Mastering Ticket Management In Supportbench

Marcel Gravelle

20-Aug-2024

Mastering Ticket Management in Supportbench

Efficient ticket management is crucial for delivering outstanding customer support and maintaining high levels of customer satisfaction. Supportbench provides a powerful set of tools to help you manage tickets effectively, from creation to resolution. In this article, we’ll explore the key features of Supportbench’s ticket management system, including ticket creation, automated ticket routing, ticket tracking, collaboration tools, and reporting. At supportbench, we refer to tickets as “cases” because we believe each one is a project. The first thing you should know about tickets in supportbench is that we refer to them as cases, because we believe each is their own project!

Ticket Tracking

Tracking and managing tickets throughout their lifecycle is essential for providing effective support and maintaining accountability.

Ticket Status Updates
Keep track of the status of each ticket to ensure timely resolutions.

1. Create a new status by Navigating to Configuration > Cases > States > New State.
   
   
    
2. Navigate to your Case List.
3. Click on the Case list cog, then defaults, and set “Status” as the default grouping (you can also select issue,or whatever is most important to you).
   
   
    
4. Now, you’ll see your tickets grouped by status.
   
   
    
5. Manually change a ticket status by clicking the ticket checkmark, and selecting “Set Status”.
6. Have ticket states automatically update by navigating to Configuration > Workflows > New Workflow.
7. Give your workflow a name, then navigate to rules.
   
   
    
8. For the “What would you like this to apply to” field, select Cases. Then, select On updating for “When is this workflow run”.
   
   
    
9. Scroll down and select Activity types are for the “Conditionals: When atleast one rule matches for the workflow to run”.
10. Select “Email – Inbound” and “Community comment” in the drop down.
    
    
     
11. Select “Update status” and Active in the “Actions: What to do when rules are hit” field.

Activity and Audit Logs
Maintain a detailed log of all activities related to a ticket.

1. Open any ticket from the case list.
2. View the ticket audit to see a chronological record of all actions taken, including communications, status changes, and internal notes.
   
   

Collaboration Tools

Effective collaboration is key to resolving complex issues efficiently. Supportbench provides tools to facilitate teamwork and information sharing.

Internal Notes
Add internal notes to tickets to share information with colleagues.

1. Naviate into a ticket and click on the  button.
   
   
    
2. Select Internal note for the activity, and give your activity a subject.
   
   
    
3. Forward this note to anyone on your team.
4. Add your internal note.
   
   

Ticket Discussions
Use tickets comments for eadditional communication.

1. Navigate into a ticket and click on the discussions tabs
   
2. @ your teammates and have a discussion

Task Assignments
Assign tasks to team members to ensure that all aspects of a ticket are handled.

1. Naviate into a ticket and click on the  button.
2. Select Task for activity type
   
   
    
3. Select the task owner, or create yourself a task.
   
   

Reporting and Analytics

Gaining insights into your ticket management performance is crucial for continuous improvement. Supportbench provides robust reporting and analytics tools.

Custom Reports
Create reports that focus on the metrics most important to your business.

1. Click on the new view button from your command center.
   
   
    
2. Give your view a name and decide if it will be locked to you or global.
    
3. Start filling out the properties of your view – this will query your supportbench database and give you deep insights.
   
   
    
4. For example, if you wanted a report on all Server issues within a specific time frame, for a specific client:
   
   - Remove the “closed” tag from the “Case states that are not:” field, then select a time frame.

    

   👉 Go to the Cases tab and select your issue.
   
   
   
   👉 Go to Companies and select the client.
   
   
5. Go to Ordering and Columns, then Group by priority, select your desired Columns (data points), and save your view.
   
   
    
6. Export your view!

Scheduled Reports
Automate the reporting process to ensure regular insights.

1. Follow the Custom Reports steps above
2. Navigate to Reporting and Scheduled Data Views
   
   
    
3. From here, you can either select a view you’ve already made or add a new one.
   
   
    
4. Next, select what format you will send this report in and who you will send this report to (emails, agents or both).
   
   
    
5. Select your Send frequency and start date.
6. Click update schedule.

Creating tickets

Creating tickets efficiently and accurately is the first step in effective ticket management. Supportbench offers various ways to create tickets to suit your business needs.

Manual ticket Creation
Easily create tickets manually within the system.

1. Click on the “Add new Item” button > Click + Case.
   
   
    
2. Fill in the necessary details such as customer information, summary, and priority level.
3. Click Create Case to create the ticket.

Email-to-Ticket
Automatically convert incoming support emails into tickets.

1. Create your Routes.
2. Create your system address (address that will forward into your route).
3. Forward your current (the address your clients currently email for help) support address into the SB route.
4. Connect system address to your divisions.
   
   

Chat Integration
Allow customers to submit cases via web forms on your website.

1. Navigate to Configuration > Self-service > Chat widgets.
   
   
    
2. Create your new Chat widget.
   
   
    
3. Follow the detailed installation guide found within the Chat widget creation page.
   
   

Automated Case Routing

Efficiency is key in handling customer inquiries. Supportbench’s automated case routing ensures that tickets are assigned to the right agents or teams based on predefined criteria.

Customizable Rules
Define rules based on factors such as issue type, customer priority, or agent expertise.

1. Navigate to Configuration > Workflows > New Workflow.
2. Name your workflow and set it to run on “cases” and “on creation.”
3. Under “Requirements,” specify criteria such as issue type or priority.
4. In the “Actions” drop down, ****.

Priority-Based Routing
Ensure high-priority cases are handled promptly

1. Navigate to Configuration > Workflows > New workflow.

2.  Give your workflow a name, and ensure it runs on “cases” and “on creation”.
   
   
    

3. Under “Requirements,” specify criteria such as issue type or priority. Here we will select “Priority is” and “High”.

4.  Go down to “Actions” – this is where you can select who you route these high priority tickets to.
   
   

SLA Management
Implement Service Level Agreements (SLAs) to monitor and manage response and resolution times.

1. Navigate to Configuration > Workflows > New Workflow.
2. Select Cases for what this will apply to On SLA Calculation(target first response) for when the workflow is run. 
   
   
    
3. Select your Target Response Time – this is in minutes. For example, if this is going to trigger on high priority tickets, you might want this number to reflect 20 minutes, so I would put a 20 into this field.
4. Select the requirements for this SLA to run. This can be a specific company for agreed upon SLAs, specific priorities, and more.
   
   
    
5. Make the SLA fire on multiple items by using Conditionals.
   
   

👉 Ticket Management video Tutorial: ▶️ Ticket Management
👉 SLA Management video Turtorial: ▶️ SLA and Support level mangement

Supportbench equips your team with the tools needed to manage tickets efficiently and provide exceptional customer support. By leveraging features such as case creation, automated case routing, case tracking, collaboration tools, and robust reporting, you can enhance your case management processes and drive customer satisfaction. Start exploring these features today to unlock the full potential of your support operations.

For further assistance and advanced features, explore the following resources:

• Support Portal: Visit our 📙Support Portal for FAQs and troubleshooting guides.
• Customer Support: Contact our support team via the 📙Support Portal or email us at 📧support@supportbench.com.