Work on a ticket

  1. Click on the Support tab, in the left hand navigation panel.



  2. Click on the subject of a ticket to open "Ticket View". Scroll down to the Update Ticket window and click Start Work to start the timestamped tracker. Begin working on the Support Request.

    If you use this feature, you cannot update the Comments field of the Update Ticket window until you click on Stop Work. Reasons for Stop Work on a Ticket include completion of the task, waiting for a client update, reassignment or escalation, and little else.



  3. Click in the Comments box and briefly but completely describe the work that you conducted and the current status of the Ticket.

  4. Click on the Police Officer icon to the right in the Update Ticket top row if you wish to "Blow the Whistle" on this Ticket Update.



    1. Click OK in the pop-up menu if you are sure you want to flag the Ticket Update.



    2. Click in the field to type in the reason for flagging the Ticket Update.
    3. Click in the drop-down box next to Assign Follow-Up to in order to select the appropriate resource to follow up on the "Whistle".

  5. Click on Insert Timestamp to insert a system date and time stamp onto your Ticket Update entry. Doing so will provide another level of guarantee that you are providing your clients with the highest level of timely service and consistently meeting your Service Level Agreements.

  6. Click in the Canned Text drop down menu to trigger an automatic email update to the client contact, if applicable.



  7. Click Choose File, to the right of Attach to attach any relevant documentation or files that you wish to the Support Request.

  8. Click in the CC box and enter an email address (or multiple email addresses separated by commas) if there are any others who should be notified of the ticket update.

  9. Click in the Priority drop down box if a Priority change is required as a part of the update.

  10. Click in the Status drop down box to update if applicable.

  11. If work on the ticket is complete, click in the Resolution drop down box to select a Resolution type, which will enable you to track various types of service request resolution.

  12. Click in the check box next to Silent Update if you wish for the Support Request to be updated without notifying the client contact by email. The client will still be able to see the Support Request update if he or she logs on to the Client Portal.

  13. Click next to Customer VisibleM to uncheck it if you wish for your update to be visible only to your internal staff.



  14. Click the check box next to Close Ticket when the work on the Support Request is complete and you want to close the ticket.

  15. Click next to Email History if you wish to email the full ticket contents along with the update.

  16. Click in the Send Survey check box if you wish to send out an automatic survey upon closure of the Support Request.

  17. Click in the Create KB Article check box if you wish for the contents of this Support Request to be logged in a searchable Knowledge Base article. Since there are certain types of Support Requests that to tend to reoccur, and since reducing the amount of time you spend on each Support Request is a key to profitability in Managed Services, documenting a repeatable set of steps to resolve common issues can make a big dent in the amount of time you will spend working on those issues.

  18. Click on the Remind Me check box and enter a date into the Calendar to automatically generate a Task for you to follow up on this Support Request. This is especially useful for Customer Service, if you wish to follow up at a later time on an issue to ensure the client's satisfaction.

  19. Click on Click to Add Time if you wish to track your own actual time spent on this Support Request. This feature can be very helpful when used in conjunction with Calendaring to give you a picture of Projected and Actual Utilization rates for you and your team.



    1. Click on the Date box to change the date of the Time log. It will default to today.
    2. Click in the boxes under Start Time and End Time to enter your hours.
    3. Billable Time will automatically populate with the number of hours you entered in Start and End Time
    4. Click in the Type drop down box if you wish to select a particular Service Type for the time log.
    5. Click in the Billable drop down box and change the status to Do Not Bill if you wish to invoice the client for those hours of service at a later time, or No Charge if applicable. Selecting Billable will trigger the Invoicing features of Shockey Monkey.

  20. Click on Click to Add Expenses if you wish to track any expenses, like small stock parts or travel charges, on this Support Request. This feature will connect to Invoicing in Shockey Monkey and allows you to track both client reimbursable and internal expenses related to delivering service.



    1. Click on the Amount box to enter the dollar total for the reimbursable expense item.
    2. Click on Expense Details and briefly describe what the reimbursable expense item is.
    3. Click on Expense Type and select the applicable option.
    4. Click on Payment Method and select one.
    5. Click in the Classification drop down box to select Non-reimbursable, Reimbursable, or Personal.
    6. Click in the Billable drop down box and change the status to Do Not Bill if you wish to invoice the client for those hours of service at a later time, or No Charge if applicable. Selecting Billable will trigger the Invoicing features of Shockey Monkey.

  21. Click on Click to add an internal note if you wish to make a comment or provide some information on the Support Request that you want to be seen only by your internal staff that views the Support Request.



  22. Once you have updated the ticket and documented the work you completed on it, click Update Ticket.



  23. Click on Support to return to your Support Board view.