Setting up tickets involves configuring the workflow and handling 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:

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 as service-level agreements. Please contact sales@benbria.com directly for more details.

Workflow for tickets is based on configurable statuses which include a state (open/closed) and flags for enforcing root causes and resolutions.

The state of a ticket 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 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 are optional and help team members resolve problems when following up with customers.

In 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 financial implications.

Click the add button to create a new resolution:

Specify the name and description of the resolution:

SLAs are optional and help drive the expected response and resolution targets based on the priority of the ticket. You can also configure reminders and escalations to further support your team in meeting your organizations SLAs.

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:

Ticket Reminders are directly tied to the targets set in your Ticket Service-Level Agreement settings, if you do not have targets you will not be able to assign reminders.

All reminders are sent via email notification and can be configured to be sent before, at or after an SLA Target has been breached.

Click the Add Reminder button in the Ticket Service-Level Agreement settings to configure a reminder.

When creating a new reminder you will be prompted to select the specific SLA target (1), set a schedule (2), choose the location (3) and specify the recipients (4). Once complete select create to save the reminder.

Upon creation, reminders can be edited or deleted

Ticket Escalations, similar to reminders are directly tied to the targets set in your Ticket Service-Level Agreement settings, if you do not have targets you will not be able to assign Escalations.

Ticket Escalations will automatically reassign tickets under specified conditions and can be configured to be performed before, at or after a breach of an SLA target.

Click the Add Escalations button in the Ticket Service-Level Agreement settings to configure an escalation.

When creating a new escalation you will be prompted to select the specific SLA target (1), set a schedule (2), choose the location (3) and specify to who to assign (4) the escalation. Once complete select create to save the reminder.

Upon creation, escalations can be edited or deleted.

If you are a Loop account Administrator or Owner and are unable to locate your account Ticket Settings please reach out to our Support Team at support@benbria.com and we will do our best to assist!