1-541-955-6900

success@visp.net

Login

Documentation Series

Learn About VISP App Dashboard

Help Documentations / Service Desk / Add or Edit Ticket Types

Add or Edit Ticket Types

To add or edit the Ticket Types or templates added in VISP

        1. Go to the menu.
        2. Click on CRM.
        3. Go to Ticket Types
        4. Select a Ticket Type or Click on Add to create a new one.
        5. Add a label in the Ticket Type field.

          Setting up Your Ticket Type
        6. Add a summary.
        7. Once the CRM feature is available, you can add team members with specific Skillsets for a ticket type. At the moment, you can skip this step.
        8. This field is for your ticket description. You can add bulleted or numbered lists of instructions for your technicians or team members on the field.
        9. The Appointment Duration shows how long the activity related to the ticket is to be completed, once scheduled. An installation can take 1-3 hours depending on the type and requirements (standard vs. non-standard installation).
        10. In the Ticket Update requirements, you can enable the toggle to see the links where you can enter Tasks or Custom fields. Disable the toggle again, so the Tasks or Custom fields added are not required, to close or resolve the ticket.
        11. You may require Attachments and Signatures to be added, as well as followers on a ticket, for the team to close it.
        12. You may require schedules to be added to a ticket and queue unscheduled tickets for your available technicians.
        13. You may select from the available list here items that can be included in your notifications to the customer.
        14. Ticket notes can also be included when printing the ticket or as part of the Subscriber Summary report.
        15. Click on Alerts to set or schedule triggered Alerts to be added to a subscriber account, when the specific ticket type is selected.
        16. The options for this ticket type when integrated with Facebook Manager will be explained in a separate video.
        17. Save your work when done.

       

For more information about this and all other features in VISP, reach out to your VISP Client Success team today.

1. Send Service Ticket Emails

To send email notifications or replies to your customers’ service tickets, first enable the Email option in the Messaging Service. Click on the Pencil icon and toggle Enable Email In the Email From Options field, enter an email address following this format:…

2. Ticket Types

For UBO or desktop (Java) version, refer to this link. Creating templates for common types of service calls can streamline the time it takes to create and resolve tickets for your subscribers. Here’s how to add a new Ticket Type: Go to Main Menu > Ticket Types….

3. Create and Schedule a Ticket

You can create a new ticket by opening a subscriber profile and clicking on the plus sign in the Tickets section or by clicking on the plus sign in the upper right corner of the window. Here’s how to create a new ticket: Type: Select a ticket an available ticket…

7. Service Desk

It’s no secret: subscribers love customer service that’s fast and efficient. But there’s always that big question of exactly how you can provide excellent customer service without getting frazzled or having to spend a ton. With the Service Desk feature, it’s…

8. Parts of a Ticket

To add tickets to a customer, follow these steps: Click on the plus sign In the Subscriber field, type the ID or name, email, or phone number of the customer. Alternatively, you can go to the subscriber’s list Select a subscriber. Click on the plus sign in the Tickets…

9. Add or Edit Ticket Types

To add or edit the Ticket Types or templates added in VISP Go to the menu. Click on CRM. Go to Ticket Types Select a Ticket Type or Click on Add to create a new one. Add a label in the Ticket Type field. Setting up Your Ticket Type Add a summary. Once the CRM feature…
?