Ticket weight

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Ticket weight allows to specify tickets' priority for the technical support staff. You can use a number of parameters for flexible configuration. You can create certain rules depending on the duration of the customer registration, number of products and services he purchases, expenses on services, etc.
Module «Categories»
Image:T-back.png Back to the list of categories
Image:T-bullet.gif View a list of rules
Image:T-new.png Create new rule
Image:T-edit.png Edit rule
Image:T-delete.png Delete rule

View a list of rules

  • ID - rule unique identifier.
  • Project - project associated with the customer account.
  • Weight - ticket weight (priority) for the technical support staff.
  • Name - name of the rule that affects technical support provided to your customers.
    • Customer - rule is applied to a certain customer.
    • Balance of account - rule is applied depending on the balance of customer's account.
    • Customer characteristics - rule is applied depending on personal characteristics of a customer.
    • Ordered services - rule is applied depending on the services ordered by a customer.
    • Expenses - rule is applied depending on the amount of money paid for services.
    • Ticket posted by a partner's client - rule is applied if a ticket was submitted by a partner's customer.
    • Ticket category - rule is applied depending on the ticket's category.

Create new rule

To create a new rule, click the "New" icon and fill out the form. Please note! Depending on a condition you choose for your rule, the form field will vary.

Module «Categories»
  • Project - choose a project associated with your customer account.
  • Condition - select a condition that will be applied to a trouble ticket weight. Depending on a condition you choose, the form fields will vary:
    • Registration period - the newly created rule will be applied depending on the period during which a customer has been registered in your system.
    • Balance of account - the newly created rule will be applied depending on the amount available on his personal account.
    • Customer characteristics - the newly created rule will be applied depending on a description that you give to your customer.
    • Ordered services - the newly created rule will be applied depending on products and services that your customer purchases.
    • Expenses - the newly created rule will be applied depending on expenses on services your customer purchases.
  • Comparison - select a comparison for the newly created rule (for example, balance of account can be equal to (=), greater than (>), less than (<).
  • Period - (available if "Registration period" is selected) select a period during which your customer has been registered in your system.
  • Characteristics - (available if "Customer characteristics" is selected) choose a characteristics for your customer. For example, you can consider your customer notorious, good or ordinary.
  • Package - (available if "Ordered services" is selected) select a package or a group of packages which services a customer purchases.
  • Detail - (available if "Ordered services" is selected) select a detail if necessary.
  • Value - (available if "Detail" is selected) enter a corresponding value.
  • Amount - (available if "Expenses" is selected) enter a required amount that your customer spent on provider's products and services.
  • Weight - enter a desired weight (ticket priority), that will be applied to a ticket that meets parameters specified above.
  • Weight - ticket weight (priority) for the technical support staff.
  • Schedule - check the box, if you wish to set up a schedule for you technical support staff.
  • Schedule - enter a period during which your technical support stuff must process a customer's trouble ticket.

Edit rule

To edit aт existing rule, locate the one you wish to edit, click the "Edit" icon and modify the settings you want to change.

Delete rule

To delete a rule, select it from the list and click the "Delete" icon. Confirm that you wish to delete the rule by clicking OK on the following form.

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