New Ticketing System

The backbone of positive service management is an effective ticketing system that coordinates queries and questions, improves communication with the customer, helps optimize processes, and offers a user-friendly self-service portal.

The right choice of tool is of considerable importance. After a lengthy and thorough selection process, we decided in favor of a European provider who will be able to fulfill the requirements of our international business for the long-term future.

The Project

The new ticketing system has been up and running and received very positively by our partners and clients since the summer. The self-service portal is particularly popular as many tickets have already been registered via this channel since its launch.

Help Desk

The introduction of the ticketing system gives us time to revisit, scrutinize, and redesign our support processes. As a result, we have ­established a dedicated help desk that will take in new tickets, review, and allocate them to the right support staff or solve them immediately whenever possible.

Access

The self-service portal is available only for our customers, not their end users. An access hierarchy can be arranged on request. The standard procedure is that each customer can only access the tickets he or she has ­registered. With the next higher permission level, that access can be expanded to a specific site or an entire organization – you can always contact us with your requirements!

Your users can still send in their own queries by email or phone.

The portal can be used via a standard Internet browser. It has also been optimized for display on mobile devices.

Features

Following are the key features of the new ticketing system. For more information, please consult our help pages via the self-service portal.

Support Process

Every ticket passes through a defined process, during which its status will change as follows:

• 0 –  Registered. The ticket has been received, and the user is sent a confirmation.
• 1 – Qualified. The ticket has been processed by the helpdesk and assigned a level of priority.
• 2 – In Progress. The ticket has been taken over by a member of our support staff.
• 3 – Forwarded. The ticket has been ­forwarded to the relevant department.
• 4 – Waiting for Customer. The ticket is put on hold while the system waits for necessary information.
• 5 – Updated. The customer has changed the ticket.
• 6 – Waiting for 3rd Line. The support team waits for feedback from a specific department.
• 7 – Waiting for RfC. A Request for ­Change has been registered. The system ­reports whether this has been accepted or ­rejected.
• 8 – Solved. The solution has been provided by our support team.
• 9 – Closed. The ticket is closed after the solution has been confirmed or no more feedback has been received.

The customer is notified by email whenever the ticket changes its status.

Service Level Agreements (SLA)

SLAs are stored in the system and will be applied automatically when processing a ticket. We are committed to meeting all deadlines and will constantly monitor and optimize our services with this in mind.

Public Messages

The portal can publish messages for the user base. It can notify clients immediately of any major disruptions in the service and inform them about any actions that they could or should take.

Knowledge Base

The knowledge base is primarily a repository of troubleshooting and installation guidelines, although more content will be added over time. Whenever you book a ticket via the self-service portal, you will be given a selection of articles that fit your query. You can help us improve our services for you by rating the quality of the articles. 

Self-Service Portal

You can use the portal for the following purposes:

• Registering new tickets with automatic solutions from our knowledge base. 
• Uploading files. 
• Recording a reference number, e.g. from your own ticketing system, and a priority to match the defect type.
• Checking the ticket status and editing active tickets.
• Checking the expiry date, i.e. the time stamp for the processing of the ticket as defined by the SLA, or the expected time to a solution.
• Full search through all tickets and our knowledge base.
• Accessing the entire ticket history, ­including any attachments.
• Rating the service quality.
• Managing your personal profile.
• Accessing online help.
• Other special features on request.

Looking Ahead

By the end of the year, additional Wibu-Systems sites will be included in the new ticketing system.

 

KEYnote 34 – Edition Fall 2017