Severity tags
Can Tender filter Severity codes or tags? Is there a way for us to force our customers to put severity numbers (1-4) on their tickets? We are a on-line CRM and I'm the support guy. I get about 100 tickets per week (good or bad that is just the traffic right now). We would like to set some sort of support policy and were thinking of starting with using severity limits, codes, numbers, whatever.
Was Tender set-up to manage tickets this way? And if not, what would you suggest to us to help manager 100 tickets per week? And set some sort of SLA for our customers.
I just noticed your "Verify Human" box, could we implement something like that on our account but have it for Severity numbers?
Thank you
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1 Posted by Will on 01 Mar, 2010 08:05 PM
Tender is not designed to handle severity as user-side option. You can generate filters based on keywords that will automatically queue discussions containing the desired words, have a special submission for users and a category for extremely urgent matters, or manually triage and queue allowing staff to decide what is accurately urgent.
Which direction is taken is really up to your preferred workflow within Tender. Everyone functions a little different. Using the first moments on tender to quickly go through discussions and place them in a queue has been working well for many Tender users.
Right now, we do not allow for custom input fields for Tender. Such a feature is still in debate but unlikely for the near future.
Support Staff 2 Posted by Courtenay on 02 Mar, 2010 10:11 AM
We base our philosophy on Tender on the concept of "Priority Zero". This has been borne out by experience. The sad truth is that users don't appreciate what the true priority of their requests are, so it's not worth complicating the new-issue form.
http://blogs.msdn.com/oldnewthing/archive/2008/11/21/9131198.aspx is the Priority Zero article, if you're interested.
Courtenay closed this discussion on 02 Mar, 2010 10:11 AM.