Notes area within Customer section
Within each customer profile there is a notes section. The issue with it right now for me is that the notes section is just one spot. Meaning that when you add notes to it and save it just saves it within that one location and does not create a notes entry as most notes areas are expected to do. Normally notes/comments are like comments on facebook/other social media where it does not just stay in a big paragraph but with time stamps and other important information to give more context to that specific note.
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180 Degrees IT commented
+1 Great idea! :)
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Chuckles (Instigator, RS User) commented
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Sure,
The difference is...
Current notes field for customers is limited to only one entry and most importantly... Is only viewable from the client profile. Employees rarely spend time in the profile and spend most time managing tickets as they should be-
To get around this... That the process would have to be... Check the client profile when visiting every ticket for any special instructions before working on the ticket. These notes should be viewable without having to leave the actual ticket. Not so good for process or productivity-
The goal should be to stay on the ticket and not have to leave it to find the info you need. The ticket Should be the centralized point of the system for communication and info for the staff/client.
Comment logs only flow through a single ticket and is not viewable/shares on other tickets for reference without leaving the ticket and/or performing a search through tickets.
If you wanted the same info on multiple tickets, you would have to copy it manually or inform all techs manually to add this note to each ticket for the client.
Both are too slow and hard to manage-
Notes should be able to be attached to tickets, client profiles, or company profiles- it would help us streamline communication of client needs, company wide documentation, and other notes that pertain to the client like preferences/info about the client.
Notes are different from comments. Comments are for communication flow between staff to staff or client to staff. Notes relate to preferences and relate to the most important details about the ticket. Sometimes- our tickets are VERY long... Especially if we copy in emails received... So having a notes are would allow to take the most important notes from the comments and allocate them to a single area. If further details or understanding is needed... Then the staff could look through the communication comments for a better understanding Of the dialog.
So... Comments are dialog and notes are preferences/most important info.
P.s- with canned responses... Is it possible to has the canned responses added to the comment instead of overwriting it??? It would be great to have an option that stated "insert canned response at curser location". And then to auto add an employee signature would be awesome! -
Chuckles (Instigator, RS User) commented
Agree on this - Here is some info that I've shared with Robert that pertain to this:
Hi Robert/Troy,
One thing we are having issues with is communicating company wide notes when working on tickets. It would be nice to have an area that shows all notes that should be seen on all tickets for a particular client/company. Sometimes it relates to user preferences or sometimes it relates to logins.
It is particularly difficult to organize work (with the bigger clients/companies) when we have to search through multiple tickets to find the login or other info related to this.
Notes (that are seen with every ticket for the user/company) should also have the ability to add an attachment.
A great example for this is company directories/phone lists. With Burnett Dairy (our biggest client) they have almost 80 users that we stay in contact with. Having a universal note labeled "Phone List" with an excel attached spreadsheet would allow us to easily reference/update this list as needed.
The universal note section could be located in the user profile page. Maybe modify the client attachment section and have it visible on each ticket???
We also have been having issues managing logins/passwords with network equipment and other logins for software. The universal notes section would solve this issue as well since you could label the note as you saw fit.
A possible idea, to utilize screen space, would be to do something similar to the ticket timer. Have a popup that would display all the universal notes for that client/company.
Serial Codes for Antivirus software or multiuser office suites could also be managed with this universal notes section.
We are learning that communication of this information is hard and difficult to do with the current RS structure.
Maybe this will be a good solution to unify communications among staff. As you progress towards a hybrid helpdesk/break fix repair solution (soon to be the best), this feature is standard in most helpdesk driven systems that I've seen.
Generally speaking… Notes could be assigned to…
1. Company (Appears on every ticket for any employee – phone list for example or antivirus tracking sheet) – Company Note
2. Employee/Contact directly (Appears on all tickets created for that specific employee) – Client Note
3. Specific Tickets (Appears only on that ticket and is not available universally) – Ticket Note
Personally, not stating I’m correct, I’d feel that a hyperlink/button for “notes” (save real estate space on the ticket page) could be added to the ticket view that would popup a window (similar to other popup options in RS – ie ticket timer).
Keeping it simple, it could look like this (really basic outline)~
RepairShopr <help@repairshopr.com> wrote:
Chuck,Just to clarify -- how would this be different from the current notes field on Customers or the comments log on tickets?
Thanks,
Robert