We seem to be having trouble following up on tech support items. This is mostly a problem for the complicated issues that a tech needs to get back to rather than addressing immediately. Are we missing something? Here's the methods I've been able to come up with that allows a user to go back and determine what tech support calls they may have open. 1) Manually review each client record and tech support tickets from memory. Yuk, bad option. 2) My Stuff – if someone else assigns you the call, it will appear as a message. The tricky part is that if you read it, but don’t do it immediately, the system will not remind you to address the issue. You have to make a mental note to review all your read messages for the items you have not taken care of. 3) Pull up any record, and go the Tech Support tab. If you click “Unresolved†it will pull up every client record that has an unresolved tech item attached to it. You will have to scroll through each client record to see which ones are yours, so this can be a time consuming way to approach this. I don't see any way to sort the found items by the tech that they've been assigned to. 4) From the main menu, click Reports and Charts. Go to Page 2, and select Trouble Tickets. Click Open trouble tickets to see a list of all open tickets, and click View to just pull up the list without printing. When you are done reviewing, you can click the Continue button on the left to return to reports. Here's the kicker for OUR workflow: There doesn't seem to be a way to flag an item and remind the tech to get back to an issue. Any work arounds out there, or are we just missing something? Thanks!
What about the Planner system? That can be bound to a customer and remind someone to do something at any point in the future.
We use the planner function and it works great for how we use it. We will be using technical support section very soon as currently its in an exterior system. I see and use the date field in the planner for future dating. Below that is a "Time" field. What is that used for as appears to still prompt when logging into system if a planner is created for today but future time dated for later in PM? Thanks.
I see that this is something we can do, but wouldn't it be possible to make it a smoother process? I have two thoughts about it. It really would be nice to have a way to manually set the reminder from the tech window. A button could be created that would "Create Private Planner" item, and would sit on each tech support window. Currently to use the system as you are recommending, the tech would have to close that tech item, go to Customer Info, and select "Create Public Planner" item. It's a few extra clicks which could be eliminated. My other thought is that not all tech items are immediately obvious that they will need a reminder. If the tech doesn't set a reminder in the planner right then, there is still the possibility the item will not be taken care of, and they will have to resort to the methods listed above. Could there be a preference set that checks for tech items assigned to a tech, and then sends a message on a regular basis to remind them of open tickets? This would be a nice failsafe. Active reporting is much more useful than passive reporting in some instances, and I think this is definitely one of them.