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Problems and queries are the fundamental units for customer support in FTrack. Each time a customer reports a problem to your company asking for information or assistance, you will create or update a Trouble Ticket
The software provides a complete Trouble Ticket System that enables you to open, track, report on, and close problems or queries. By relating every ticket to a person, group, organization, opportunity, etc…, FTrack builds a complete problem history for every problem or query received and ensures that you have the information you need when you assist a customer.
Each problem reported and logged as trouble ticket is cataloged and assigned a severity / priority. Trouble Tickets are composed of a series of actions, which represent each interaction you have with a customer or each action that you take to resolve a customer's issue.
By relating every Ticket to a person, group, organization, etc…, FTrack provides you with complete problem histories and ensures that you have the information you need while you are still on the phone with a customer.
Trouble Tickets are assigned to Problem Queues. A Trouble Ticket queue is a storage place for problems that have not been assigned to a specific user. Many organizations take basic information from a caller, open a Ticket, and assign it to the next available user.
Your administrator defines the Trouble Tickets queue structure at your site and can specify the queues that you see by default. If you are in the software support group, for example, you may not need to see Tickets for the hardware group. You can have as many Ticket queues as you wish. FTrack makes it easy for you to track a Trouble Tickets's history and follow a Ticket from its initial entry into your system until the Ticket is closed.
When you open a Ticket, your system clock starts tracking the time; in other words, the meter is running.
There are different ways to add Trouble Tickets from the main menu:
| • | From the main menu: File>New>Trouble Ticket |
| • | From the main menu: File>Open>Trouble Tickets. FTrack will open the Trouble Tickets list window. The use the push button {New} |
| • | From the any of the following forms; Organization, Person, Service Request, Asset, Sales Order, form top menu: Actions>Add Trouble Ticket. |
| • | The Trouble Ticket "Code" is the only required field. |
| • | There are different ways to View and Edit existing Trouble Tickets: |
| • | From the main menu: File>Open>Trouble Ticket. FTrack will open the Trouble Tickets list form so the user can filter records using the standard procedures or edit any record doing double click on it |
| • | From the left tree view option panel: Doing double click on any of the following icons: Trouble Tickets or My Trouble Tickets. |
| • | From the any of the following forms; Organization, Person, Service Request, Asset, Sales Order, On tab Trouble Tickets, select one item and do double click on it |
To Delete existing Trouble Tickets, edit the one you want to remove and use top menu option: File>Delete.
The following figure shows an example of Trouble Ticket Details Form:
The information managed by this window is:
| • | Problem: The details of the problem or question. |
| • | Problem Code: Identification code for the problem generated by FTrack |
| • | Organization: Organization from which the problem was reported. |
| • | Contact: Person reporting the problem. |
| • | Summary: Short description of the problem |
| • | Description: Detailed description of the problem. |
| • | State: The state of the trouble ticket. It can be one of the following: |
| • | Severity: The severity of the problem reported. It can be one of the following: |
| • | Priority: The priority assigned to the trouble ticket. It can be one of the following: |
| • | Opened By: User who creates the trouble ticket. |
| • | Assigned To: User who is currently working to solve the trouble ticket |
| • | Department: Group to which the trouble ticket is assigned. |
| • | Solved: User who solve the trouble ticket. |
| • | Elapsed Time: Time spent since the trouble ticket is created until it is solved. |
| • | Asset: If the problem or question is related to an asset, the related information is displayed in this tab: |
| • | Asset: Asset name and code. |
| • | Serial number of the asset |
| • | Description: Detailed description of the problem. |
| • | Solution: This tab records information about the resolution of the problem. |
| • | Diagnostic: The diagnostic of the problem. See lookup tables for more information about how to manage diagnostics. |
| • | Description: Information about the resolution of the problem. |
| • | Keywords: List of words used to build a knolwdge base for future problem resolution search engines. |
| • | Actions: The list of actions performed during the life time of the trouble tickets. |
| • | Service Requests: List of service requests related to the trouble ticket. Doing double click on any of them, the related service request details form will be displayed. See Service Requests to find more information. |
| • | Documents: List of documents associated to the Trouble Ticket. By doing double click on any of them, FTrack will open the related document details form. See Document Management for more information. |
| • | Mails: List of all the mails sent to the contact person using FTrack. By doing double click on any of them, FTrack will open the related sales opportunity details form. See Mailing Management for more information. |
| • | Phone Calls: List of phone calls logged for the contact person. By doing double click on any of them, FTrack will open the related Phone call details form. See Phone Call Management for more information |
The actions that can be performed from the trouble ticket details form are:
| o | Organization: Ftrack will open the associated organization details form for the Trouble Ticket. |
| o | Contact: Ftrack will open the associated contact details form for the trouble ticket. |
| o | Auto Assign: Ftrack will assign the trouble ticket to the user executing the option. The ticket must be unassigned in order to use this option. |
| o | Dispatch: This option returns the ticket to the unassigned tickets queue. |
| o | Send: This option send the ticket to another department. |
| o | Add Action: This option records an event into the actions log associated to the trouble ticket. |
| o | Solve: When using this option, the ticket will be solved and the activity clock stopped. |
| o | Close: This option will archive the ticket. |
| o | Link to: This option associate the ticket to another FTrack object. It can be one of the following: |
| o | Add Service Request: This option generates a relation between the ticket and the desired service request. |
| o | Send Email: Ftrack will generate a new email for the trouble ticket. |
| o | Add Document: FTrack will add a new or existing document to the trouble ticket. |
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