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Hi,
I would like to know from anyone how they manage it more efficiently and if they have similar environment or setup like my. The scenario is that our small business clients email us the issue and also making sure to separate each issue for each ticket so its easy for us to track. Then sometime on site is require for some of the issue. Once we reach there and meet our "IT contact" (a person or more that we usually communicate with for any issue as a central person for each client), they would give us last minutes issue which we manually add to our paper and then later on create new ticket for those separate issue. We are thinking of creating another ticket which would associate to several tickets that we got from the email that require to be on site then in the "Dispatch" section we can just use one charges to cover several issues in one shot from one ticket. In that ticket, we will list of the associate ticket # so we know that we took care of those tickets. Therefore, we will have to do something to those individual tickets that was created from email more efficiently if we run across to those individual tickets and might even email them if needed to. However we would use that "all in one" ticket to the client as a time sheet for their record. So, now we are trying to come up a better strategy to work more efficiently and quickly withCommitCRM. Hope this is clear enough and your feedback would greatly appreciate. I would like to find another solution on how to manage client issue and even the client's communication more efficiently. Thanks, Ankur |
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Hello Ankur,
We know different users have different needs or at least use different methods so we cannot speak for everyone. In general, we recommend on creating a single service ticket for each issue. This way you can track all activity at the ticket level, this includes tracking all the work performed and parts used to solve the specific issue. You can then provide your customers with accurate reports showing them exactly what has been done for each issue. This also helps you analyze your business activity at the ticket level. Once the technician is on site and receives some new issues to resolve (ones that are not already logged into RangerMSP as service tickets), the technician can open service tickets for these new issues from the customer site using RangerMSP Web Interface. They can then log all the work that has been done directly under these newly created tickets, instead of under a general ticket or by writing this information on a paper. From our experience and discussions with many of our users we've learned that sometimes issues that are not logged immediately as service tickets into the RangerMSP system are not logged into the system at all. At the end it results in capturing less billable time and having a system that does not cover all of the work that has actually been performed for each customer. Therefore, our recommendation is to have technicians log all new issues from the remote site using the Web interface. I know that it may take some time and technicians are always in a hurry, however, this practice dramatically helps your business - the information is fresh, the time is captured on the spot, the activity descriptions are correct, nothing gets lost and all billable charges - for time or parts - are logged and tracked. Your staff at the office are also updated and have real time accurate information on what is going on at the customer site. As for using a single Calendar appointment for several tickets, this practice may work for you just remember to manage resolutions at the issue level. Sherry |
