This article briefly presents 7 automated actions often implemented at our clients to increase their service level and team productivity. This list also illustrates the flexibility and power of custom automated actions.

 

1. Mail to agent once a ticket has been assigned to him

Description:

  • As soon as you assign a ticket to an agent, he’ll be notified via e-mail 

Why it’s useful

  • Easier follow up by agent: he does not need to check the ticket list to see if he has a new ticket. Furthermore, by clicking on the link in the e-mail, he directly gets to the right ticket
  • Faster service through real time notification

How to set it up

  • No need to set up this action, it is activated by default on all accounts (but you can edit or delete it if needed) 7actions_1

2. Ticket requested since x days

Description:

  • As soon as a ticket stays in status requested for x days (1 day for instance), send an e-mail to the relevant people

Why it’s useful

  • Better service: a requested ticket will not remain unnoticed any more

How to set it up

  • See example below, where the action sends an e-mail to a given user (e.g. the Facility Manager) and  the agent on the ticket (if ticket has been assigned) 7actions_2

 

3. Ticket not read by supplier since x hours

Description:

  • When you transfer a ticket to a supplier, you’ll receive an automatic notification if he does not read the ticket within a certain time frame 

Why it’s useful

  • Faster service: you know in real time when your supplier is not reading your tickets quickly enough
  • Active follow up of SLAs with suppliers 

How to set it up

  • See example below, where the action sends an e-mail to a given user (e.g. the Facility Manager) and the agent on the ticket (if ticket has been assigned). Extra tip: you can even set up action by supplier, e.g. if SLAs differ between suppliers (see example below where e-mail is sent if supplier “Green Clean” has not read the ticket for 2 hours) 

7actions_3

4. Ticket still in status “Transferred” after x days

Description:

  • When you transfer a ticket to a supplier, you’ll receive an automatic notification if ticket has not changed status after x days
  • It complements action 3 described above. A ticket read fast by supplier but that then remains in status transferred will not be spotted by action3, but by action 4 

Why it’s useful

  • Better service through quick action: you know in real time when your supplier has not treated  your tickets quickly enough
  • Active follow up of SLAs with suppliers 

How to set it up

  • See example below, where the action sends an e-mail to a given user (e.g. the Facility Manager). Extra tip: you can even set up action by supplier, e.g. if SLAs differ between suppliers (see example below where e-mail is sent if ticket transferred to supplier “Handy Man” has not changed status after 2 days)  

7actions_4

5. Due date passed

Description:

  • Send a notification when due date is approaching or passed and if the ticket is not closed yet 

Why it’s useful

  • You know when there is a risk the ticket does not get solved on time 

How to set it up

  • See example below, where the action sends an e-mail to a given user (e.g. the Facility Manager) and the agent (if the ticket has been assigned). Note the action is only triggered on open tickets. 

7actions_5

6. Feedback given

Description:

  • Send a notification when a feedback has been provided by the requester upon resolution 

Why it’s useful

  • You are immediately informed of feedback from your staff (and can for instance contact requester if needed) 

How to set it up

  • See example below. You can of course also limit the action to positive or negative feedback 7actions_6

7. Automatically close a ticket x days after resolution

Description:

  • Some companies use the Resolved status (when a team member reports he/she has solved the issue) and the Closed status (when the FM confirms resolution)
  • You can automate this process by automatically closing resolved tickets after, let’s say, 2 days (the underlying assumption is that 2 days is long enough to re-open a ticket if needed) 

Why it’s useful

  • Higher productivity by automating a routine work 

How to set it up

  • See example below 7actions_7

 

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