See attached video for a walk-through (in Attachment section on right navigation panel).
Click on +New Ticket
Enter a Name, or Email or Phone to search for a contact. If contact exists in HappyFox, select the contact from the dropdown list.
If the contact does not exist, enter the Full Name and the Email Address, Phone Number can be included but is not required.
**If the Contact Group (Company/Organization) exists and the email domain matches, the Contact will automatically associate to the Contact Group.
Once a contact is entered, Contact Details will display to the right and scrolling down will reveal more ticket information.
Choose a Ticket Template, BuilderFusion, ChamberMaster/MemberZone, GrowthZone or IT Help. This will populate the Category and the Component list will contain a list matching the software platform.
The Matrix scoring can be skipped over at this time, it's only needed when escalating a ticket.
Next select the Priority of the ticket, the Assignee is the Agent that will be working on the ticket and the Status defaults to In Progress.
While not visible, the BCC will automatically be filled with the archive@ email address.
Enter an appropriate Subject, CCID is no longer needed in the Subject
The Message is an outline of the issue, it is not sent to the customer but will be viewable in the customer portal unless the ticket is marked as a Private Ticket, which is only viewable by other Agents.
The Ticket Status will change as certain actions are taken. Below are the Ticket Status options, their definitions and how they are typically used/deployed. There may be Smart Rules in place to perform a special function or notification outside of the normal parameters.
- New - the ticket is New and unassigned. The ticket stays in this Status until it is assigned.
- In Progress - the ticket is Assigned. The Status is automatically updated to In Progress when the ticket is assigned. The ticket is In Progress and being addressed.
- Waiting - a response has been provided to the customer and the Agent is Waiting for a reply to the ticket. The Status has to be manually updated. If a date is used in the Due Date field, the ticket will stay in Waiting until this Date. If there is no Due Date, the ticket will re-open to In Progress in two days.
- Escalated - the ticket has been escalated to the Level 2 (L2) team. The Status is automatically changed to Escalated when a Canned Action is used to escalate a ticket.
- In Dev - the ticket has been escalated to Dev. The Status is automatically changed to In Dev when the ticket workflow is processed to create a Jira from HappyFox.
- In Review - the ticket has been updated by L2 or Dev with action for the Agent or ticket owner to take. The Status will be manually updated by L2 and the Jira automation will update the ticket from In Dev.
- Closed - the ticket has been completed. The Status has to be manually updated.
- Trash - the ticket can be deleted. The Status needs to be manually changed.
- Migrations - the ticket has been escalated to the Data Migrations team (GZ and CM). The Status is automatically changed to Migrations when a Canned Action is used to escalate a ticket.
- RE Integrations - the ticket has been escalated to the Real Estate Integrations team (GZ). The Status is automatically changed to RE Integrations when a Canned Action is used to escalate a ticket.
Closing The Ticket
When closing the ticket, there will be two required fields - Component and Root Cause. The Component is similar to module or area within the platform the ticket subject is related to. The Root Cause is the outcome of the ticket or why the ticket came to us. Definitions for the Root Cause field are below along with examples of the Component and Root Cause fields.
Root Cause Definitions
- Accounting Team: This ticket resulted in a Task to the Accounting Team.
- Data Migration Miss: GrowthZone did not process the source data correctly.
- Bad Source Data: The source data received from the customer was corrupt in some way.
- Customer Could Not Locate Info In The KB: Customer could not find the information in the KB.
- Customer Did Not Use Our Resources: Based on the interaction with the support, the resources we have available were not used.
- Customer Used Resources; Resources Incorrect/Incomplete: Customer did use our resources, but the resources were incorrect or incomplete.
- Defect - Required Dev Fix: This ticket resulted because of an existing functionality defect and it required development work to fix.
- Engagement Team: This ticket resulted in a Task to the Engagement Team.
- Functionality Not Available: The ticket was a result of the customer expecting or asking for functionality that does not exist. A User Voice was created or the customer was directed to an existing one.
- L1 Trained Staff: L1 team provided training to the customer.
- Inadequate Customer Data Maintenance: Maintenance was not sustained or completed as needed.
- New Feature Release: The ticket is related to a new feature that was released in the last 90 days.
- Onboarding Team: This ticket resulted in a request for the Onboarding Team.
- Price Increase: This ticket was a result of the customer inquiring about a price increase for their ChamberMaster, MemberZone or GrowthZone subscription that they were notified about.
- Proactive Outreach: This ticket was a result of GrowthZone doing proactive outreach on a technical subject or project.
- General Support: This ticket was a result of general support activities. For example, processing new employee tickets.
- System Performance: This ticket is related to an escalation to development with a root cause of server or system performance.
- Third Party Issue: This ticket is related to an escalation to L2 or development that resulted in the issue being with a third party vendor.
- Training Completed But Not Understood: Customer has watched the videos and attempted to manage and got stuck.