5 Replies Latest reply on May 17, 2017 2:19 PM by drwho17

    Create Ticket from Client view

    drwho17

      Is there any way to create a ticket out of the Client view as a technician via the web interface. We just starting using the system and a few of the techs have remarked that it may improve their efficiency as they are instructed to first lookup the client in the system before starting a ticket. Can I add a link or is there something I'm missing that allows them to start a ticket from the Client view without having to leave the client view and relookup the client info?

        • Re: Create Ticket from Client view
          adam.rohde

          If the technician logins are linked with a client login, then they can switch back and forth by clicking on the blue icon in the top-right corner of the window.

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          • Re: Create Ticket from Client view
            typhoon87

            lets confirm what you are looking to do. Techs will open tickets on users behalfs or techs will open tickets for themselves. If the former Adam's idea will not work. That would case the tech to show up as the client.

             

             

            Why are users not submitting tickets themselves?

              • Re: Create Ticket from Client view
                drwho17

                This is a tech submitting a ticket for a Client. At this time we don't allow client login, we use this internally only.

                 

                What would be ideal would be a "quick ticket" type button or something when the tech is looking at a Client record, so they don't have to leave the Client view to move to the ticket view.

                  • Re: Create Ticket from Client view
                    typhoon87

                    Techs should not be creating tickets from the client record under the "clients" button. From the tech side the best way to open a ticket on behalf of a user is go to "My Tickets" then click "New Ticket" then search for the user on the client lookup tab, then go to the ticket details tab to fill out the information.

                      • Re: Create Ticket from Client view
                        drwho17

                        Of course that is the way they are doing it now, but it is inneficient, having to leave the Client record after they have looked up the client and having to do it again.

                         

                        There is no reason there could not be a quick ticket button under the Client record, once it is determined a TT needs to be opened for the customer depending on their problem, that is what I am looking for.

                         

                        Having to go to a different interface and redo the client/customer lookup is an extra step that is not necessary, we have 10000+ clients, a quick ticket button on the client record would save a few steps for our techs and limiting phone time/tech support time per call is part of the efficiency gains we are looking to with the implementation of this system.

                         

                        All our customer information is pre-populated into our system as client records, all tickets are tied to an existing client record.