SPEAKER: So let's imagine that your team has created a
spectacular software product.
And then you've given it to your clients to use.
One of the things that you can do to improve your client
experience is once they receive your software product
is to allow them to submit any support tickets or instances
to you so that you can start improving the product and
flush out any bugs that are found.
The best way to do this is to use a
support ticketing system.
Luckily, ALMComplete has a support ticketing feature
built in so you can very easily create support pages
that your clients can use.
And then any ticket that's entered during that process
will flow into the Defects section of ALMComplete.
And then your support team can manage those tickets from
within ALMComplete.
Your client, on the other hand, as they enter those
tickets, can check the status of those tickets
online at any time.
So they don't actually have to place a phone call to you to
find out what the current status of their ticket is.
So how does all of this work, and how do you set these
things up with in ALMComplete?
Well, the first thing you do is you go to the Defects
section within ALMComplete.
And then you select the product in which you want to
have the tickets flow into.
If you'd like for them to flow into a particular folder--
and this is a good practice--
you can come here, and you can add a folder just for your
support tickets.
Let's do that.
All right, once you do that, you'll notice that this folder
now has no issues or defects in it.
The second step is to go into the set up area of
ALMComplete, expand the System Configuration, and then click
on the Support Manager.
Notice that we don't have any support managers built in yet,
so we need to add one.
To add one, simply press Add New Manager.
Now you'll want to give your support ticket management a
name, so let's call this our ACME
Support Management System.
Next, you can describe what this ticket system is, used to
allow our clients to enter tickets to ACME.
And then finally, notice that there's a project here.
This is the ACME Development project, which means that any
tickets that are entered will flow into this
project over here.
Next, you can tell it what folder you want those tickets
to flow into.
If you remember, we just created a
Support Tickets folder.
So we want all of the tickets to be routed into that
particular folder.
The next step, by pressing Next here, is to start to
tailor the look and the feel of your support ticket
management system.
The first thing you might want to do is add a logo so that
they can see that the ticketing
system is for your company.
To do that simply press the Browse button and choose your
logo from the list here.
Next, if you'd like to tailor the way the support ticketing
system looks, you can also create your own custom
cascading style sheet file and associate that with the
ticketing system.
So that'll allow you to carry over your fonts and your
colors and that kind of thing.
The next thing you'll want to do is enter the name of your
ticketing system.
Some people like to call their support
tickets support tickets.
Some like to call them support incidents.
So it's totally up to you as to how you want that to be
displayed to your clients.
So we'll call ours support tickets.
Next, whenever the client logs in to enter a ticket, you can
have a custom banner there that welcomes them to use the
ticketing system.
So whatever you put in this login caption
will be shown there.
So we can say, welcome to the ACME support ticket system.
Next you'll want to put in a Support Team Name.
So if your support team is called the ACME support team,
type that there.
So normally people will put in their company name followed by
the word support team.
And then you can put in your support email.
As tickets are entered by your clients, they're going to be
routed to a particular email address so that your team is
aware that the tickets have flowed in.
So this would be the email or distribution list that you
want those tickets to be routed to.
So in our case, we're going to send them over to
support@acme.com.
Now, we also saw how we were able to place a logo in here.
Whenever the logo is shown on the screen, like this logo
here, your client can actually click on the logo and then go
to your website.
So if you wanted to put in your website address here, and
if they click on the logo, it can go directly there.
And then finally we have Allow Attachments.
It's a good practice to go ahead and allow your clients
to send you over attachments.
So that could be screenshots or Excel spreadsheets, that
kind of thing.
So as they're entering in their ticket, if they want to
upload files at the very same time, to allow that capability
simply press this little button here.
Then we're going to click Next to start setting up the
details of the ticketing system.
Once we press Next, we'll see that it has automatically
filled in a lot of information for us to allow us to start to
tailor the way the support ticket screen is going to
appear to our end client.
Notice that we're first going to collect a short
description.
And that's going to go into the Title field for this
particular ticket.
And I would make that a required field.
You can also give it a different name, maybe a short
description or something like that.
And then notice the Tool Tip.
If you want to give your client a tool tip, which will
explain how to use that, you can type that in here.
You can say, enter a short description of the issue you
are experiencing.
All right, and likewise, we have Description here.
We want to make that a required field.
And we can put in here, enter all the details of your issue.
Status, we decided that we're not going to
show that on the screen.
But we are going to collect that
information behind the scenes.
And we're going to set that to a New state.
So it'll go into a status of New when it comes in.
We're going to take that same approach here on assigning it
to someone automatically, Priority, Severity,
those kind of things.
Once we're done here, we can press Save.
Now if you do want to move the fields around, you can use
this little thing here to move things around.
And it'll make it appear on a different section of the page
depending on what you're trying to accomplish there.
So it does allow you complete freedom in how you're
collecting information from your end client.
I'll go ahead and press Save.
And notice it has now created my page.
Once it creates your support page for your client, notice
this URL here.
And that will be the URL that you will end up publishing on
your website so that your clients can actually get in
and enter tickets.
And if you want to test this out, simply press that link.
And it'll bring up your support site.
And now we can see that it's done that.
Now notice whenever we were setting up the ticketing
system, we decided to put in a login caption called, welcome
to the ACME support system.
And you can see that it used that preference when it
created your website.
So let's imagine that I'm your end client, and I want to
enter a ticket that gets routed to you.
I can enter in my email address, because all of your
clients will have an email address, and it will use that
to route the ticketing information over to them so
that they can then annotate the ticket later on if they
want or check the status.
Then your client will login.
Now, if they've never logged in before, it'll also collect
some additional information from them like their company
name, their phone number, that kind of thing.
But if they've entered a ticket at least once, it'll
remember that information.
Also notice here that it has automatically
put your logo here.
Because in that second step of setting up the support ticket
site, you were asked to choose a logo, which we did.
And you can also see that if I hover over that logo, I can
click that.
And it'll go to the website that we specified
on that set up screen.
All right, now we also asked it to allow the client to
enter in a short description and a long description.
And we put in a tool tip here to get them started.
So let's say that your client is having a problem printing.
OK, maybe they're having an issue printing an invoice.
And then we can have them specify more descriptive
information.
When I try to print an invoice, I get an error 345.
If they wanted to attach files, like screen shots and
that kind of thing, they have the freedom to do
that at that point.
Once they press Submit Support Ticket, it will then submit
that support ticket, which will then flow into your
version of ALMComplete.
It'll also tell your client here what ticket number has
been generated.
Now you also remember that we named your support ticketing
system support ticket.
We could have named it support incidents.
That would all be changed here based on how you set your
support ticketing system up.
So it gives you a lot of freedom there.
OK, now one of the things that happens once a client submits
a support ticket is it will automatically send to the
client a copy of the ticket.
And it'll also send your support team a copy of that
ticket as well to let them know that it's arrived.
And if you remember, when we were setting up this ticketing
system, we specified those attributes
on this second page.
This is the support ticket email address that's going to
be sent out.
OK, so what does that look like from an end user
perspective?
When your client receives an email, it will look something
similar to this.
It'll have your logo on it.
And it'll have all of the details of the ticket that
they have submitted.
They can also check the status of the ticket by clicking this
area over here.
They can also annotate the ticket at any time by clicking
this Update Items With Additional Details, which
allow them to annotate the ticket as needed.
Now, your support team will see something very similar to
this as well.
Your support team will see the ticket information
along with your logo.
But they'll also have a couple of additional options.
They can send the client a response.
In other words, if they would like to communicate directly
with the client, they can click that and start to guide
the client.
And anything they post there will be then added to the
ticket as a note.
They can also update this ticket at any
time by clicking here.
And that will allow them to update the
status of the ticket.
They can also do this directly from ALMComplete.
Within ALMComplete, your support team can go to the
Defects section.
And notice that ticket has now arrived in the Support Tickets
folder that we'd created earlier.
And at that point, they can begin working this ticket.
So they can come in here and resolve it or do whatever they
need to do and fill in some of the
resolution information here.
And then that information then can be updated
on the ticket itself.
One of the added advantages of using ALMComplete to manage
all of your support tickets is the querying and dashboarding
capabilities.
Notice that since these are going into our Defect section,
we can simply go to our Dashboard, and we can
determine how many tickets are coming in day by day and how
many are resolved.
To do that, we simply go to our Defect Chart.
And then we can query just on the support ticketing.
And we can see day by day how that's trending.
You can also use this same type of approach here for
you're defect analysis, maybe by Defects By
Priority, for example.
We can look at just your support tickets, or we can
aggregate everything.
We can do the same thing here for Defects By Severity.
So if you'd like to look at just your support tickets, you
can do that.
Or if you want to see everything as an aggregate,
you have the capability to do that as well.
All right, well this concludes the demo of the support
ticketing system.
We hope you enjoy this new functionality.
Thank you.