The Trouble Ticket Module provides companies with an effective, efficient, interactive resolution system for distributor reported issues.
Configuration of Trouble Tickets
Create a New Trouble Ticket Category
Trouble Ticket functionality is based on configurations setup within the Trouble Ticket interface in the es100.
es100 >Company Tab
Click “Trouble Tickets”
Click on “Trouble Ticket Categories”
The Trouble Ticket Categories interface will display any categories that have been setup. It will also indicate which categories are currently enabled, a link to the fields configured for trouble tickets of each category, an edit option and an “Add” button to configure a new category.
Click “Fields”
Click “Add”
Each field type allows corporate to determine the name, type, display order, requirement and whether the field is enabled or not.
Textbox – allows user free entry for single line text box
TextArea – allows user free entry for multi-line text box
ProductID Textbox – allows user free entry for the productID they are inquiring for
Checkbox – allows user to check if a applicable
DropDownList – allows user to select among options enabled in a dropdown. When a DropDownList field is created, it will allow corporate to also configure the Options within the dropdown via a linkable “Options” button that will redirect the user to the Options setup.
Image Upload – allows user to upload images associated with their inquiry
Display Order – starting with 0 and increment, corporate can configure the specific order in which each field should display for user entry. The lower the display order number, the higher the field will be displayed, in descending order to the highest number.
Required – by checking the required checkbox, corporate can make this field a required input for a Trouble Ticket issuer (distributor), not allowing them to submit their trouble ticket unless this field is completed.
Enabled – by checking the required checkbox, corporate can make this field display for a Trouble Ticket issuer (distributor). If the field is not enabled, it will be saved in the system, but not visible on the trouble ticket.
Trouble Ticket Statuses
The final configuration for Trouble Tickets is the ability to create statuses that will be used by the company and view-able by distributors in the Extranet.
es100 >Company Tab>Trouble Tickets>Trouble Ticket Statuses
The company can create a new status via the “Add” feature. The company determines the status name, whether or not it is enabled, and also has the ability to edit the status.
Trouble Ticket Consultant Interface
Create a new Trouble Ticket
After the company has completed the Trouble Ticket configuration and enabled the desired categories, distributors will be able to submit Trouble Tickets from their Extranets.
Extranet >My Account >Trouble Tickets
Within the Trouble Tickets sub-menu, distributors have the ability to submit new Trouble Tickets or review those that were previously submitted.
If a distributor selects to create a new Trouble Ticket, the user will have the ability to select the Trouble Ticket Type (which is a dropdown list of all enabled Categories), enter an associated Order# (optional) and include an Issue Title within a free form, single line textbox:
Reps will fill in the requested information:
First Name
Last Name
Phone
Comments
The Trouble Ticket Type selection drives the fields that will appear according to the category setup:
As you can see in the above example Trouble Ticket, the (Category) Trouble Ticket includes fields a Text Area and Image Upload.
The user can then also “Add Another Issue” to this Trouble Ticket which allows the distributor to tie multiple Trouble Tickets to a single Order#
NOTE: The user will need to enter an Order# associated with the Trouble Ticket as each will have a unique Ticket#).
The user will then select “Finalize Ticket” which will submit their ticket to the company and create a record of it in their Extranet.
Distributor Review of Submitted Trouble Tickets
Extranet>My Account>Trouble Tickets
Distributors will have a dashboard interface within their Extranet that allows them to view all previously submitted Trouble Tickets.
Click “View Tickets”
This interface allows consultants to search for specific Trouble Tickets based on a date range, status or a specific Order#.
Once the distributor has input their specified search criteria, the results will display a set of Trouble Ticket information points that provide the consultant a concise overview of where each ticket currently stands. The information for each ticket includes the unique Ticket#, the date the ticket was created, the current status of the ticket, the category, the description of the ticket, any responses from the company, the associated Order# (if applicable) and the most recent date the ticket was updated.
If there is an associated Order# entered for the ticket, this number will be linked to the order invoice.
Trouble Ticket Company Review & Updates
Reviewing Open Trouble Tickets
es100>Company>Trouble Tickets
Click on “Trouble Tickets”
This interface includes the ability for the company to pull Trouble Tickets based on the following search criteria.
Begin / End Date – basic date search on the creation date of the trouble ticket
Statuses – allows corporate to search for trouble tickets based on specific statuses
Order# – allows corporate to search for trouble tickets based on a specific Order#
Rep# – allows corporate to search for trouble tickets based on a specific Rep#
Assigned User – allows corporate to search for trouble tickets based on a specific User – users are generated from in the es100 under Security
Categories – allows corporate to search for trouble tickets based on specific categories
Once the user has indicated their desired search criteria, they can then select to “Search” which will return the Trouble Tickets that match the input criteria.
The resulting Trouble Tickets dashboard provides a snapshot of the relevant data for each Trouble Ticket identified in the search.
Assigned User – indicates the specific es100 User (users are generated from the es100 > Security > Users) the trouble ticket is currently assigned to
Description – provides the subject description the Consultant entered for their trouble ticket
Date Created – indicates the date the ticket was created by the Consultant
Status – indicates the current status assigned (by corporate) of the trouble ticket
Category – indicates the specific category the trouble ticket was submitted with by the Consultant
Subject Type – indicates the subject type (Distributor) who issued the trouble ticket
Subject# – reflects the Consultant ID # that opened the trouble ticket
Subject Name – reflects the name of the Consultant who opened the trouble ticket (linkable to the consultants es100 distributor detail page)
Order # – indicates any referencing Order# associated with the trouble ticket (if supplied by Consultant)
Details – when selected, opens a popup modal page for corporate use to view the trouble ticket details, provide updates (via the Note field) to consultants & change the ticket status (i.e. close)
Updating a Trouble Ticket
Once the desired Trouble Ticket is located and the user selects the “Details” link, they now have the ability to review the ticket details, provide feedback to the distributor and update the ticket status.
The company can utilize the following fields within this interface to update Trouble Tickets:
Status – dropdown that is populated with all enabled trouble ticket statuses allowing the corporate user to change the status as a trouble ticket is processed & resolved
Assigned User – dropdown that is populated with all enabled es100 users that the corporate user has available to assign the trouble ticket to for resolving
Note – free form textbox that allows the corporate user to enter notes regarding the trouble ticket resolution that will display to the Consultant in their extranet
Update – by selecting the update button, the corporate user can save all changes made to the trouble ticket which will also display for the Consultant in their extranet
Images – if a trouble ticket was submitted with images, these images will appear as links (via the name of the image) along the bottom of the trouble ticket details popup for corporate users to review
Trouble Ticket – Start to Finish
An example of a trouble ticket making its way through a full life cycle:
1. A distributor receives their order and one of the items in the order is broken upon arrival. In this scenario, the distributor would log into their Extranet and create a Trouble Ticket for the specified category, provide full details including a description of the issue, the order number and images of the broken item, then submit the ticket to the company.
2. During routine ticket monitoring, the new ticket submitted would be identified and assigned to the appropriate corporate team member. A specific status would also be assigned to the ticket.
3. The corporate team member handling the ticket would review the submitted details, images, etc. and provide an update to the distributor.
4. When the ticket has been resolved the corporate team member handling the ticket would provide any additional updates to the distributor and finally change the ticket status to “Closed”.
5. The distributor would see the ticket status as closed and be able to review the response from the corporate office.