Ticket Process
The ticket process covers the handling of service and maintenance tickets and complaints, starting from the initial contact with a customer through qualifying the problem, performing on-site service and generating a report of the work performed.
Depending on the type of ticket, the process is either independent or started from another record, >> Starting the Ticket Process.
The ticket process consists of the following phases:
|
Phase |
Ticket Status |
Phase Tasks |
Conditions for Moving to the Next Phase |
|---|---|---|---|
|
1. Create |
Open |
Enter basic information Claims inherit data from offers/orders Service tickets inherit data from service contracts/installed bases |
An e-mail has been sent to the customer The Qualify Ticket button has been clicked (proceeds to phase 2) |
|
2. Qualify |
Qualify |
Maintenance and service tickets: enter the necessary spare parts Service tickets: create a service offer Claims: Enter the offers, orders and items that are affected |
Service tickets: A service contract has been created The Ticket Qualified button has been clicked (proceeds to phase 3) |
|
3. Dispatching |
Dispatching Declined |
Maintenance and service tickets: a rep distributes the tickets to service technicians, either directly or using the dispatching dashboard Claims: Employees may need to be sent to the customer to verify the damage (assigned manually). |
Once the ticket has been assigned to a rep, the process proceeds to phase 4 |
|
4. Wait for Solution |
Allocated Accepted |
Accept or decline the ticket Once the processing of the ticket has begun, its status is set to "In Progress" |
Once Accept Ticket and Ticket in Progress have been clicked, the ticket proceeds to phase 5 If Decline Ticket is clicked, the ticket returns to phase 3 |
|
5. Solution |
In Progress |
Process the ticket (on-site service, find a solution etc.) Enter the solution Claims: Enter the actual damage |
A solution has been entered The Ticket solved button has been clicked (proceeds to phase 6) |
|
6. Completion Check |
Completed |
Verify the ticket and close it (e.g. by accounting or another internal department) |
The Close Ticket button has been clicked (proceeds to phase 7) |
|
7. Closed |
Closed |
The ticket remains in this phase unless it is reopened. |
The Reopen Ticket button has been clicked (returns to phase 2) |