TickX Ticket system reinterpreted. TickX Microsoft SharePoint 2010/2013 Ticket System

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1 TickX Microsoft SharePoint 2010/2013 Ticket System

2 INDEX 1. WHAT TICKX CAN DO WHAT TICKX DOES BETTER WHO NEEDS TICKX THE DASHBOARD... 6 ALL THE DETAILS IN ONE VIEW THE CUSTOMER LIST... 9 EFFICIENTLY FIND AND MANAGE CONTACT DATA THE TICKET ONE TICKET ALL THE INFORMATION THE REPORTS/STATISTICS KEEP AN OVERVIEW FEATURES INTEGRATION IN SHAREPOINT 2010/ TICKETS AS CONTAINERS TEMPLATES SIMPLE BILLING: TIME UNITS ROUTING & QUEUES INDIVIDUAL WORKFLOWS NOTIFICATION TEMPLATES UNINTERRUPTED, THANKS TO AJAX HIGH ADAPTABILITY INTEGRATED LIVE-TICKER OPTIMIZED CONTROLS TICKET CREATION BASED ON INTELLIGENT NOTIFICATIONS KEY FEATURES USABILITY ENTITY EDITOR ENTITY EDITOR: SEARCH PROGRESSBAR PRIORITY INDICATOR ENTITY EDITOR: MULTISELECT EXTENDED COMBO BOX media-service consulting & solutions GmbH TickX Version von 20

3 1 WHAT TICKX CAN DO TickX enables companies to show standardized and structured processes in a pro-active workflow. Every scenario can be made reality from a simple request of a test routine to the fully automated linking of services. For all practical purposes this ticket system widely differs from classic help desk tools, like for example the known open source solution OTRS, since the requirements were thought through strictly from a point of view of a company media-service consulting & solutions GmbH TickX Version von 20

4 2 WHAT TICKX DOES BETTER TickX treats tickets as logical containers for tasks that have to be taken care of by an employee or a team. This ticket doesn t have to be a support case in the classical sense of the word, but rather a sum of activities and tasks that require a defined process. Especially team work stands at the center of this solution. Parallel work processes through assignation or delegation of tasks distinguish TickX by means of previously defined competences media-service consulting & solutions GmbH TickX Version von 20

5 3 WHO NEEDS TICKX TickX is developed for companies that offer perfect service through professional work. With SharePoint 2010 (server/foundation) at the base new processes can be made available faster and the team collaboration can improve substantially. TickX is the perfect solution for those who have the highest standards for their support. As a central system for your service staff, it will yield services on the highest level for customers and partners media-service consulting & solutions GmbH TickX Version von 20

6 4 THE DASHBOARD All the details in one view The TickX Dashboard offers your help desk staff an overview of all their relevant items: TICKETS Free Tickets: All Tickets, that are not in process and therefore have not been assigned a person responsible 2014 media-service consulting & solutions GmbH TickX Version von 20

7 My Tickets In Process: Tickets, that were specifically assigned to the signed-in service staff and have not yet been closed My Recently Closed Tickets: All closed tickets assigned to the signed-in employee (timeframe free to be defined) KNOWN ISSUES Known issues are used group ticket by same or similar, reoccuring or persistant problems. Greater contexts can be realized and information is available concentrated at one point. TASKS My Open Tasks: Contains all open tasks and activities of the signed-in support staff Open Group Tasks: Contains all open tasks and activities of groups of which the signed-in support staff is a member 2014 media-service consulting & solutions GmbH TickX Version von 20

8 EVENTS Calendar: Contains all appointments and reminders of the signed-in support employee (view of the month) Current Appointments: Contains open appointments and reminders of the signed-in support employee (view of the week) As a fully integrated SharePoint 2010/ 2013 application TickX is completely customizable and extendable through Webparts media-service consulting & solutions GmbH TickX Version von 20

9 5 THE CUSTOMER LIST Efficiently find and manage Contact data The customer list is the central point for the management of reference data for new and existing customers. Here the data for contacts can be entered and objects can be ascribed to companies. SEARCH MASK Customer selection through diverse filter possibilities. TICKETS List of tickets in process that have been ascribed to a customer 2014 media-service consulting & solutions GmbH TickX Version von 20

10 RESOURCES / OBJECTS Resources (or objects) serve as keys for relationships between activities or additional modules and customers. Depending on the company the objects may be for example a single server, a building or another resource relevant for the company. The resource management also enables the registration of components of single resources (which components is built into which resource/apparatus). EMPLOYEE MANAGEMENT Manage your customer s employees with a few mouse clicks. Know with a single look with whom you re dealing or simply enter a new contact. SITES Manage sites of the customer and easily calculate travel distance and cost when working at their location. COMPONENTS Overview of components used by technicians in tickets and activities for this customer media-service consulting & solutions GmbH TickX Version von 20

11 6 THE TICKET One Ticket all the Information A ticket in TickX serves as container for all the information that pertain to the ticket. COMMUNICATION Progression of incoming and outgoing communication via telephone or with customers or different intern and extern contacts media-service consulting & solutions GmbH TickX Version von 20

12 ACTIVITIES Gathering of needed tasks and activities that lead to the closing of the ticket. These tasks and activities may be assigned to different support staff to optimize the team s capacity. COMPONENTS Components that are used for this customer in this ticket or in its activities. NOTES Gathering of general information that pertains to the ticket. TIME ENTRIES Gathering of the time units that were needed to process a ticket. The used time units may be passed to enterprise resource planning (ERP) through the billing module. RELATED TICKETS Tickets regarding the same problem. Linked by same reference number or being associated with the same known issue. NOTIFICATION HISTORY History of recipients of notifications about changes made to the ticket. HISTORY List of changes made to the ticket media-service consulting & solutions GmbH TickX Version von 20

13 QUICK TICKETS Quick Tickets - a new type of ticket template. To be able to use Quick Tickets a new template of this kind has to be created as ticket template media-service consulting & solutions GmbH TickX Version von 20

14 7 THE REPORTS/STATISTICS Keep an Overview The reports/statistics offer a graphic overview of tickets or time units pertaining to a customer and the assigned support staff for predetermined time spans media-service consulting & solutions GmbH TickX Version von 20

15 8 FEATURES Integration in SharePoint 2010/2013 TickX is fully integrated in SharePoint 2010/2013 (server/foundation), Microsoft s business platform for collaboration with companies. SharePoint enables the simple collaboration of project teams within and outside of the company. Faster and more intelligent work fosters a totally new and creative form of collaboration and communication. TickX makes good use of these advantages and builds on them as a fully integrate ticket system. Tickets as Containers In TickX tickets aren t just simple tickets, but rather containers for a number of activities and a multitude of relevant information. This new understanding of a ticket enables single employees or whole teams to keep an overview at all times. s pertaining to the ticket will be ascribed to the correct ticket (container) through the ticket number automatically. Templates Pre-defined templates for tickets, activities and time units make working with TickX especially simple. Repeating activities can therefore simply be selected by drop down. This not only saves your support staff a lot of time, but also prevents frayed nerves. Simple Billing: Time Units Behind every single ticket stands the solution for a problem. To solve this problem a lot of time is being invested. To be able to bill the afforded work precisely and transparently TickX offers the possibility to lodge a wide variety of billing formats (for example On-Site, In-House, Remote). Each ticket may contain any desired number of billing formats all depending on the need. -Routing & Queues routing enables companies to ascribe incoming s to individual free definable queues. TickX makes sure that the right recipient will be informed about the right tickets, which is especially valuable when you have service teams on several sites or departments. Individual Workflows TickX, as a standard, is delivered with workflows (for example): Tickets from s: Incoming s automatically create new tickets or will be ascribed to existing tickets. -Routing: New s will automatically be ascribed to the right staff, team or site Notification Templates TickX offers multiple ways to create adaptable templates for notifications, which will accelerate the flow of communication considerably. Uninterrupted, Thanks To Ajax Thanks to AJAX TickX updates all pages unnoticed in the background. Therefore you can keep on working uninterruptedly and always have the newest tickets, appointments and call in sight. High Adaptability TickX offers every possibility that is onboard with SharePoint when it comes to adaptation and individualization. Through webparts TickX can be individually adapted or expanded according to the current necessities. Integrated Live-Ticker TickX-Live-Ticker enables administrators to show important notifications to their service staff media-service consulting & solutions GmbH TickX Version von 20

16 Optimized Controls We have expanded TickX and SharePoint with a number of controls in order to greatly improve the user experience and usability. Ticket Creation based on TickX can create tickets from incoming s automatically for you. The sender address or domain will simply be ascribed to one of your customers. TickX can even distinguish between sender (From: Customer) and a technical sender (Sender, Customer). Intelligent Notifications TickX always keeps you in the loop by . Open tickets, current assignments, new tasks or a call-back waiting thanks to intelligent notifications you are always well organized. Who will be notified when about what can be individually adjusted by the user. Key Features Modular and scalable structure Complete integration into Windows-infrastructure through Microsoft SharePoint 2010 (Active Directory, Exchange, Workflows...) Optimized usability through improved controls and telephone support Sending and receiving s Web based Cross browser support (Internet Explorer, Firefox, Chrome, Safari) High adaptability Expandable through third-party manufacturer Archive The TickX Archive archives tickets automatically after configurable number of days. Thus, your TickX remains fast and lucid while still allowing access to archived elements. Using SharePoint Search you will efficiently find information from past tickets. The configuration allows creation of rules for archiving by days passed, queue and customer as well as the retention time of tickets in the archive. Custom content types allow for individualized archive elements with own fields media-service consulting & solutions GmbH TickX Version von 20

17 SEARCH WITHIN THE ARCHIVE TICKET VIEW IN THE ARCHIVE 2014 media-service consulting & solutions GmbH TickX Version von 20

18 9 USABILITY TickX Fluency TickX Fluency stands for a seamless flow of user actions, enabling users reaching their target for example the creation of a ticket plus further information uninterrupted and with maximum efficiency. TickX version 1.4 and above achieve this functionality with new buttons for save and cancel that allow wizard-like sequences of dialogs for new elements. Entity Editor TickX contains an optimized search function. Entity Editor: search The search function in TickX simplifies the search for information media-service consulting & solutions GmbH TickX Version von 20

19 Progressbar In TickX, a single glance is enough to see the progress of a ticket. Priority Indicator Priority graphically enhanced. TickX lets you know how urgently you have to react. Entity Editor: Multiselect In multiple-choice functions you can comfortably add or remove elements media-service consulting & solutions GmbH TickX Version von 20

20 Extended Combo box TickX filters and completes your entries while typing. For further information, please visit us on our website: http// media-service consulting & solutions GmbH TickX Version von 20