Ticket System [OT]

[Patrick M]

Jonathan Hutchins wrote:

> <>Patric, you give some details on things like how you want buttons to 
> respond,
> but no overview on what you're tracking.
>
> You say you have 400 clients and are tracking "system problems" and 
> "customer
> complaints".
>
> <>What service are you providing? Are you supporting a software 
> product? Are
> you the help desk for a corporation, handling all support for diverse
> departments?

At this time we are handling our own problems. We provide phone services 
like voice mail voice mail and/or customer service.
Who knows where we will go with this in the future.

> <>If you're providing general hardware support, how common is the 
> hardware
> platform you're supporting?
>
no not really hardware support, just how to use voice mail. or how to 
forward the phone, or service complaints

>If you're supporting software, are you responsible for the entire software 
>install on numerous PC's, or only the performance of one application?
>
>Do "customer complaints" involve system problems, ordering problems, 
>unsatisfactory merchandise, unsatisfactory service or support?
>
>  
>
Its not real/hard asset based, but rather client based the issues would 
be along the line of service, account changes, or some support. When you 
ask this I start thinking of more things that we would be able to 
migrate to the system, and how rather than just using it a little we 
would use it a lot.

Most of the issues would be. I would like to change my voice mail 
greeting, or the CSR got a wrong phone/credit card number. They were 
rude, etc. Phone is not rolling over properly (this one could be a help 
desk type of system.)

Currently we have a computer system that we would still be using with 
the help desk system. Our system provides cards in a menu for short bits 
of information i.e. how to forward your phone, how to blah.

>What do you hope to get OUT of the tracking system?  Do you just need to have 
>opened and closed dates for tickets?  Do you need to have a routing system to 
>assign them to appropriate technicians and departments?  Are you hoping to 
>mine the data for common problems to allow you to pool solutions rather than 
>rediscover them each time a problem occurs?
>
>  
>
-Produce a ticket number
-Display Highest priority problems up prominently
-Be able to add message information
-Emailing to the client is not necessary, and it would almost be easier 
to use a phone number since most of our clients contact us via the phone.
-Make sure tickets don't sit there a long time without being addressed 
(one business day it needs to be assigned and at least one note added) 
or it goes to the top of the list.
-email a report of calls: new, outstanding, high priority/ignored, etc.
-page urgent calls (any call upon request)
-We don't get too many calls that would be 'rediscover', it would mostly 
be music on hold not working. Or static on the line have a tech look at it.

>You could knock a basic ticket database together in about fifteen minutes with 
>MySQL and PHP.
>  
>
I was debating this, but figured it would be "too basic"