Ticket Management in Firm App

This document provides a comprehensive overview of managing tickets in Firm App. It outlines the process of finding, assigning, and resolving tickets within the application. By following these steps, users can efficiently handle ticket workflows and ensure smooth communication across departments.

Step 1

Begin by locating tickets in Firm App. You will find the first set on your home screen's ticket board. This section displays unassigned tickets, which may belong to a department or group but have yet to be assigned to a specific individual.

Step 2

In the "Mine" column, you will see all tickets currently assigned to you. The "Waiting" column contains tickets sent back to the owner or requester for more information. You can choose to display the "Closed" column and additional columns to view the tickets you have resolved.

Step 3

To remove a column from view, simply click on its header, and it will be eliminated from the display.

Step 4

There are additional options available here.

Step 5

To view information in rows, you can select columns of information to be included, providing more detailed insights.

Step 6

The second area for ticket access is the ticket report section.

Step 7

In the ticket report section, you can search for tickets by criteria such as ticket number, status, owner name, or department affiliation. This section contains all the tickets accessible to you. Select a ticket, such as an email inquiry, to view its details.

Step 8

For demonstration purposes, the user is logged in as Heath Owens, an EPC representative. All incoming tickets for OR follow a unified action—the OR general ticket workflow.

Step 9

You can view the workflows assigned to you. If a ticket originated from an email, it will display the sender's information and their inquiry.

Step 10

In cases where the ticket includes a voicemail, you'll find a call recording and transcript. Use the dialog box to email and communicate directly with the ticket owner, or replace the owner's name to involve colleagues within EPC or VITAL for further discussion.

Step 11

You have the capability to change the status of incoming tickets.

Step 12

For example, you can request input from Jibb Accounting.

Step 13

You can categorize the ticket by type or department.

Step 14

EPC verifies identity according to VITAL's owner identity protocol by validating three out of five fields.

Step 15

Once verified, mark the account as "Saved" to confirm its validation.

Step 16

Associate a BA number with the owner's inquiry.

Step 17

Merge recent tickets when an owner has contacted about the same issue multiple times to prevent redundancy.

Step 18

To assign an action or involve someone at VITAL, add a new action using the plus sign.

Step 19

Assign a new action to Jibb Accounting.

Step 20

The action is now directed to Jibb Accounting.

Step 21

Mark the action as "Done" and compose a message if necessary.

Step 22

Write a communication to Jibb Accounting, such as "Please assist with this issue," in the designated dialog box.

Step 23

Scrolling down reveals segments displaying all steps taken to manage the ticket thus far.

Step 24

Consider marking segments as internal-only or visible to the owner, depending on your preference.

Step 25

Each segment can be customized for internal or external visibility.

Step 26

Log in as Andy Admin.

Step 27

Andy works at VITAL within the Jibb Accounting group.

Step 28

While logged in as Andy Admin, you can view specific tickets and change the ticket board view.

Step 29

Identify that the Jibb Accounting group has been assigned a question.

Step 30

Proceed to assign the ticket to yourself.

Step 31

Observe that the ticket now appears in the "Mine" column.

Step 32

Upon opening the ticket, two actions are visible. The OR general ticket action is unassigned, while the second action is assigned to you. Follow the given instructions, which may involve responding, or adding documents or attachments.

Step 33

Upon completing a task, mark it as closed.

Step 34

Add an internal note as needed.

Step 35

Once the second action assigned to Jibb Accounting is closed, note that the ticket remains open due to pending actions.

Step 36

Switch back to Heath on the EPC side.

Step 37

Recognize that Jibb Accounting has completed an action. Assign the ticket to yourself.

Step 38

When replying to the owner, choose to keep the status open if further information is needed. Assign responsibility to the requester, moving the ticket to the "Waiting" column. Otherwise, simply close the ticket upon reply.

Step 39

Respond with a message like, "Thanks. This is complete."

Step 40

Upon reply, the ticket and all associated actions are marked as closed, signifying resolution.

Step 41

If the owner replies to the closure email, the OR general ticket workflow reopens, allowing continued communication until re-closure. In summary, tickets can be found on your ticket board or in the ticket report. Follow the outlined steps to manage, assign, perform, and close actions efficiently.