Creating A Ticket

  1. Click on Support tab.

  2. Click on Create New tab.

  3. Click on the Email field and enter the email address of user requesting service and allow the predictive system to find the user. The mail address must be associated with an existing Contact in Shockey Monkey. You may have to go to the Contacts tab to create a new contact before opening ticket.

  4. Click the Category drop down box and select the appropriate service category based on the type of service that is being requested.

  5. Click the Assigned To drop down box and select yourself or the appropriate technical support resource based on the specific issue and the particular resource who is both appropriately skilled and available to address the support issue.

  6. Click the Source drop down box and select the appropriate source for the Support Request, or the way that the request was generated, either by you or by the client. By accurately tracking the sources of your service requests, you can understand and manage the ways that your clients are contacting you.

  7. Click the Priority drop down box and assign the appropriate Priority level for the support request, based on the level of impact that the support issue is having on the client's business operation. Selecting a particular Priority level can trigger differing billing rates, response times, etc. depending on your service agreement with a client, so pop up messages can be customized to notify either the client or the technician of these differences before they select that Priority level for the ticket. This Canned text will help you to set and keep accurate expectations with your clients for how long it will take you to respond or address a particular type of support request.

  8. Click the Access drop down box and select Client-Visible if you wish for this Support Request to appear when the user logs on to their Portal, or Internal if you wish for this ticket to be invisible to the client.

  9. Click the Agreement drop down box and select the billing agreement to which this new support request should be applied. Agreements are created in the Agreements tab in Shockey Monkey, and enable you to track and manage the different billing arrangements you may have with different types of clients. These include hour blocks, both fixed bid and time & materials projects, and flat rate managed services agreements.

  10. Click in the Subject field and briefly describe the nature of the support request. Use "keywords" and specific descriptors as much as possible, as these are searchable fields.

  11. Click in the Comments field and add any relevant information that has to do with the service request. Remember that, unless you selected Internal instead of Client-Visible, the client will be able to view these Comments from their Portal.

  12. Click on the Browse button to attach any relevant documents or pieces of information to the Ticket in Shockey Monkey.

  13. Click Open Ticket, and you will be redirected to the Ticket View page. The User must click on Quick Update to perform steps 15-24.

  14. Click on the Status drop down box and select the appropriate status for the ticket at the present time. Most of the time, you will enter Support Requests as New and schedule out a time to complete the support request on the calendar.

  15. Click on the Asset drop down box to assign the ticket to a particular Asset. Assigning Support Requests to particular assets will enable you to help your clients understand which particular devices are troublesome or "noisy" to support, so that you can make appropriate recommendations to address them.
  16. Click on the Assigned to drop down box and select the appropriate technical resource for this ticket, based on who is available and who is qualified to complete the Support Request, if you have not done so already.
  17. Click on the Due Date box to select a due date for the Ticket, based on SLA. Entering a Due Date allows for the tech to be scheduled and calendar item created for that tech automatically.
  18. Click on the Service drop down box to drill down more specifically into the type of service that is going to be conducted on this Ticket. Accurately tracking service types will help you understand how you and your support team are spending their time (application support, hardware troubleshooting, etc.) so that you can ensure you have the appropriate support resources available when your clients need them.
  19. Click on the Contract drop down box to select a contract type. If the ticket should be applied to an Agreement for Billable Hours or SLA that is set up in Shockey Monkey, the Contract field will allow you to track the type of service being conducted. Use this feature to track different types and levels of service.
  20. Click on the Queue drop down box to assign this ticket to a specific Queue. You can filter Support Requests from the Support Board based on their Queue.
  21. Click on the Location drop down box to assign the ticket to a particular Client Location or branch. Shockey Monkey allows you to set up multiple Locations or Branches when you create a Company, and this feature enables you to assign a Support Request to a particular Location, usually the location where the User or Asset in question is located.
  22. Click in the box next to Allocated Time to enter the number of hours you expect the completion of this service request to require. Use this feature in conjunction with Due Date to schedule and Calendar a fully utilized, billable work day for yourself and your service team.
  23. Click the User Notification drop down box to select the appropriate automated email notification based on New Ticket Creation, if applicable.
  24. Click Update Ticket Management, then click Support to return to your Support Board.