Here is a visual diagram that shows all of the different paths a ticket can take from start to completion:
Walk-in Repair
- Customer walks into location
- Sales rep
- create new ticket:
- lookup existing or add new customer
- lookup existing or add new repair device
- provide initial diagnostics information
- optional: set expected delivery date/time and not to exceed dollar amount
- optional: add ticket items (parts, labor, merchandise)
- advance ticket status one of the following:
- repair queue
- in diagnosis
- on hold - if a ticket item is backordered
- print ticket for customer and/or back office paper trail
- Technician
- track tickets in repair queue or in diagnosis
- view / edit ticket details
- perform the repair
- optional: add notes to ticket
- optional: add ticket items (parts, labor, merchandise)
- advance ticket status one of the following:
- regress ticket to pending approval queue (for customer/manager approval)
- advance ticket to pending notification queue
- on hold - if a ticket item is backordered
- Customer is automatically notified via text/email that their device is ready for pickup. If unable to notify the customer, the ticket remains in pending status for the following:
- Sales rep or manager
- track pending notification queue
- manually contact customer
- advance ticket to ready for pickup queue
- Customer returns to pick up repaired device at pickup location
- Sales rep
- lookup customer / ticket
- view / edit ticket
- optionally add notes to ticket
- optionally add ticket items (parts, labor, merchandise)
- collect / record payment
- close ticket
Other step-by-step use cases soon...
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