Tickets Setup

Today there are several different types of tickets available in the system, each with it's own purpose. Some setup items are shared among the different ticket types (setup is below) and some are unique to the kind of ticket selected. For each ticket type below, click on the ticket image to see details about that type of ticket.

Campaign Tickets

Used for: Request for someone to do something campaign-related that you haven’t got permissions to do (ie Amend line dates in the past)

Campaign Adjustment Tickets

Used for: Requesting a credit adjustment towards one or more billed line items.

Customer Ticket

Used For: Request for someone to do something customer-related that you haven’t got permissions to do (ie Delete a contact, merge an account, write-off a balance)

Credit Limit Request Ticket

Used for: Setting or raising a credit limit. Initiated by someone who doesn't have access. Ticket routed for approval based on amount, with automation options upon approval.

Ticket Teams

Ticket teams are shared among all the different ticket types. A user can belong to only one team. Once created, teams are then assigned to ticket types and workflows as needed. For example, a financial team can handle financial issues on a campaign or customer account, or a production group can be assigned tickets to handle some production aspects of a campaign and so forth.

Navigate to the menu Setup -> Advertising Setup -> Ticket Type Setup, and then click on Ticket Teams node.

Click the “New” button to create a Ticket Team. Enter the Team Name and add a member from the drop-down menu and click +. Add as many users as needed to the group. Note that once a user is added to one group, this same user cannot be added to another group. These groups can be specialized in functions, for example operations team versus financial teams vs. production teams and so forth. Save the teams.

Click Yes, if emails should be sent to the entire team rather than just the individual when a ticket is assigned to both a person and a team.

This Ticket team assignment is for users of the system only. For Adjustment Tickets, the routing is also potentially based on the sales rep's team. Sales people can be assigned to a team in Sales Rep Setup. The report tab (below) will display teams of both users and reps so that you have one convenient place to view all team assignments together. It's a useful place to review and ensure you have all the users and teams assigned appropriately.

Ticket Teams Report

On the report tab, a user can see and filter ALL the teams and ALL the Users/Reps assigned to those teams:

Convenient Excel and pdf icons are on the top right for downloading the information.

Ticket Priorities

Click the “Ticket Priorities” node to setup the level of criticality of a ticket to be addressed by the group or individual assignee. Save the settings. These ticket Priorities are shared among the various ticket types. Use the three lines in the first column to rearrange the order of these priorities. Whatever is on top will be the default and ticket-by-ticket the user can select a different priority as needed. There is an inactive flag should you no longer wish to use a particular priority code.

Master Ticket Workflows

These master workflows are used by both the Campaign Tickets and the Client Account Tickets. (Adjustment Tickets and Credit Limit Tickets each have their own internal flow, so this section is not relevant to those two)

These are for reporting purposes. Master Ticket Workflows must be created in the system to indicate the status of a ticket. For example, Open, Under Review, Completed and so forth. The master ticket workflow is created so that multiple ticket types with different workflow statuses can be viewed simultaneously on the Campaign Tickets Dashboard & Customer Tickets Dashboard.

When viewing a single ticket type, you will see the workflow steps for that ticket type. When viewing multiple ticket types at once, you will see the master workflow stages instead. In the next section, Ticket Type Workflows, you will see how each status there is linked to a master status.

This is an example of what I might see when viewing a single Production Ticket Type:

This is an example of what I see when viewing a Financial Ticket Type:

And this is what I see when looking at both together:

Ticket Type Workflows

Click the node “Ticket Type Workflows”. These workflows are used by both the Campaign Tickets and the Client Account Tickets. (Adjustment Tickets and Credit Limit Tickets each have their own internal flow, so this section is not relevant to those two)

Click the New button to create a new Ticket Workflow. Enter an ID, description and choose a Master Status from the drop-down. Add as many status lines as needed and mark “Completed” for any statuses which indicate that the ticket is considered closed at that stage. Add color codes as needed (used to make the dashboard colorful). These statuses are then displayed in the Ticket Dashboard for reporting purposes. Save the settings.