Summary
Covers optional ticketing tools such as service level agreements, task templates, workflows, and surveys.
Body
Overview
Advanced ticketing is the complement to the "ticketing essentials" module. Whereas ticketing essentials covers required configuration, advanced ticketing includes many optional ticketing tools such as service level agreements, task templates, workflows, and surveys.
Transcript
The Advanced Ticketing module covers using the TDAdmin interface for features such as using automation rules to execute actions upon ticket creation, creating workflows to take a ticket through a structured set of steps, and setting up ticket and task templates for common items. You will also discuss making changes to your notification templates, such as adding template tags to automatically insert text into your emails. You'll also learn to create response templates to be used for canned text when replying to tickets. You will also see how to set up email monitors to create tickets and build surveys to gather feedback on closed tickets.
Advanced Ticketing "Sub-modules"
| Sub-Module |
Description |
| Automation rules |
Change tickets on ticket creation based on matching criteria. For example: set ticket responsibility, priority, SLA, or workflow. |
| Bomgar integration |
Link a ticketing application to Bomgar, for ticket creation and/or ticket updates. For ticket creation, you can generate a link that connects users to your Bomgar support queue via the TeamDynamix client portal, which creates a ticket. For ticket updates, technicians get an action to generate Bomgar support sessions. In either case, a summary of the Bomgar session is attached to the ticket. |
| Contacts and client portal visibility |
Control who can see tickets via the client portal. |
| Email monitors |
Create tickets from email. |
| Notification Templates |
Customize the TeamDynamix notifications and/or notification footers. |
| Protected Attributes |
Ticket attributes where visibility and editing can be audited and controlled. |
| Response Templates |
Create canned responses that technicians can use when updating tickets. |
| Scheduled Tickets |
Schedule tickets to be created periodically. |
| Service level agreements |
Define and monitor service levels for response time and/or resolution time. |
| Source code control |
Relate source code changes to tickets. |
| Surveys |
Create ticketing surveys that attach to closed and/or cancelled tickets based on criteria you define. |
| Task templates |
Create sets of tasks that can be added to tickets on ticket creation or as identified by a technician. |
| Telephone integration |
Use telephone search URLs to pull up tickets by a phone number. |
| Workflows |
Create a structured set of workflow stages and steps, including approvals and tasks. |
| Web service methods |
Add web service calls to workflows for advanced automation and integration options. |
TeamDynamix components
- TDAdmin
- Applications > [Ticketing application]
- TDNext
Implementation risks
This section describes module-specific issues that may affect how quickly you can implement this module.
- Web service methods can take a while to build and test.
- Workflows can become very complex depending on the number and complexity.
- Bomgar integration is usually straightforward but there can be a lead time to involve the Bomgar administrator.
- Reviewing notification templates can take a while, especially if the organization would like to customize notification templates.
Examples
- Creating a Bomgar link on the client portal that creates a TeamDynamix ticket while also starting a Bomgar session.
- Building a workflow to require approval from the manager of the Acct/Dept for a ticket.
- Automatically attaching a task template for the steps required to implement a ticket.
- Sending out surveys to 10% of ticket requestors when their ticket is closed.
- Monitoring and receiving alerts for when a ticket is going to violate its service level agreement.
See also