Procedures for making a new ticket using the ticket fields.
How to use Comm Data to make a fast ticket.
This is how you make a FAST TICKET using the Alt / Tab to switch from Comm Data to FreshDesk
and using copy and paste to get the ticket made so the client’s issues can be addressed.
Requester*
Type in the Community Name or the Community number and it will auto fill the correct Community Name for you.
Status*
Types of Tickets Status
- Open – Default State of the ticket and you must change it to Pending status
- Pending – This is the state the ticket will remain in as the ticket is worked until the issue is resolved.
- Resolved – Select Resolved to indicate that an Agent has finished working on the ticket.
- Closed – Closed State is only selected by QA after a 24 hour period has passed. QA is the only Agent Group that can close a ticket.
Opening Agent*
- Tier One – is the initial support level responsible for basic customer issues.
- Tier Two – is a more in-depth technical support level than Tier One
- Tier Three – is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems.
- Quality Assurance Agent – Assist in the completion or additional evaluations when needed.
- Project Management – Large project management.
Subject*
This field must include the following information:
- Name of the person is reporting the issue
- What the issue is being reported as
- Your initials must follow the subject
Type
This is the overall selection of the type of ticket you are making.
Select appropriate type of ticket.
- Trouble Ticket
- Move-Add-Change
- Account Inquiry
You will then move to a more descriptive selection below this drop down.
AI Tickets
Select “AI Ticket Not Applicable” if you are not working on an AI Ticket.
AI Tickets have three parts to them:
- AI Tickets (example – AI Tickets Inquiry)
- AI Request (example – Inquiry – Account Billing Error)
- AI Remedy (example) – (Corrected Account Billing Error. Posted credits. Closing ticket.)
MACD Tickets
Select “MACD Ticket Not Applicable” if you are not working on an MACD Ticket.
MACD Ticket has three parts to them:
- MACD Tickets (example – CATV – Cable TV, Move)
- MACD Request (example – Move an existing service – CATV – Cable TV)
- MACD Remedy (example – Completed changes within system(s). Closing ticket.)
Trouble Tickets
Select “TT Ticket Not Applicable” if you are not working on a Trouble Ticket.
TT or Trouble Ticket has three parts to it.
- TT Reported Problem – (example – CATV – Reception, Poor, All channels)
- TT Root Cause – (example – Service – CATV, Outside Line)
- TT Remedy – (example – Power cycled modem. CATV service functioning properly. Closing Ticket)
Description*
This is the place you will enter the very first notes regarding the issue.
Reported By First and Last Name
The clients First and Last name is very important and must be gathered in the ticket.
Reported by E-Mail Address
The client’s email address is very important and must be gathered in the ticket.
Reported by Cell Phone #
The client’s cell phone is very important and must be gathered in the ticket (this might be the only way to communicate with the client if the phones and internet is down.
Group*
CEG Support Team – This is the team that is responsible for the bulk of the work that Help Desk does.
Project Management – Is the individual that works on long term projects.
Agent*
Select what Agent group you are in.
- Tier One
- Tier Two Support and Provisioning
- Tier Three Support and NIM
- Project Management
Company Name*
Select the company the client is calling from or about.
Resolving Agent
Please select your Agent Group when you “Resolve a Ticket”
Priority*
Use this to indicate what type of urgency you are placing on the ticket.
Priority should never be left in it’s default state as Low.
Resolution Notes
This is a place you will put notes regarding new Ticket Keys.