Require Ticket Resolution and Ticket Assignee

Requiring Ticket Resolution and Ticket Assignee are two new features introduced with the 1.17.10 minor release on July 21, 2020. Both features provide your repair business with additional options to improve efficiency.

Require Ticket Resolution

You can now require your user to select a ticket “resolution” before they can save a ticket in a new status. This is useful for reporting and for quality assurance purposes.

Example:
If you want every “Closed” ticket to have a resolution, you can require that the user select a resolution of “Fixed” when moving the ticket to the “Closed” status. Or, you could set up a resolution of “Customer Rejected” if you wanted to track tickets where the customer did not accept your repair offer. Tracking and reporting this information can help you build sales and improve quality. Some additional notes on this:

  • You can configure what status(es) require a resolution
  • You can specify that a resolution is required for only certain ticket types (Repair or Quick Sale, etc.)
  • To configure these settings, go to Company Settings > Tickets > General Settings

    Screen_Shot_2020-07-15_at_1.34.01_PM.png

To set up or edit your resolutions, go to Company Settings > Tickets > Resolutions

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Require Ticket Assignee

In a similar fashion as requiring Ticket Resolutions, you can now require your users to select a ticket “assignee” before they can save the ticket in a new status.

Example:
If you want every “In Repair” ticket to have an assignee, you can require that the user select an assignee when moving the ticket to the “In Repair” status. You can also specify that resolution is required for only certain ticket types (Repair, Quick Sale, etc.). Some quick notes on this:

  • You can configure what status(es) require an assignee
  • You can also specify that an assignee is required for only certain ticket types (Repair or Quick Sale, etc.)
  • To configure these settings, go to Company Settings > Tickets > General Settings. Your assignees with permission to update tickets are pulled from your Staff list.

    Screen_Shot_2020-07-15_at_2.08.26_PM.png
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