Tickets have both required and non-required fields.  These fields should be completely filled out to the best of the Agents knowledge prior to responding to the customer in need of assistance.


Priority


Priority refers to the impact the inquiry had on the customer's use of the system.

  • Urgent - Blocks all usage for a customer or disables a core feature
    • Examples: User importing, User taking a test, assignment of a task
  • High - Any crashing issues (error page) that don’t effect a core issue
    • Examples: Viewing a report or list screen and error message is displayed
  • Medium - More involved issues relating to how to use a particular function of the System
    • Examples: How to upload Users, how to assign training or set up their System
  • Low - Basic System use and feature requests
    • System access issues (username/password), feature requests and user interface issues

Status
Status refers to the state at which the ticket is currently in.
  • Open - This is the default status of a ticket when it comes into Support. And, they are probably the ones that immediately need your support team's attention. Every time a customer replies to a ticket that has a different status, its always moves back to open so that you can take a look at it again and fix any issues, if necessary.  
  • Pending - A ticket can be moved into pending when an agent has replied to a ticket and is waiting to get more information from them. By default, SLA timers are turned off for pending tickets because you don't want to face any violations when you are waiting on your customer. Sometimes, it can also be used with tickets that are on hold because of any third-party constraints that cannot be controlled by the support teams. 
  • Resolved - When your agents are reasonably sure that they have provided the right solution to a customer, they can mark it as resolved. Once they do, the ticket can remain with the same status until the custom confirms that his issue has been fixed, upon which the ticket can be marked as closed. 
  • Closed - A ticket gets closed when a requester acknowledges that his issue has indeed been resolved by the customer. However, even if the ticket has been marked as closed, it will move back into open if the customer replies to it again. 

Source
Source refers to the method from which the ticket was created.
  • Email - Will be pre-populated if the ticket was created via this method
  • Portal - Will be pre-populated if the ticket was created via this method
  • Phone - The Agent will need to select this option if the ticket inquiry came via phone
Any other options, such as "Forum", "Twitter", "Facebook", "Chat", "MobiHelp" or "Feedback Widget" can be ignored until we implement these support channels.
Type
Type refers to the nature of the inquiry. This choice will likely dictate whether the inquiry is escalated to another group within the Support team.
  • Question - Basic help desk inquiries about system use or access
  • Problem or Error Message - When the system is not working as designed
  • Feature Request - New requests for System functionality from customers
  • Business Inquiry - Should be assigned to the "Sales" group

Group
  • Development
  • Install Support
  • Product Management
  • Quality Assurance
  • RiskTool Advantage® Support Desk
  • Risk Utilities® & CyberEdge RiskTool Support Desk
  • Sales
  • Sentinel Support Desk
  • SERFF Data Hosting

Agent
Agents working tickets should assign the the new ticket to themselves as soon as they view the ticket details.
Company Name
The name of the company of the requester.  This is important information to gain that should be entered both on the ticket and in the requesters account as well.
Phone Number
The phone number of the requester.  This is important information to gain that should be entered both on the ticket and in the requesters account as well.
Service
The service in most cases should be pre-populated based on the email that was generated, or the form which was filled out.  If it was a phone inquiry this field may have to be completed.
Component
The component is a subset category of all the functionality our products offer.  Regardless of what the main product is the component field does not change, so you may see components that are not necessarily correlated to the product selected in the field above.  For some services, like SERFF, a component may not be necessary.  
Tags
Tags are terms that can be used to further categorize the ticket.  This is helpful for Agents when searching how old tickets were handled and makes the support system smarter.  Agents should use 4-5 terms that adequately describe the ticket when updating this portion of the Ticket Properties.