I’d like the ability to have ticket templates. When a customer calls in with a particular issue, the CSR chooses which template best fits and it drops in a bunch of formatted text with the information they need to include.
IE: For a voice problem, the ticket would be autopopulated with something like this:
Call direction: (Inbound or outbound from the customer’s perspective)
Equipment facilitating the service: (3CX PBX, Occam, Calix, Innomedia, Grandstream, etc.)
Port on Equipment facilitating the service:
Date of call:
Time of call:
Which party experienced the problem:
Description of the problem:
They could copy and paste that for each line with a problem.
For a wireless issue, they could pull things such as current and historical signal strength, modulation, etc.
Make it easier for the CSRs to not forget pieces of information.
I do see task templates, but that feels like a not good fit for this. Maybe that’s as close as I’ll get.