Tickets

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Tickets

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Introduction

Welcome to tickets! This is our new way for direct communications with our Support Team without having to leave Radiotraffic. Using tickets is easy so let's get started. From the Dashboard go to the Feedback Menu and select Tickets.

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File Menu

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File


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View


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Columns

Columns in Tickets allows you to modify the tickets window to your preferences. This feature can be accessed by right clicking the columns and selecting Column Chooser.

For more details on using Column Chooser, please see MyViews.

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Default Columns


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Hidden Columns


New Button-Click to start a new ticket

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Tickets on Dashboard

We have made it easier to identify tickets that require your attention. The Ticket box has become larger with some information already there for you to read:

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By clicking on the larger box, your ticket will open, and you will have the ability to reply or close the ticket much quicker and easier than before.

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Ticket

A new ticket form will pop up.

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The New ticket window contains two main regions of information; on the left side is the summary/detail of the ticket and the right side contains extra and current status information.

Summary/Detail

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Extra/Status

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CC - We give you hints to how you need to enter a ticket but I will add that if you have multiple issues please enter each one as it's own ticket due to the fact that it gives us a chance to handle each matter separately. Also if you finish a ticket please don't reopen a closed ticket and add new comments, as it will confuse things and slow down the process of handling your issues.

At this point you can send Customer Service the ticket, with clicking the O.K. button.

If you want to add additional information or an attachment you click the Apply button. When you click the apply button another box at will appear.

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Comments

Comments allows you to add to the conversation. To add a comment please select New Comment button.

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Attachments

Click on the Attachment tab.

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To add an attachment click on Add Attachment button.

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This will open up a Windows file folder and you can at this point add the file you want to the ticket.

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When the attachment is uploaded you will see the name of the file under Name tab. You will see a time stamp with a date and time under the Created tab.

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Send

To submit your ticket please click on OK and the ticket will be passed to us and someone at RT will review and respond to it. Once we finished with it we will Resolve it and send it back to you.

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Notification

When we Resolve a ticket it will show up on your Dashboard.

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Click on the notification on the Dashboard and it will open up the ticket.

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Review

You can review all existing tickets (past and present) by either clicking on a ticket notification on your Dashboard (if there is one) or using Feedback main menu Tickets entry...

In the Ticket window is the Filter tab.

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Under Filter you have a left and right sections. The right box marked tickets list a complete list of all the tickets you have created.

The left is the filter with two regions. The first region contains:


Then another region containing:


Finally the Filter button which you click after you have selected any and all parameters you want to use. The new list will show up in the right hand box. If nothing shows up you may want to change or drop some of the parameters you may have chosen.



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Loop others into a Ticket

This is the ability to add co-workers onto a ticket, so that multiple people in your organization can interact with one persons ticket:

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In the center bar is a new button "Notifications" this button opens up a new window in the lower half that lets you pick one or more people to add to this ticket. When you add someone they will now be able to see and respond in the ticket and both/all of you will be able to follow along with the dialog.



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Print Ticket

This is the ability to print tickets. You can now print and share a fix to a issue with a co-worker. You can now save a reoccurring issue with a walkthrough response. You can now hand off a response from Radio Traffic to a superior that wanted a question asked.

Under File in the Main Menu is Print and Print Preview tabs:

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This printout will show all of the important information including the comments:

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EC With the print preview feature you can open the entire ticket in another page and look at it in a different and separate setting.


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History

Under the History tab are 5 columns:

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This will show you all of the actions given to an individual ticket. From its beginning through Customer Service and back to you, or back and forth from you to Customer Service on a longer of more difficult issue.

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Closing the loop

Tickets open on your end that Costumer Service has responded to, you will see that you have a number by your name in the ticket window.

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Click on the ticket.

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The last comment that was made and will pop up when you entered the ticket. At this point if you are happy with the results then you can close the last comment ticket and hit the yellow bar and it will close the ticket.



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Reply

IF YOU ARE NOT HAPPY please do not tap on the yellow bar; instead add an additional comment with any additional details that are relevant to the issue so that we can continue the conversation until you are satisfied with the result.

Close out the latest comment notice (window) and click on the New Comment button to reply back with additional details.

Once you press the OK button, the ticket will automatically be placed back in to the RT ticket queue (unassigned) for review/response.

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FAQ

What does it mean when the ticket is assigned to unassigned?

This is what represents the RT customer service ticket queue; at this point, someone in customer service will review the ticket in order to assess if they can assist in resolving the issue or redirect it to someone else who can. Once either of these has been determined, the ticket will be assigned accordingly.

When I get ticket that is set to resolved / inconclusive' but it isn't "resolved".

Our customer service will set a ticket as being "resolved", "inconclusive" any time that there isn't anything else that we can do with the ticket given the current information and/or situation. Most of the time, the reason for it being set this way will be included as the latest comment in the ticket. If you are able to add additional information (as requested), the ticket can be reactivated (by simply adding a new comment) and the wheels can then move forward again. In other words, "inconclusive" means that we are at a dead-end without any further information being provided.

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