Working with Tickets | Top Previous Next

A typical workflow for working with Tickets in QueWeb Customer Care Suite 3.0 can be described as follows: External Customer or an Internal Customer (Employee) initiates an interaction with a call center Agent via email, phone, etc. Agent identifies an inquiry as a request for enhancement, request for information or as a bug submittal and creates a Ticket. To work with Tickets Agents use eService Focus, Ticket SubFocus. To create a new Ticket Agent needs to press the “New” button. If Agent wants to modify the Ticket he or she will press the “Change” button. For new Tickets some fields on the Form are auto populated with default values. Some fields are required and have to be filled in by a User before Ticket information can be saved. List of required fields may vary based on the Ticket status. The required fields are marked in red color and as soon as they receive expected input they change color to black. The system will alert you if you are trying to save a record while missing input for required fields.