Tickets

One of the biggest challenges in call center operations is reporting issues that need to be corrected or tweaked or communicating ideas to improve processes.  Everyone is always so busy though, that those communications often fall on deaf ears or bits of papers are lost.  Sure, an email can be drafted but who will follow up on that issue to ensure it receives the attention it deserves?

OnTrack Tickets can be created from inside OnTrack or from a shortcut on the employee's desktop, and provides a quick and easy interface for staff members to report follow up items or ideas.  For example, a spelling mistake in a script, or a customer wants their script changed, or an on call needs to be added.

Opening a ticket is quick and easy and records:

• Who created it and when
• The issue / description for the ticket
• Screenshot (because if it is a computer issue, we love screenshots!)

Then alerts the team via email of the ticket details along with an image attachment if included.

When a staff member closes the ticket, not only can the administrative staff be automatically notified by email, but the person who initiated the ticket is notified of the closure as well, keeping communication channels open and acknowledgment done automatically.

Simply clicking on the Ticket Number in the interface above, opens up the ticket for updates / closure.  To avoid tickets getting stale, an automatic scan occurs at an interval of your choosing and reminds the team of any open tickets still needing attention.

Of course, all closed tickets are available for review too, not only for historical tracking but as a building knowledge base too on how things were corrected.

Team Members with the appropriate permissions are able to view, update and close tickets.  Search capabilities are also available.