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Ticketing System

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The ticketing or incident tracking system consists of creating, managing and tracking customer incidents and requests. When a client contacts customer service, the staff that attends said incident opens a "ticket" with the information of the incident or doubt to be treated. This ticket will remain open throughout the incident monitoring until the incident has been billed and / or resolved. These types of systems are often used quite frequently in facilities and maintenance companies.

What is a ticket and what can it do?

A ticket is where you find all the relevant information of the incident or request such as: customer data, customer complaint details, when it occurred, etc. When opening this ticket, it's assigned a priority " greater or lesser depending on the urgency " or issue. The ticket system can also recognize what are the most common requests or incidents so that the company can create a section of frequently asked questions " FAQ, Frequently Asked Questions " or simply have an answer ready for those queries.

Also, you can select which person or group of people will be involved in the process so that they are aware of the situation. So they get a notification to try to solve the problem or issue as soon as possible. For example, a person calls their homeowner because the tap has broken. The employee who attends the incident will fill out a ticket with the data and notify the plumber so that it'll fix or change it.

When it's a problem that the company has to solve, it's continued as follows. The operator who will be in charge of the repair consults the ticket, there you can see the history of the customer's incidents and if he has the necessary material in his warehouse for the repair. In the event that there is any change in the status of the incident, you can also read it on the ticket. For example, if a roofer is going to repair a roof, he knows immediately if the customer has reported an increase in the number of broken tiles.

Once the incident is resolved, the operator will mark it as such on the ticket. In this way, the resolution status of the ticket is known. However, that the problem has been solved doesn't mean that the ticket closes there. Through the personal digital assistant " PDA " from which operators access the system, it's also possible for the client to sign the delivery note. In other cases, you don't need a delivery note. For example, if the internet doesn't work, the problem can usually be solved remotely. The operator gives you a series of instructions, such as turning the router off and on while they do a series of operations in your office.

Depending on the type of company and the customer's contract, the service may not be included in the support or guarantee and an invoice may have to be generated. To facilitate this task, the ticket system can be connected to the ERP system. Thus, when the delivery note has been signed, it generates and sends the corresponding invoice electronically. Another functionality that the ticket system can perform when connected to the ERP is the registration of hours workedby the operator. In this way, if the hours worked in the invoice had to be included, they would already be registered. The ticket is closed once the invoice is paid or the incident or request has been resolved.


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