IssueBreeze CSR Training Manual

Transcription

1 IssueBreeze CSR Training Manual By: Aexxis LLC

2 Table of Contents 1. Purpose of IssueBreeze Page 1 2. Getting Started Page 2 3. Logging In and Out of IssueBreeze Page 3 4. Basic Searching Page 7 5. Advanced Searching Page 8 6. Viewing Your Workload Page System Messages Page Self Assigning Tickets Page Manager Assigned Tickets Page Working with Different Queues Page How to Create a Ticket Page Adding Comments Page Adding Attachments Page Using Predefined Comments Page Changing Ticket Stages Page Escalating Tickets Page How to Resolve Your Tickets Page Using the Contacts List Page Access and Revisions Page Running and Printing Reports Page Recommendations Page How to Contact Us Page 37

3 1. Purpose of IssueBreeze IssueBreeze is a ticketing system dedicated to the efficient processing of all business tasks, issues, projects, and service requests. Our software will optimize your support staff's strengths and abilities by increasing efficiencies and automating processes. With IssueBreeze you can: 1. Create, Track and Resolve all customer requests 2. Manage tasks efficiently by assigning them to work queues 3. Verify that important tasks are executed in a timely manner and not overlooked 4. Make detailed reports on your customer service performance (SLA s) 5. Manage and locate expensive company assets through check in and check out queues 6. Effectively organize your customer requests in one location so that your service requests are accessible anywhere, anytime via the World Wide Web. 1

4 2. Getting Started Once your system administrator has completed the setup of IssueBreeze, you are ready to log in and get started handling customer issues, and creating or managing their tickets. If you ever have any additional questions while using IssueBreeze, you can refer to our Online Help text by hovering over the Home menu and clicking on Online Help. Important: Any changes that you make must be saved by clicking the Save button in the top navigation bar before closing the ticket. User Security Settings Your system administrator will assign you the level of access that you require in the system. If some of the features shown in this manual are not visible to you in your IssueBreeze account, it means that you have not been given access to those functions or roles. Please see your system admin if you need more access. 2

5 3. Logging In and Out of IssueBreeze Logging In If this is your first time logging in to IssueBreeze, start by logging in to OrangeCRM with the URL that you were given by Aexxis LLC. For example: The following log in screen will appear. 1. Log in using your Username and Password. 2. Leave the Corp ID as it is. You do not have to change the Corp ID. Once you have logged in to OrangeCRM, you can now go directly to IssueBreeze by hovering over the Tasks menu and clicking on OrangeTask. 3

6 This will open IssueBreeze in a new tab in your web browser. You can always log in to IssueBreeze from OrangeCRM. But you could also create a shortcut to IssueBreeze on your desktop, which will allow you to sign in directly, without having to log in to OrangeCRM. To do that, right click on your desktop. Click on New > Shortcut and copy and paste the IssueBreeze URL into the shortcut setup window. See the Firefox copy and paste example below. 1. Copy the IssueBreeze URL. 2. Right click on your desktop. Then click New > Shortcut. 4

7 3. The shortcut setup window will open. Paste the IssueBreeze URL into the location field and click on the Next button. 4. Type in a name for the Shortcut and click on the Finish button. 5

8 5. A shortcut icon like this will appear on your desktop. Now you can go directly to IssueBreeze from your desktop shortcut. Logging Out To log out completely, simply close ALL of your browsers to prevent any unauthorized access to this program. Now, you are completely signed out of the system. To log out and immediately log back in as a different user, you can click on the text at the bottom right hand side of the screen that says "signed in as" beside your user ID. This will take you back to the log in page where you can enter a different user ID and password. Note: This method does not log you out from the system completely. If you click the back button on your web browser, you will notice that you are still logged in. Please do not use this method of logging out when you are leaving your work station. This should only be used as a way to quickly change the log in to a different user. 6

9 4. Basic Searching Search is a powerful and enhanced feature in IssueBreeze. All data fields are searchable, including attached text documents. Search terms can range from simple to very advanced search strings across multiple data sets. Our global search utility is robust and fast and it will bring increased operational efficiencies to your organization. The primary way to search for data is by using the Quick Find search box, which is located on the far right hand side of the Main Menu Bar. The Quick Find will allow you to search all tickets simultaneously, and will search every field in each of those tickets. A simple search can consist of any value you would like to search for. You can search the ticketing system by the customer first and last name, or by their phone number or address. For example, if you wanted to find all instances of records containing the name John Smith you could simply enter "John Smith" into the Quick Find search box. Searching for Newly Created Tickets The IssueBreeze server indexer runs every 15 minutes throughout the day. So, newly created tickets will not be searchable until after the indexer runs and updates itself. You may be able to find newly created tickets before 15 minutes, depending on when the indexer last ran. Older tickets that are in the system can be searched any time as needed. 7

10 5. Advanced Searching IssueBreeze has an advanced search system which gives you several options for locating the data you are searching for. An advanced search can be ran by using field names enclosed by square brackets, followed by the equals sign = and the value you are searching for. For example, if you want to search for all tickets that had John Smith as the resolver, you would enter this into the Quick Find search box: [resolver]=john Smith. This would return search results with any ticket that John Smith was the resolver on. Please see below for a list of valid field names by which you can search for any given value. You can also use operators such as AND and OR. For example, if you wanted to find all tickets containing both John Smith and Jane Doe you could enter: [resolver]=john Smith AND Jane Doe. If you wanted to find all tickets that had either John Smith or Jane Doe as the resolver, you would enter: [resolver]=john Smith OR Jane Doe. Valid Field Names to Search By (Grouped by Category) Escalation ClientType Form Hours ID Level MsgEscalate Name NextAction Queue QueueID Stage Creator DateCreated DateRevision EditLog Editor Form ID Name ClientType NextAction Status Predefined Comments Creator DateCreated DateRevision Form ID Name Notes Readers SaveOptions Subject Resolver Send To Form ID Name NextAction Status 8

11 Ticket ID ResolverID ManagerID QueueID ExtLinkID Priority Status Queue TimeOpened TimeResolved ExtLinkName Number Name PhoneOne Stage AddressOne AddressTwo AddressThree City State Zip Country Resolver Manager DateClosed DateResolved Creator Editor DateCreated CallCenter ResolveCode BillTime Escalation DateRevision TimeResolved TimeOpened Stage ResolveCode ResolutionDesc ReadersList ReasersEdit Readers ProblemDesc Priority Path_Info Number NextAction Form ExtLinkURL ExtLinkID Send EditLog DocURL Desc Creator ClientType BillMin BillHrs AccessList $$Return $$UpdatedBy Queue ID ResolverID ManagerID Name Status Resolver Manager Status ExistingTicket Notify $$Return $Revisions $UpdatedBy ClientType Creator DateCreated DateRevision EditLog Editor ExtLinkID ExtLinkName Form Trigger Box Trigger Server TriggerEnable 9

12 6. Viewing Your Workload IssueBreeze allows you to view the tickets that have been assigned to you in order of the most important issue to the least important issue. When you first log in to IssueBreeze, hover over the Service Request menu (in the main menu bar) and click on My Tickets By Priority. This is the best way to view your workload. You will see a list of all your assigned tickets in order of priority. This is the default view. You can use the Select My drop down menu (located in the top left hand side of the screen) to show only the tickets you are Assigned, Managing, or that you Created. 10

13 In any of those views, you can use the check boxes to Show Closed tickets only, or Show Details of each ticket. See examples below. 11

14 Another way of looking for tickets in the system is to hover over the Service Request menu and click on one of the following options: Open Tickets By Queue, By Manager, or By Resolver. To narrow down the list of tickets, you may prefer to look for tickets by: Open Date, Resolve Date, Priority, or Status. These views are praticuarly useful to Managers or System admins. The results window will give you a Toggle Details button where you can toggle between a view with or without the extra ticket details. Refreshing Your Results When you resolve or close a ticket, or change the state of a ticket in any way, always be sure to Save the record and click on Refresh in the display list to ensure that your changes have gone into effect. 12

15 7. System Messages System messages are automated messages that are configured by the system administrator to update customers, resolvers and managers about the status of their service request. System s can be triggered by the following events (if configured by the system admin): 1. When a new ticket is created - an can be sent to notify the customer, resolver and/or manager. 2. When a ticket is marked Resolved - an can be sent to update the customer or the person who created the ticket that the service request has been resolved. 3. When the Stage is changed on a ticket - an can be sent to notify the customer, resolver and/or manager. 4. When a ticket is escalated - an can be sent to notify the customer, resolver and/or manager. Important Things to Keep In Mind About System s When you perform any of the actions listed above, it s possible that a system may be triggered. Please be sure to follow your company s protocol for resolving and closing tickets, changing ticket stages and escalations. If a ticket is marked Closed, that will prevent any system s from being triggered. Only tickets marked as Resolved will trigger a system . 13

16 In the Resolution tab of a ticket, anything entered into the Notes field will be included in the system sent to the customer. Be careful not to record any notes in this field that you wouldn t want the customer to see. Any notes that you do not want the customer to see should be added as a comment. Please see page 20 of this manual for instructions on how to add a comment to a ticket. 14

17 8. Self Assigning Tickets This feature is used by companies that allow their staff to assign tickets to themselves. For administrative assignment of tickets, please see section 9. Manager Assigned Tickets. To assign multiple tickets to yourself: 1. Hover over the Service Request menu (in the main menu bar) and click on My Tickets by Priority. 2. Click on the Self Assign button in the upper right hand side of the screen. 3. A pop up window will appear. Select the Queue that you want to choose tickets from. 4. Enter the Number of tickets to be added to your assigned ticket list. 5. Save the window to make the assignment. 15

18 9. Manager Assigned Tickets This feature is often used by a manager or an administrator to manage the workload of his staff. To quickly assign multiple tickets to a resolver: 1. Hover over the Service Request menu (in the main menu bar) and click on Open Tickets by Queue. 2. Click in the check box beside each ticket to be reassigned. You can select as many as you like. 3. Click on the Reassign button. 4. A pop up box will appear. Select a New Resolver from the drop down menu and click Save. Note: It is recommended that your system have one "unassigned" resolver, which does not match any person working in the system. This would act as a placeholder when new tickets are created, allowing you to come back later and reassign tickets to an actual resolver. 16

19 10. Working with Different Queues To work with different queues, hover over the Service Request menu and click on Open Tickets By Queue. This page will only display open tickets in the selected queue. To change the queue, click on the Queue drop down menu and select the desired queue. You can use the drop down menu beside that to sort the tickets by Time Opened, Acquisition Center, Name, State, etc. 17

20 To see more details for each ticket in that queue, click in the check box beside Show Detail. Note: System administrators may setup a queue where incoming messages sent to your company s customer support account are retrieved and imported into the ticketing system. This will automatically generate a new ticket, with the subject line and message from the imported . 18

21 11. How To Create a Ticket To create a new ticket, hover over the Service Request menu and click on New Service Request. This will open up a blank service request window. 1. Click on the Priority drop down menu and select the appropriate priority level for this service request. You may choose from Low, Normal or High priority. 2. Click on the eyeglasses icon beside the Problem Queue field to select the appropriate queue for this service request. 3. The Stage field is optional. Stages are an additional way of defining the progress of a service request. If your company uses this feature, you may click on the Stage drop down menu to select the appropriate stage for this request. 4. Fill in the Name, and Phone of the person this service request is for. 5. In the Problem tab fill in the Brief Description field and the Details field. 6. Click on the Save button to save the new service request. 19

22 12. Adding Comments Comments are for your company s internal use. The resolver or manager can add a comment to the customer record, detailing their interaction with the customer and the resolution. This feature allows resolvers and managers to quickly and easily keep track of what has been going on with a specific customer. The comments will be stored in the Comments tab of the ticket, in case you or someone else needs to communicate with the customer in the future. How To Create a Comment From within a new or opened ticket, you may add comments by hovering over the Comments menu in the top navigation bar and clicking on New Comment. A new comment window will open. Fill in the Subject and Comment fields. Be sure to click the Save button at the top of the comment window. To confirm that the new comment was saved successfully, click on the Comments tab in the ticket. There is where all comments for this ticket will be listed. If you don t see your new comment at the top of the list, click on the Refresh button, or you can hover over the Comments menu in the top navigation bar of the ticket and click on Refresh Comments List. You should now see the new comment at the top of the list. 20

23 13. Adding Attachments Attachments can be made in two locations: on a comment or on a ticket. To add an attachment to a comment: Open a new or existing comment and go to the Attachments tab. Then click on the Browse button to select a file to attach to the comment. You must click on the Save button in the comment window for the attachment to be added. The comment window will then close. To confirm that the attachment was saved successfully, go back to the ticket and click on the Comments tab. You should see a small paperclip beside the comment. If you don t see it, click on the Refresh button to refresh the comments list. Reopen the comment and click on the Attachments tab. You should see an icon and the file name displayed. To view the attached file, simply click on the file name. 21

24 To add an attachment to a ticket: Open a new or existing ticket and click on the Attachments tab. Then click on the Browse button and select the file you want to attach. You must click on the Save button at the top of the service request window for the attachment to be added to the ticket. The ticket will then close. To confirm that the attachment was successfully saved, reopen the ticket and go to the Attachments tab. You should now see an icon and the file name displayed. To view the attached file, simply click on the file name. 22

25 14. Using Predefined Comments Predefined comments are used to save you time on standard comments that you use repeatedly for recurring tasks. For example, CSRs may frequently add comments such as "customer called requesting a refund", or returned customer s call and left a voic ". Predefined comments must be created by the system administrator before they are available for use. Once they have been configured, resolvers and mangers can use a predefined comment to auto populate the Subject and Comment fields when creating a new comment. You can then edit the predefined comment or add additional notes to the comment as needed. Predefined comments can be used in two locations: on a comment and on the Resolution tab of a ticket. To use predefined comments on a comment: Open a new or existing comment. Use the Predefined drop down menu to select a comment. The Subject and Comment fields will auto populate. You can then edit the predefined comment or add additional notes to the comment as needed. Be sure to click the Save button when you are done. Note: If you do this on an existing comment, it will automatically delete the previous comment and replace it with the new predefined comment you have selected. If you do not see anything listed in the Predefined drop down menu, please see your system administrator to have the predefined comments configured. 23

26 To use predefined comments on a ticket: Open a new or existing ticket and click on the Resolution tab. The Predefined drop down menu is located at the bottom of the Resolution tab, below the Notes field. Select a predefined comment and the Notes field will auto populate. You can then edit the predefined comment or add additional notes as needed. Be sure to click the Save button when you are done. Important: Please remember that anything entered into the Notes field of the Resolution tab will be included in the system sent to the customer. Be careful not to record any notes in this field that you wouldn t want the customer to see. Any notes that you do not want the customer to see should be added as a comment. Please see page 20 of this manual for instructions on how to add a comment to a ticket. 24

27 15. Changing Ticket Stages Your company may use stages to track the progress of an open ticket. Examples of stages may be: Assigned to Tech or Under Review. Stages must be configured by the system admin before they are available for use. To Change a Ticket Stage: Open the ticket and click on the Stage drop down menu. Select the appropriate stage and Save the ticket. Note: If you don t see any stages available, your system administrator has not set them up for use in your system. Important: Please keep in mind that stages can be configured to trigger a system message to be sent. Please be sure to follow your company s protocol for changing the stage on a ticket. To see which stages have been configured to trigger a system , hover over the Lists menu and click on Stages. This will display all of the active stages in your system. Look in the Message column to see whether or not a system message has been enabled. 25

28 16. Escalating Tickets Escalations are automated processes that increase the priority level of an open ticket after a certain amount of time has passed. This helps you to prioritize your workload correctly. Priority levels range from Normal, High, Priority, Urgent and Immediate. Elapsed time intervals can be set to minutes, hours, days or months. Ticket escalations must be configured by the system administrator before they are available for use. Priority Levels Priority levels are both number and color coded. Here is a list of the progressive escalations: 0. Normal - Black 1. High - Green 2. Priority -Purple 3. Urgent - Yellow 4. Immediate Red 5. Immediate Red 6. Immediate Red 7. Immediate Red 8. Immediate Red 9. Immediate Red When you create a new ticket, you will see that the Priority/Escalation field defaults to Normal/0. As the ticket is escalated by the system, the escalation number is incremented according to the settings configured by the system admin. When viewing a list of open tickets to be worked, the Priority column will display the current priority level of each ticket. 26

29 To Escalate a Ticket: Open the ticket, hover over the Actions menu and click on Request Escalation. This will escalate the ticket by one increment. If you click on Reset Escalation, this will completely reset the ticket to Normal/0 priority. Click the Save button for your changes to go into effect. Note: Your system admin may have configured certain escalations to trigger a system message to be sent to the customer, resolver or manager. Please be sure to follow your company s protocol on escalating tickets. 27

30 17. How to Resolve Your Tickets When you have completed all the work necessary to resolve a ticket, follow the steps listed below. 1. Open the ticket and go to the Resolution tab. 2. Enter the Billing Time and/or Over Time, if required by your company. These fields can be optional or required, depending on how your system has been configured. Note: The system does not track the billing or over time information automatically. These fields must be filled in manually. 3. Use the Resolution Code drop down menu to select the appropriate resolution. This field must be filled in before a ticket can be marked resolved. 4. In the Notes field, add any additional information to be included in the system message that will be triggered and sent once the ticket is marked as resolved. Predefined comments may be used to auto populate the Notes field. You can then edit the predefined comment or add additional notes as needed. Important: Please remember that anything entered into the Notes field of the Resolution tab will be included in the system sent to the customer. Be careful not to record any notes in this field that you wouldn t want the customer to see. Any notes that you do not want the customer to see should be added as a comment. Please see page 20 of this manual for instructions on how to add a comment to a ticket. 5. At this point, you now have two options: you can either mark the ticket as Resolved or Closed. Please be sure to follow your company s protocol for resolving and closing tickets. See Option A and Option B listed below, for the explanation and instructions for each option. Option A Mark Resolved: This will trigger any system messages that have been configured to be sent, and the ticket will remain in the queue until it is automatically closed by the system (after the specified amount of time configured by the system admin). To proceed with this option, hover over the Actions menu and click on Mark Resolved. The Date Resolved field will auto populate with today s today and you will see that the ticket status has changed to Resolved. You must save the ticket to complete the process. Option B Mark Closed: This won t trigger any system messages to be sent, and the ticket will be removed from the queue immediately. To proceed with this option, hover over the Actions menu and click on Mark Closed. The Closed Date and Date Resolved fields will auto populate with today s date and you will see that the ticket status has changed to Closed. You must save the ticket to complete the process. 28

31 18. Using the Contacts List When a person creates a ticket for the first time, the system automatically saves a record of the contact details they entered into the ticket. Each time that person creates a new ticket in the future, their contact details are auto populated in the new ticket. You can use the Contacts list to retrieve contact information for other system users as needed. To see a list of all existing contacts in the system, go to the main menu bar, hover over the Lists menu and click on Contacts. To open a contact, click on the pencil icon beside their name. The contact window will open. This is where you will find all of the contact information that has been stored for that person. You may also edit or update the contact details as needed. Available contact fields are: Name, , Phone, Shipping Address and Billing Address. See example below. 29

32 To create a new contact, click on the New Contact button in the upper right hand side of the screen. A new contact window will open. Fill in the contact fields as needed and click on the Save button. 30

33 19. Access and Revisions The Access and Revisions tab on a ticket shows you the author of the ticket, date and time it was created, who the last editor was and the date and time it was last revised. It also shows a historical list of all modifications that have been made to the ticket. Each time data is modified and saved, this list is automatically updated with the date and time stamp and the name of the editor. Note: None of the data in the Access & Revisions tab can be changed by a system user. This allows all activity in the ticketing system to be tracked and reviewed for accuracy. 31

34 20. Running and Printing Reports IssueBreeze provides outstanding reports that use graphs and charts to display your data in an easy-to-read format. These are custom reports that allow you to choose date ranges or specific grouping options. Reports can be printed or exported in many different formats. They are very helpful in managing SLA requirements and customer service performance issues. Your role as a CSR may or may not include running reports. Nevertheless, there are a number of useful reports in IssueBreeze. This is just a brief overview. For more information, please go to our online help text. Note: If you cannot print or view the reports and need more access rights, please see your system admin. Running Reports Go to the main menu bar, hover over the Reports menu and click on one of the following report options: Tickets By Resolver, Tickets By Status or Completed tickets. A box will pop up. Select the desired date range. You may do this by using the Quick Select drop down menu or by entering a Begin Date and End Date. Then click the Display button. A new window will open, displaying the report for the date range you have selected. In the top left hand side of the report window, you will see 6 small icons that you can click on to perform different actions. Listed below are the functions of each icon. If you don t remember its function, simply hover over the icon and its description will pop up. 32

35 Starting from the left, the first icon opens the Table of Contents of the report. The second icon opens the Parameter box where you can change the parameters without having to rerun the report. See example below. The third icon opens the Export Data box, where you can choose your settings for exporting the data to CSV format. 33

36 The fourth icon opens the Export Report box, where you can choose from a list of available export formats. This will export the report as you see it displayed, with all of its charts and graphs. The fifth icon opens the Print Report box, where you can choose the print format and the pages to be sent to your local printer. 34

37 The sixth icon opens the Print Report on Server box, where you can select your settings for printing the report to the server. In the top right hand side of the report window, you will see the report navigation buttons. These buttons can be used to go back to the first page of the report, the previous page, or skip ahead to the next page or last page of the report. You can also enter a specific page number to go directly to that page. 35

38 21. Recommendations Intranet Integration Link IssueBreeze to your company intranet via a hyperlink and quickly access your IssueBreeze installation from a central company intranet site. Asset Tracking Create a queue for the asset to be tracked. Assign a user to that equipment. Assign a time of return and set an escalation as a reminder to be sent to the borrower and to the owner. This feature is a great way to keep up with loaned equipment that must be returned by a specific time. IssueBreeze Reports See every aspect of your customer service performance with IssueBreeze reporting. You can print reports by their queue names, resolvers, or by completed tickets. You can also run reports to compare different queues. IssueBreeze allows you to customize your reports by filtering the dates or months you want to see. Create Benchmarks Create benchmarks that you can analyze for your daily, weekly, or monthly customer service trends. This will help you pinpoint areas in which your organization may need to improve. Customer Service tips Go to IssueBreeze Central for some great customer service features, quotes and tips. We also make announcements and post practical articles on productivity. Read more at: Visit our Facebook and Twitter pages Get the latest information directly from Aexxis LLC on our social network sites. We regularly update our IssueBreeze FaceBook page and use our Twitter to alert our customers of outages or changes to the program. We also have some really cool IssueBreeze desktop backgrounds available for your convenience. IssueBreeze desktop backgrounds There are some beautiful scenic IssueBreeze desktop backgrounds available for your staff. They are all High Resolution crystal clear pictures featuring the IssueBreeze logo. To download them, go to our IssueBreeze Facebook account at: Then look under the photo albums for backgrounds. 36

39 For any further setup questions, contact us at: IssueBreeze, P.O. Box 38 Griffin, Georgia , Main Office Phone Support Fax: You may also refer to our online help text by going to the Home menu >Online Help. 37