Notification for ticket updates/customer replies, tech comments, etc

digibandit

but for more stuff haha

johnny

The tech assigned to the ticket should get an in-app notification and an email stating ticket number has been updated.

This typically doesn't need to go out to the whole distribution group but just the assigned tech at that point.

digibandit

johnny But I'd like to see updates across all tickets, my dispatch needs to be up to date on everything all the time regardless of ticket assignment, and often my tickets touch no less then 4 employees (Leads/Dispatch -> Tech -> Finance -> Report/Review/Documentation) sometimes overlapping due to how communication is routed.

Get ticket, do diagnostics, send estimate, get approval, get parts, do work, review with team, invoice/collect payment, review/deliver to client, resolve. So many hands in the pot, so many tickets falling through the cracks…

Right now i have all of us sharing a single push over account and i use the email option to fire these off. We have a large speaker connected to a Vm that just runs the web version of pushover so we have notification sounds on important actions when they happen. I tried to make a dashboard for us to run on a large TV in our office, but it has CORS and API limit issues so i gave up on that.

wrongecho

digibandit

But I'd like to see updates across all tickets,

See updates, or be notified in real time for every single update?

digibandit

wrongecho real time, if there was a communication report that I'd be able to subscribe to to get a daily summary of all ticket communications: that would be pretty hot too.

wrongecho

digibandit

I quite like the idea of a daily summary!

I am confused about the real time notification bit. I've always worked on the idea the assigned agent is responsible for the ticket and it's their responsibility to do what needs to be done, coordinate other resource, or hand it off. Are tickets just shared between everyone or something?

digibandit

wrongecho I guess technically every ticket is shared with most my staff at the end of the day.

I also have absolutely no idea how anyone else runs their show. As anyone I've ever asked holds those cards closer to their chest than anything.

I have five staff:

Front desk/dispatch, repair tech, remote support tech, on-site tech, finance, and me.

I want eyes on everything all the time, everyone else needs to be notified for their stuff.

Agent email notifications are quite lacking for our use as they're just a link to the ticket, without any context or information on what the update is actually about. Requiring the technician to click the link usually sign in, scroll down past all the ticket details to gets to, assumingly, a customer or technician reply.

A good example is that my front desk/dispatch should get a notification for every single update that a ticket has.

If the internal notification system had tabs or the ability to organize, prioritize and check off notifications that have been seen or dealt with, that would be phenomenal. For right now I'm just trying to use pushover to bug people.

wrongecho

Oh and for the dashboard, what were you aiming for here beyond what we already have? We can probably assist once the custom module is patched up.

digibandit

wrongecho The dashboard was my hacky workarounds to add in the various items that I'm currently missing from iTflow.

Receipts, asset labels, a heads up display for my shop TV that has a up to the minute list of active tickets their status. Each ticket would have a associated tile that displays on the ticket dashboard, each tile would flash or show a certain color depending on priority or stage in our flow.

On top of that, it had slightly more intuitive ticket time entry options. A few other things but most of those have actually been Incorporated or I've given up on.

Something I wanted to add but didn't get a chance to was a point of sale mode that essentially is just a front end for generating and paying invoices quickly. This is as I have a brick and mortar retail shop. Right now I'm using woocommerce for this.