A service ticket is a potential business query, complaint or support requested by the customer to a business. An efficient and simple to use online ticketing system as provided by “Innoventory” streamlines how you communicate with your customers. Unlike email, it does not require the set up of multiple folder structures and color coded tags to prioritize and track relevant customer queries. It brings in customer conversations from multiple channels like phone, email, and social media into a single, easily accessible location where you get the entire context you need. It should have the efficiency such that even if we want to refer the conversation in the past between client and business we should be able to refer read and understand.
Why managing tickets are important?
How to configure service ticket meta information?
Fields can be added to the ticket information feeding windows as follows:-
Step 1: Open the innoventry software and log in with user id, password and company id. Following which the following screen appears.
Step 2: Then the following screen will appear. Click on “Master” –> More –>Tracker as shown.
Step 3: Then select and click “Service call” from the five options as shown in the snap below.
Step 4:- Following screen appears with four options.Here we can add following:-
Step 5:-Make required additions and click “OK” tab.
Add new service ticket from desktop:-
Step1: Open the innoventry software and log in with user id, password and company id. Following which the following screen appears.
Step2: Click on the tab “Application” (highlighted with yellow in above snap) and then select the “CRM” option as shown following which the following screen will appear.
Step3: Click on the tab “Transaction” followed by “Service Call”, then the following screen will appear:
Step 4:- Here we can add the information accordingly and then finally the screen will look something like this:-
Step 5:- Finally click “Apply” button and the service ticket is added to the software with unique voucher number which can be used for future reference.
Add new ticket from mobile app
1) By Customer (Service Desk App):-
To download Service Desk App App Click Here.
Step 1:- Download the Innoventry service Desk Customer App from Play Store or App Store.
Step 2:- Login using User ID, Password and Company ID or create new credentials from the options available in below snap.
Step 3:- Following screen will appear:-
Step 4:- Click the”plus” sign in the bottom right hand corner of the screen.
Step 5:-The following screen will appear. Add the “Title” and “Details” of the service ticket according to the service required as shown:-
Step 6:-Press the “Submit” tab and hence the Service Ticket is created.
2) By Staff ( iCRM App ):-
To download iCRM App Click Here.
Step 1:-Open the innoventry CRM app in your mobile and log in using UserID, Password and Company ID. Following which below given screen will appear.
Step 2:- Now click on the option “Service Call”. Following screen will appear:-
Step 3:- Click the “plus” sign in the bottom right hand corner of the screen.
Step 4:- Following screen will appear. Add required data, select status and assigned person through the drop down menu.
Step 5:- Click “Save” tab and the Service Ticket is added to the assigned person.
Ticket Status Update and Dashboard:-
During the process of dealing with Service Tickets in a business, it is required to update status of the ticket at different stages. Innoventry has features to allow that and it can be performed by following steps given below:-
Step 2:-Following screen appears. Click on Reports—>ServiceCall Board.
Step 3:- Follow points a, b, c:-
a) Select the assigned salesperson
b) Click “Show”
Step 4:- Following screen appears. In this screen follow ‘a’ and ‘b’:-
a) Select the enquiry
b) Click on “Update” tab
Following Screen will appear.
Step 5:- Press OK tab to save changes.
Step 6:-The service ticket will then be shifted to the new status. For example, the service ticket status updated to “In Progress”. The screen will appear as follows:-
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