Two core concepts: Ticket status and Groups of users
1. Ticket status
When an employee makes a service request, it takes the form of a ticket. The ticket status reflects progress in resolving the problem.
Here is a brief summary of the different statuses:
- When a ticket is first submitted by an employee, its status is “Requested”.
- Once a member of the Office Management team has reviewed and approved it, its status changes to “Qualified”.
- If the ticket needs to be sent to a supplier (external subcontractor), its status is “Transferred”.
- After the supplier has worked on the issue, ticket is marked as “Executed”.
- Finally, the ticket can be classified as “Resolved” and/or “Closed” by a member of the Office Management team. Some companies use only one of these; others require two levels of validation (e.g., Reception can classify a ticket as “Resolved”, but only a Facility Manager can classify it as “Closed”).
Not all statuses need to be used by your company. Some companies might use only two: “Requested” and “Closed”.
2. Groups of users
Different users require different rights, which is where groups of users come in. There are three groups that you can customize to fit your individual business process.
For example, a “normal” employee will only be able to request and view his own tickets, while an Admin will be able to change the status of a ticket and configure the account.
Utilizing these two concepts, you can design your desired process and then execute it through Proxyclick.
Below is an example of a workflow process, with statuses as the horizontal axis and user groups as the vertical axis:
In this example:
- Employees are only able to request a ticket and see the progress of their tickets.
- They are assigned to group “All”, which by default includes only limited rights.
- The Facility Manager screens the requested tickets and classifies them as “Qualified” once he or she has completed them (indicated priority and category) and assigned them to a member of the team (the Agent).
- The Facility Manager is in the “Administrator” group and has full rights.
- Facility Team members classify tickets as “Resolved” when the problem is taken care of. This may be after they or an external contractor has worked on the ticket. If an external contractor was involved, the ticket was first “Transferred” and then “Executed”.
- Facility Team members are in the “Agent” group and can do everything except close tickets.
Once you have designed your process (based on “Groups of users” and “Statuses”), you can configure your account.
And don’t forget, you can always contact us for help or advice!