Open a ticket
On Support, press + New ticket: the customer, the job (optional; it must be theirs), the kind (Warranty, Complaint, Question or Other), the priority (Low, Normal or High), a subject and a description. Leave Assign to empty to assign it later. Then Open ticket. Tickets are numbered T-0001, T-0002 and so on.
The six stages
New, Assigned, In progress, Waiting on customer, Resolved and Closed. On a phone the board becomes lists.
- Every stage after New needs someone assigned, and only people who can see tickets can be assigned.
- Resolved needs a written resolution and can't come straight from New.
- Closed only follows Resolved. A closed ticket is frozen.
- Closing and reopening are for managers ("Open, assign and close support tickets"). Reopen goes back to In progress.
- The person assigned can move the stage and write the resolution.
- A ticket is never deleted, only closed. Each has its history and comments.
Time limits
- A response within 4 business hours while the ticket is New. If it runs out, the office person gets a task to assign it, with an alert.
- A resolution within 3 business days while it is Assigned or In progress. If it runs out, your escalation person gets a task.
- Waiting on customer pauses the clock.
Who sees tickets
In a new company, VP Operations and the Office manager manage tickets. The VP Sales, Controller, Estimator, Dispatcher and Intake VA see them all. A Foreman sees the tickets on their crew's jobs and their own. Crew members don't see tickets.