Your customer can get to this screen quickly without having to remember a URL and and without having to log in.
What's going on?
What can I do?
Add a note
Flag for review
The customer can flag the ticket for review with you. They will be asked to add a note explaining what they want to discuss - maybe the process wasn't right or maybe they want to do more of this. The customer's designated account representative will have an activity created in ConnectWise. That activity will have the explanation from the customer and will be linked to the ticket.
This feature is game changing for us. Too many times we went to a monthly meeting and the customer would remember they had an issue but could not remember what it was about. This made them feel stupid. Even if they got on to the issue straight away through email that would make them have to explain the ticket, the context and the issue. That correspondence would get buried in the Inbox
FastTrack
Sometimes a P3 is a P1 and we need to give our customers a way to communicate that instead of fuming over the phone or by email.
When a customer wants a ticket expedited they click on this button. They must give a reason why they want to FastTrack the item.
Choosing this option sets the ticket to a special FastTrack status so that your team and easily see and expedite.
Like all options on the ticket you can control who gets FastTrack option. If the customer is not in the DD_FastTrack ConnectWise group they never see this option.
Close a ticket
