Overview
The Ticket System (TS) is an on-line system for tracking customer problems that can be used by your technical support staff. It supports hierarchical users structure, which helps you to assign the customer request to the most proper group or employee. Also it has new improved and more intuitive user interface. The TS is fully integrated with the main RODOPI database.
Ticket System - Administration
To login in the Ticket System you will be asked for NT username and password (see item 14 What is the best way to secure certain areas of Rodopi from Rodopi On-line Documentation topic Questions and Answers). You can use your NT local account or NT domain account. TS will not add your NT user name automatically to the system. If you enter for the first time into TS you should contact your Rodopi Administrator to include your user name into most proper TS group. Afterwards, you can start using the Ticket System. Whenever you change you group membership or your NT user name you should notify your Rodopi Administrator. If your group has administrative rights you can manage employees, groups and ticket priorities. Otherwise you can only see employees, groups and priorities information without possibility to change it.
You create, delete or edit employees by clicking the Employees link. You will see a page with a list of all employees, enrolled into TS and theirs user names, full names and some additional attributes. Click on the Add button to manually add new employee. You can change or delete employees by clicking on the Edit button. The new window comes up where you can enter the changes and save them by clicking on the Save button, reset the data you entered by pressing the Reset button, delete employee by click on the Delete button or just cancel editing by pressing the Cancel button.
You create, delete or edit groups of employees by clicking the Groups link. You will see a page with list of all groups, their names, superior, description and rights. Click on the Add Group button to add a new group. Click on the Edit button next to the group to edit group attributes or delete the group (before this you have to remove all employees enrolled into it). Also below group header you will see a list of all employees, included into this group. You can add an employee to this group by clicking on the Add button or remove an employee from group (this is not a real erasing of employee from the system) by clicking on the Del button.
You create, delete or edit ticket priorities by clicking the Ticket Priorities link. You will see page with list of all ticket priorities and theirs descriptions, used in the TS. Click on the Add button to add a new priority. You can change or delete ticket priorities by clicking on the Edit button. The new window comes up where you can enter the changes and save them by clicking on the Save button, reset the data you entered by pushing the Reset button, cancel editing by pressing the Cancel button or delete priority by click on the Delete button.
You create, delete or edit ticket rates for payable tickets by clicking the Ticket Rates link. You will see page with list of all ticket rates and theirs descriptions, used by the TS. Click on the Add button to add a new rate. You can change or delete ticket rates by clicking on the Edit button. The new window comes up where you can enter the changes and save them by clicking on the Save button, reset the data you entered by pressing the Reset button, cancel editing by pressing the Cancel button or delete priority by click on the Delete button.
Here you can define to whom of employees the TS will assign tickets created
from e-mail (Email Address listed here is recipients address). You have a
possibility to add a new e-mail address with corresponding employee and proper
description by clicking on the Add button, save the entered new
information by pressing the Add button, reset the data you entered by
pressing the Reset button or cancel editing by pressing the Cancel button.
Also you can edit or delete the information from this table by clicking on the Edit button.
To find out more detailed instructions how to configure your RODOPI to
create support tickets from email click here
Here you can also choose Autoresponse flag. If the flag is 'Yes' Rodopi
will send autoresponse letters in case of successfully/not successfully
generated ticket from this email. This letters are defined in
Administration|Letters Section of Rodopi.
You will use the Settings page for change some common options in the TS.
After you set desired options save it by pressing the Save button, reset the data you entered by pressing the Reset button or cancel editing by pressing the Cancel button.
Ticket System - Manage Tickets (Ticket Search)
This is the main Ticket Systems page where you have the possibility to manage tickets and the ticket flow. This page has three frames. The top frame contains fields for ticket search. The bottom left frame gives you a possibility to view/edit ticket and the bottom right frame contains results of the search.
Click on the My Status button to see User Name under which you are logged into the system (this is NT user name you are using) and TS Group you are participant. You can see also in this little window the number of open (unresolved) tickets you currently have assigned and the number of open tickets assigned to your group. In the second frame - Ticket search - you can enter different criteria then push the Search button and see a list of the tickets from this search in the results frame. You may also search tickets by Ticket ID or Customer Registration Number. You can easy return to the Rodopi Main Menu by clicking on the Main Menu link.
Note: You can create a new ticket just from Filter Search (Maintenance) window. For more information how to create ticket into the Filter Search see Ticket creation (New Ticket) topic.
Ticket creation (New Ticket)
Ticket creation is integrated with your customers. Just find out the customer you are looking for, check radio button left to its name and then push the Tickets button in the left frame. It will open a new window with list of all tickets linked to this customer. Click on the New button to see the form where you enter type of the Ticket - free or payable, subject of the customer problem and assign the ticket to most proper employee or group who will be responsible for solving the problem. There are three possible assignments that you can select from Assigned to list box:
Afterwards, you have to specify the priority of the ticket and describe the ticket. If you want to start over with the settings just click on Reset button or if you want to cancel ticket creation press the Cancel button. Finally, you create the ticket by pressing the Save Ticket button. If for some reason the ticket was not generated you will receive an error message. If the ticket is created successfully The Ticket Info page will comes into the same window where you will see all the ticket and customer data. For more information how to proceed in this page see Ticket Modification (Ticket Details) topic.
Ticket modification (Ticket Details)
There are three ways to reach ticket modification page.
First one is when you create new ticket from the Filter Search page (this case is described in the Ticket Creation section).
The second one: you can find the customer you are looking for, check radio button left to its name and then push Tickets button in the left frame. Tickets window will open and all tickets for this customer will be listed, starting with pending tickets. Click on the Edit button to see ticket details.
The third one: go to the Ticket Search page and find out the ticket by using some criteria – ticket id, date range etc. Tickets corresponding to this search will be listed into the result frame. Afterwards, click on the radio button next to every found ticket and click on the View/Edit button. This will open a new Ticket Details window with the most important ticket and customer information, ticket history and a form where you can:
Note: If you have administrative rights you can modify all tickets in the system. Otherwise you can only change tickets assigned to you or your group.
Check the desired options and enter some notes.
You have possibilities to track the ticket history recorded in the table Ticket History.
To save your ticket changes click on the Save button.
Tickets List associated with a customer
You are able to list all tickets associated with given customer. To do that go to Filter Search page and find out the customer. Check radio button left to its name and then push the Tickets button in the left frame. It will open a new window with list of all tickets linked to this customer. You are able to create new ticket ot edit existing one from this page.