Tags
Tags are used for metrics, applying the right tags will help greatly with this. Always make sure to set the following categories, [Original request Type]/[Website]/[Related org]/[Any subsequent changes to the request Type]. If the ticket is a larger scope then the a support ticket should be used for, then give it the Project tag.
For example:
This ticket was a Report Request for the APSS using data from SleepMeeting, which means it gets the Report Request tag, APSS tag, and SLEEP Meeting website tag.
Type
The type field is used by the user and support staff to classify the action required from support staff. This may be incorrectly classified by the user so make sure to double check.
Question: General knowledge requested from user, IE: How do I access my email?
Incident: An unexpected event that can disrupt business operations or reduce the quality of service, IE: A single record or group of records has the wrong billing category which is causing them to receive wrong pricing.
Problem: A recurring issue that is disrupting business operations or reducing the quality of service, IE: Everytime a user logins in their gender gets blanked out.
Change Request: Modification of existing functionality to change its intended outcome, IE: Need an existing link to go to a new url.
Feature Request: New functionality that does not currently exist, IE: A page that will allow users to pay for membership without logging in.
Hardware Request: New or Replacement equipment for a staff member, IE: A staff members mouse broke and needs to be replaced.
Report Request: Creation or modification of a report, IE: How many on-site registrants purchases a lunch session as well as a AASM branded backpack using a 10% discount code with free shipping.
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