Helpdesk Usability - Dotable

OddChoice · 30th September 2007, 11:40 PM

I've alluded to this in a couple of tickets but;

a) When submitting tickets, responses etc we are directed to blank pages
b) Users can't update the status or priority of tickets once submitted.
c) There is no way to search through past tickets.

Any way we can increase usability please?

Thanks

Aussie Bob · 2nd October 2007, 04:39 PM

Jon,

I will look into these aspects, as I agree they would greatly enhance the helpdesk's usability.

Thanks.

OddChoice · 2nd December 2007, 10:46 PM

Thanks for that Rob, I see some progress has been made but there are still a few niggles.

Have you taken on new staff? They seem to bat tickets to other departments?

Aussie Bob · 3rd December 2007, 07:37 AM

Yes we have TouchSupport covering L1 and L2 issues. There's 35 extra staff members setup on the Dotable helpdesk now. It's well and truly covered. Anything L3 goes to Steve or if something is super urgent, it is assigned to a TouchSupport L3 admin.

Steve's making some tweaks to the helpdesk at the moment. Should be done shortly.

OddChoice · 3rd December 2007, 08:28 AM

Cheers to hear that

OddChoice · 23rd December 2007, 03:48 AM

I guess there was no desire to enable us to re-open tickets. I hate having to reiterate an existing problem.

Aussie Bob · 23rd December 2007, 09:08 AM

You can reopen closed tickets if you want. That's a very basic functioning element of eSupport. You can add a reply to a closed ticket from the ticket list, or by replying to that ticket by email. This will reopen the ticket.

OddChoice · 23rd December 2007, 07:28 PM

Re-opening a ticket doesn't work via Modernbill. I select the new status, presss update and get returned to the MB homepage. When I click to the list of tickets it is still closed.

Aussie Bob · 24th December 2007, 08:29 AM

Hmmm, we get reopened tickets all the time. I will test this just to make sure . . .

Aussie Bob · 24th December 2007, 08:43 AM

Just tested reopening a closed ticket and it does work. You access the ticket and press the "Post Reply" link, and then type in what you want, and the ticket is reopened. No need to update a ticket to "Open". Just reply to the ticket will reopen the ticket. You can reply to the ticket's email too, by email, and that will reopen the ticket.

30th September 2007, 11:40 PM	#1 (permalink)
OddChoice Member Join Date: Mar 2006 Posts: 81	Helpdesk Usability I've alluded to this in a couple of tickets but; a) When submitting tickets, responses etc we are directed to blank pages b) Users can't update the status or priority of tickets once submitted. c) There is no way to search through past tickets. Any way we can increase usability please? Thanks

2nd October 2007, 04:39 PM	#2 (permalink)
Aussie Bob Dotable Founder Join Date: Mar 2005 Location: Land down under Posts: 3,792	Jon, I will look into these aspects, as I agree they would greatly enhance the helpdesk's usability. Thanks. __________________ • Dotable • "an island of normality in a sea of pimps and pirates" •

3rd December 2007, 07:37 AM	#4 (permalink)
Aussie Bob Dotable Founder Join Date: Mar 2005 Location: Land down under Posts: 3,792	Yes we have TouchSupport covering L1 and L2 issues. There's 35 extra staff members setup on the Dotable helpdesk now. It's well and truly covered. Anything L3 goes to Steve or if something is super urgent, it is assigned to a TouchSupport L3 admin. Steve's making some tweaks to the helpdesk at the moment. Should be done shortly. __________________ • Dotable • "an island of normality in a sea of pimps and pirates" •

23rd December 2007, 09:08 AM	#7 (permalink)
Aussie Bob Dotable Founder Join Date: Mar 2005 Location: Land down under Posts: 3,792	You can reopen closed tickets if you want. That's a very basic functioning element of eSupport. You can add a reply to a closed ticket from the ticket list, or by replying to that ticket by email. This will reopen the ticket. __________________ • Dotable • "an island of normality in a sea of pimps and pirates" •

24th December 2007, 08:29 AM	#9 (permalink)
Aussie Bob Dotable Founder Join Date: Mar 2005 Location: Land down under Posts: 3,792	Hmmm, we get reopened tickets all the time. I will test this just to make sure . . . __________________ • Dotable • "an island of normality in a sea of pimps and pirates" •

2nd December 2007, 10:46 PM	#3 (permalink)
OddChoice Member Join Date: Mar 2006 Posts: 81	Thanks for that Rob, I see some progress has been made but there are still a few niggles. Have you taken on new staff? They seem to bat tickets to other departments?

3rd December 2007, 08:28 AM	#5 (permalink)
OddChoice Member Join Date: Mar 2006 Posts: 81	Cheers to hear that

23rd December 2007, 03:48 AM	#6 (permalink)
OddChoice Member Join Date: Mar 2006 Posts: 81	I guess there was no desire to enable us to re-open tickets. I hate having to reiterate an existing problem.

23rd December 2007, 07:28 PM	#8 (permalink)
OddChoice Member Join Date: Mar 2006 Posts: 81	Re-opening a ticket doesn't work via Modernbill. I select the new status, presss update and get returned to the MB homepage. When I click to the list of tickets it is still closed.

24th December 2007, 08:43 AM	#10 (permalink)
Aussie Bob Dotable Founder Join Date: Mar 2005 Location: Land down under Posts: 3,792	Just tested reopening a closed ticket and it does work. You access the ticket and press the "Post Reply" link, and then type in what you want, and the ticket is reopened. No need to update a ticket to "Open". Just reply to the ticket will reopen the ticket. You can reply to the ticket's email too, by email, and that will reopen the ticket. __________________ • Dotable • "an island of normality in a sea of pimps and pirates" •

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