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Service Ticket- Video

Step 1: 

Create New Ticket

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  1. Once you are logged in, place your cursor on the “Service” Tab

    1. To create a NEW service ticket click on the drop down arrow and then click “New Ticket”

    2. To VIEW ALL service tickets, simply click on “Service”

Step 2: 

Enter a Ticket

Service tickets are created for issues that cannot be resolved within 24 hours

  1. Search Client that you will create the ticket for

  2. Select the corresponding line of business and Click NEXT

  1. The Customer/ Client should be the correct one that displays.

  2. Determine the Priority Level - High, Medium or Low

  3. Task type - choose the appropriate task type. ( This is important so that it will go to the correct dashboard monitoring)

  4. Policy# - paste/copy here the correct Policy number you took note in the client items.

  5. On the subject line you can type a small description on what the ticket is for

  6. Service Note is used to track every action taken to resolve the issue. Always put descriptive notes when updating a ticket. Put as much information or update. This is to ensure that anyone in the team who needs to take over can understand the issue right away.

  7. Due Date - state the date for the deadline of resolution for this ticket.

  8. Follow up Date - Enter a follow up date. 2-3 days between follow ups is ok (depending on the issue and urgency)

  9. You can add all necessary/ related forms and other files if needed. Please make sure to properly name the files for easier organization.

  10. Last Called on - If there has been phone communication with the client, please enter the date here.

  11.  Next called on - This is your PLANNED date to call the client and discuss or update him on this issue. 

  12. Assigned to - This is the person who must resolve this issue.

  13. Call Reminder - This feature will help you get a bell reminder inside the portal. Choose your reminder . if you put Phone call notes, this will appear on the calls to make section of the dashboard.

14. You can Enable the call reminder/ bell  feature here.

15. Phone call notes. You can input specific notes you got from the phone call.

16. You can send tickets to others by selecting the person from the dropdown

18. To send, click the “Save and Send” button. Otherwise, you can simply just Save. Once the issue is resolved, you may close the ticket.

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