Overview

Setting up tickets involves configuring the workflow and handling of tickets throughout their lifecycle. Acting on customer feedback and reporting on tickets from an action management perspective is core to any customer experience platform and program.

The following settings are currently available for tickets:

  • Statuses

  • Root Causes (optional)

  • Resolutions (optional)

  • Service-Level Agreements (optional)

Note: Tickets currently ship with the core platform as part of the new Loop 360 user experience. Some platform editions include advanced ticketing features such a service-level agreements. Please contact sales@benbria.com directly for more details.

Statuses

Workflow for tickets is based on configurable statuses which include state (open/closed) and flags for enforcing root causes and resolutions. The state of a ticket clearly identifies if a ticket has been handled or not while the status helps capture each unique step within the process from an outcome perspective. It is suggested that you start with only 2-3 statuses to get started. Statuses should be driven by your reporting requirements mainly and are fully reportable.

Click the add button to create a new status:

Specify the state and whether root causes and resolutions are required:

Root Causes (Optional)

Root causes are optional and help with retrospective analysis of tickets over a prolonged period of time. Root cause analysis helps a brand understand what problems may exist that require additional training or fixing as it relates to a product or service.

Click the add button to create a new root cause:

Specify the name and description of the root cause:

Resolutions (Optional)

Resolutions are optional and help team members resolve problems when following up with customers. In a some situations, resolutions are used to track the various ways that a brand will look to resolve a customer experience issue which may lead to downstream financials implications.

Click the add button to create a new resolution:

Specify the name and description of the resolution:

Service-Level Agreements (Optional)

SLAs are optional and help drive the expected response and resolution targets based on the priority of the ticket. When tickets are created, the response and resolution targets configured within the settings will be used to calculate the due dates for each ticket when it is created. An SLA includes response and resolution targets for each priority that is configured.

Click the edit button to configure the response and resolution targets for each priority:

Specify the response and resolution target in minutes for each priority:

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