Tip of the week: streamline support using problem and incident tickets
Last updated December 10, 2012
For support agents it might be routine to answer an incoming question, solve a ticket, and move on to the next one. But what about those times when the issue is larger and impacts several customers at the same time? When faced with this kind of problem it is likely you will receive several similar tickets from customers reporting the same issue, and this behavior can end up flooding your help desk.
Whether a problem affects ten users or a thousand users, our latest tip of the week explains how to use Incident and Problem ticket types to notify all users in one swift action.
Learn how to create Problem ticket views, reports and triggers to save time for your staff and your customers in this forum post!