Hello this is summary about our needs.
5 Role need
1 – Agent
2 – Expert
3 – City Manager
4 – Town Manager
As you can see we don’t have a Client role because Our clients doesn’t create a ticket directly. They are calling us with phone and our agent’s create ticket instaead of customer.
When we create new ticket we need some areas ;
Customer Information :
Name : *
Surname : *
Mobile Phone : *
Home Phone :
Gender : *
City / Town : *
Birth Year :
Caller id : *
Ticket Information :
Type : (Info, complaint etc but this is not only one status. We have 3 three under every status) For example
Info > Computer > Guarntee > User mistake
Information Channel : Email / Sms
Customer Visibility :
Name / Info :
File Upload :
Important Note :
Group : (City/Town)
When anyone call to us i automaticly request URL with caller id :
For example : [login to view URL]
If this phone number saved on any customer. I will see this customers details page.
I will see on this page,
Customer name surnane etc. İnformation and this customers Last tickets.
And i see a button “Create Ticket For this customer”.
If this phone number is not existing our database, i see automaticly create a ticket page, callerid area is automaticly filled and we will ask name surname etc.
We have two button under this page ;
If i click solved. This ticket will be closed.
If i click redirect, Ticket ticket will be redirected to Expert.
Expert will see all tickets , open closed etc.
And they can reply or close ticket
or this expert can redirect this ticket to City Manager or Town Manager.
If Expert redirect ticket to Town Manager, Town manager can see and reply tickets.
Town managers only can see this town’s ticket. We have more mnager than 1.
Town Manager Menu’S
Awaiting reply from me
City Manager :
City Manager can see and reply all towns of this city tickets. They can reply close etc.
They have same menus.
We have option in ticket form (Customer Visibility ) If agent will check this. City and Town manager can’t see customers personal information. (Name,Surname,ID etc.)
We have an “Information Channel : Email / Sms” in ticket form, if we select sms, when this ticket closed, system will send sms your ticket number is XXX and your problem has been solved. Or email selected send mail.
Every solved ticket need informed or not option. When customer called us for asking ticket details, agent click customer informed and this ticket removed from information needed tickets page.
This page will be on expert’s page.
Admin can login as any agent or expert or city or town manager with clicking login as button. When he click to button, system will ask “Why you want to swtich this user” When he type reason for this. He can login.
And we need Daily reports.
System will send a mail all users about open tickets.
System will send a mail to admin about All Open tickets,
System will send a mail to City Manager about All Open tickets in his City,
System will send a mail to Town Manager about All Open tickets in his Town,
All tickets must be solved in 72 hours. System will count time and Show to user. And Weekend not in service time. And we can define this days is holiday don’t count this day.