Tracker

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Tracker
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Important!

• Justification of our department
• Helps your co-workers
• Extra mile customer service
• Saves time!

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Etiquette

• Tracker everything!
• Actively listen to the customer
• Create tickets with good subjects
• Make notes cut and paste friendly
• Pay attention to wording
• Dont duplicate if possible
• Be friendly ?

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Etiquette E-mail

• All notes Visible to Everyone are sent to the
  customer
• The reason for the wording is to make sure this
  is very clear
• Put notes into context
• When you reference a previous note make sure it
  is visible to the customer
• Make sure e-mail contact is checked
• Remember, your name is sent with each note!

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E-mail

• When is e-mail really sent?
• When the status of a ticket changes. Example
  change from Open to Pending
• When new notes are marked as Visible to
  Everyone
• When is e-mail not sent?
• When new contacts are added
• When new internal notes are added
• When tickets change queues
• Let the tracker do the thinking for you!

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E-mail Import

• E-mail is imported every 5 minutes
• GUID is assigned to each ticket and sent in the
  body of the message with instructions on how to
  reply
• Customers must reply at the top of an e-mail
  message. This allows the previous notes to be
  removed from the e-mail message
• Messages with the same subject and same contact
  as an existing ticket will be added to that ticket

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Usage - General

• Ask for email address up-front
• Check for existing tickets or recently closed
  problems
• Start with notes if possible and then summarize
  ticket
• Select proper ticket-type based on problem
• Enter as much information as possible/useable
• Jot down notes IN tracker

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Usage Entering Contacts

• Allowed Searches
• E-mail Address
• Username
• Other addresses registered in Banner
• ID Numbers
• Student ID
• Vandal ID
• Name
• Last Name, First Name (portions)
• Banner name information is case sensitive

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Usage Entering Contacts

• You can associate three items to a contact
• E-mail Address
• Phone Number
• Physical Location
• Do not enter phone numbers or room numbers in
  notes. Associating them with a contact allows
  for easy selection when they contact us again.

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Usage - Productivity

• View Tickets of each contact
• View Accounts of each contact
• Combine ticket information
• Split tickets for multiple requests
• Use priority and status
• Allow customer to provide additional information
  via e-mail

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Usage - Productivity

• Delete spam or other useless tickets
• Delete unnecessary notes
• Cleanup notes to make more readable
• Keep a tracker window open all the time
• Limited search functionality

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Customization

• Customize colors/background/text
• Timeouts
• Default e-mail address
• Columns

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Scenarios

• Vandalmail Password Issue
• Banner Password Change
• Faculty WebCT Training
• Incorrectly Identified Spam

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Queues

• What are some queues to know about?
• Server Systems (SST)
• Novell Servers, Windows Servers, Unix Servers
• Network Team
• Core Network, Wireless Network, NMS
• Unix Team
• Sun Servers, iPlanet E-mail System
• Web Team
• WebEdit, Web Policy
• CTI
• WebCT, Faculty Technology Support