is important to take advantage of all the information we have gathered now. Pull it back up, analyze it, figure out what people want and need, and then gear up to supply it.
This should make American companies much more customer-centric and better able to actually help people and supply products and services that are wanted and needed in the years to come. Now that’s an ‘up’ thought in a ‘down’ time.