The Ticket screen has the same overall layout as the Case and Action screen, and the same basic features including adding a note to a work item, sending an email, viewing the files and links attached and viewing the comms/timeline, but it also contains some Ticket-specific features. Watch this video to find out more:
At the top of the Ticket screen, you'll see the title of the Ticket.
Depending on Builder settings, this may be editable throughout the duration of a Ticket.
The title of the Ticket that will appear at the top of the Ticket's tab.
And the title will appear in the 'Title' column of the homepage grid for the Ticket.
You can copy the Ticket's reference and number by clicking on the copy icon in the tab:
The Ticket's due date will display, colour-coded to show if the date is:
On schedule:
Due today:
Late:
If a Ticket has been configured with an override due date option in Builder, then you will be able to override the due date of a Ticket by clicking on the due date in the header and changing the date in the popup.
Please note that if you change the category of the Ticket to a category that does not allow the option of overriding the due date, then the system will recalculate and use the due date that has been configured for that category in Builder.
You can also see whether or not the Ticket has been assigned, and who to.
You are able to reassign and unassign an Ticket, or assign the Ticket to yourself if it has not been assigned to you already.
See here for more information about assigning work in Enate:
In the Info Card you can see the status of the Ticket and change the status as needed.
The main label on the left side of the Info Card will display the status the Ticket is currently in. The dropdown button on the right side gives options for the states which you can move it into as part of processing.
See here for more information about processing a Ticket:
Once you have selected the new status from the dropdown and filled in any further required information, click the button to confirm.
The border of the Info Card highlights in a colour relating to the current status – once you have clicked the button to change status, the system will process the changes – the border colour and new status will change to confirm that the status update has occurred.
When changing the status of a work item, if you are moving it to a state of 'In Progress', the work item tab will remain open upon confirming the new status. When changing to any other status, e.g. 'Wait' or 'Rejected', the tab will automatically close. A label under the Status will inform you of this in advance.
In addition to showing the Ticket's status, the following information is displayed directly underneath:
Set by - who set the status
Reason - the status change reason - i.e. why was it changed, this could be manual or as part of a process)
Date - when the status was changed
Last Updated By - who last changed some data on the Ticket
Last Updated On - when some data was last changed on the Ticket
Note that not all of the above information will be displayed every time, the information that is shown depends on the status of the Ticket and how the Ticket has been configured in Builder.
The Settings Card shows you detailed information about the Ticket, including:
The name of the Ticket process
The Ticket's context (Customer>Contract>Service>Ticket Process), plus the Ticket's category and sub categories. These can be modified by expanding the card
Expanding the Settings Card will show you:
The name of the Ticket process
Editable versions of the Ticket's context (Customer>Contract>Service>Ticket Process), plus the Ticket's category and sub categories
When, how and who created the Ticket
If this Ticket was created from another work item, the initial request date shows the start date of the original request, allowing you to capture the entire length of time it has taken to complete a request.
Keep with me - users who have this option selected will be auto assigned as the work item's owner or assignee. This can still be changed manually.
Send Automated Emails - the option to send out automated emails e.g. Ticket acknowledgement emails to the Ticket's contacts.
Depending on if record count has been configured to be visible on a Ticket, users will also be able to see and interact with the record count on the Ticket Settings card.
The Contacts Card is where you can specify the people who relate to the Ticket.
By default, the available relationships are:
Primary Contact – the main person you are dealing with for this Ticket. This is mandatory for Tickets.
Requester – the person that raised the initial request. This is mandatory for Tickets.
Subject – who the Ticket is about (this may be neither of the above).
Very often all three will be the same person.
CCs – any further contacts which can be copied on any correspondence. When a contact is tagged only as ‘CC’, it will be displayed in the separate CCs section (hidden until any CC-only contacts exist on the work item.
Note: it is possible to add further relationship types into the system. See here for more information on how to add contact tags.
Auto-populating a Ticket's contacts
When an email arrives from an address which is associated with a system user or an external contact which has been previously recorded in the system, then their details are automatically populated on the contacts tab when the Ticket is created by the system. They will automatically be tagged as the Requester, Subject and Primary Contact. These tags can be removed.
Optionally the first operator to assess the Ticket can also set them as the Primary Contact if deemed appropriated by their assessment. If you tag another contact as any of these relationship types, the tag will be removed from the previous contact.
Manually Populating a Ticket's Contact's
A Ticket's contacts will usually be auto-populated from an initial email. However, if the Ticket's contacts are not auto-populated or if you want to add a different contact to the Ticket, you can add contacts to the Ticket manually by searching for them in the Contacts Card.
If you search for a user in the Contacts Card that does not exist in the system, you can create a new contact by clicking on the ‘Create Contact’ option and filling in the contact's details.
If you have written the email address for the contact, the system will decode and auto-populate the first name and last name of the contact. Once you fill in all the information and click on create contact, the system will redirect you back to the work item.
When you manually add a contact they will be set as the Primary Contact, Requester and Subject by default. You can manually reassign these tags to other users afterwards.
To help you manage activity against your SLAs, Enate allows users to track the time it takes for work items to be completed, both as an overall total and broken out by the various resources who may have worked on it.
The Time Tracker Card in work items tracks the time of each individual browser session that the item is worked on.
See here for more information about time tracking:
Additionally, a Custom Card can be configured to display custom data.
See here for more information:
When you're working on a Ticket, Action or Case, operational issues can occur which have an effect on how you're able to deliver the process. It is important to record these as a way to highlight them for others who may view or work on the item, and to help with longer term efforts to improve process delivery.
Watch this video to find out more about recording defects in Enate.
You can also go to the dedicated article to find out more:
If during processing of a Ticket query it becomes apparent that the request is better handled via a specific Case, you can support this by choosing to convert the Ticket into a Case. You can do this via the ‘Convert to Case’ option from the Ticket screen.
See here for more information:
If an incoming email creates a new Ticket instead of auto-appending itself to an already existing request, you can merge the Ticket into the other work item. You do this by selecting the 'Merge' option from the Ticket screen.
See here for more information:
If a Ticket contains multiple separate queries / questions which are better managed separately you can split the Ticket. You do this by clicking on the Split option from the Ticket screen.
See here for more information:
When a new email or Self Service message has come in for a Ticket that hasn't been read yet, the New Information icon will be highlighted. Clicking on it shows you when the new information was received.
You can choose to mark the new information as read which will set the New Information icon back to normal. You can also mark the information as unread by clicking on the 'Mark as New' option.
This provides a link to the Standard Operating Procedure for the work item that has been set in Builder.
If the ‘Allow Feedback’ setting is ticked in Builder (see here for more information on how to do this), the Customer Feedback icon will appear in the Ticket's Header Ribbon.
It will show you your current feedback rating as well as recent customer feedback. See here for more information about getting Customer Feedback.
When manually starting a Ticket directly in Enate it will sit in a state of 'Draft' until it has been submitted for the first time.
To submit a Ticket, you must:
Add a Title
Enter a Ticket description in the section provided (after submitting, this section will disappear and instead will show as the initial submission note).
Set a Ticket Category in the Settings Tab - see here for more information
Set a Primary Contact and a Requester in the Contacts section.
Note: For manually created Tickets which have yet to have a title and description entered for them, if you send out an email prior to initial submitting (and saving) of the Ticket, the system will auto-populate the Ticket title and description from the email subject and description respectively. Upon sending an email, the email’s subject and body are copied into the Ticket’s title and description.
Then hit the ‘Submit’ button.
Once you have successfully submitted the Ticket, the Ticket will close and a confirmation pop-up will display showing that the Ticket has been submitted successfully and is now in a state of To Do.
You can click the Ticket reference link on this message to immediately re-open the Ticket (note that the Ticket may still be processing if you re-open the tab immediately). Alternatively, you can re-open using the ‘Recently Accessed’ link at the foot of the navigation dropdown.
When you see a Ticket in a state of To Do, it means that it is not currently being progressed.
The Ticket will sit in a status of To Do until a resource has picked it up - this could be a human resource or a robot resource.
Once you start updating a Ticket in a state of To Do, it will:
automatically assign to you and
the status will change to ‘In progress’
You can also choose to change the state yourself.
When a Ticket is in a state of In Progress, this signifies that work is now underway. It will stay in that status until it’s resolved (unless it needs to be moved to a state of Wait).
You can change the category of the Ticket after it has been initially categorised and an entry will appear in the timeline showing who changed the Ticket category, when they changed it and what it has been changed to.
Note that you will need to have selected the 'Ticket Category Changed' option from the timeline filter for this to show.
If you’ve picked up a Ticket in error, or if your reach the conclusion that it’s not a piece of work you’re going to be able to progress, you can unassign it from yourself, either to another resource or just back to its Queue. This could be after 10 seconds or half an hour, but when you do this the system will automatically set the status back to ‘To Do’ to let everyone know that it’s not going to be progressed until another resource picks it up. You can also just manually set the status back to ‘To Do’ if for example you started working on it in error and need to quickly undo the status change.
Similarly, if a robot resource rejects a piece of work, its status will be set back to ‘To Do’ as part of handing it over for a human resource to carry out.
If you’re working on a Ticket and you have to temporarily halt work on it because you’re waiting for some additional information or because of some other temporary blocker, you should choose the ‘Wait’ status.
When placing a Ticket into a state of 'Wait', you need to specify the type of wait. The options are:
Impact on SLA clock: SLA clock PAUSES while a Ticket is in this state, IF the Ticket's Due Date rule (configured during process design) has 'Add Wait Time To Due Date' set to ON. If it is set to OFF, the SLA clock CONTINUES while the Ticket is in this state.
If you’re working on a Ticket and you have to temporarily halt work on it because you’re waiting for some for some information from a third party or client, you should choose 'Wait for more information' and then add the number of days you want to wait for a response.
Upon confirming the 'Wait for more information' status, the Ticket will move from your Work Inbox into your Owned Work list, as there is no active work to be carried out on it until a response is received.
Once a response has been received, the Ticket will move back from your Owned Work list into your Work Inbox in a state of To Do, highlighted for you to progress.
Alternatively, if you have set the ‘Close if no response received’ to On, then upon reaching the number of days to wait if there has been no response received from the client, the Ticket will automatically close.
Impact on SLA clock: SLA clock CONTINUES while Ticket is in this state.
If you’re working on a Ticket and you have to temporarily halt work on it until a specific future date/time, you should choose 'Wait Until'.
When you select 'Wait Until', you must specify the desired follow up date and time.
Upon confirming the 'Wait Until' status, the Ticket will move from your Work Inbox into your Owned Work list, as there is no active work to be carried out on it until the follow up date.
When this date is reached, the Ticket will move back from your Owned Work list into your Work Inbox in a state of To Do, highlighted for you to progress.
Re-select this option if you wish to take the Ticket off 'Wait'.
You signify completing a Ticket by marking it as Resolved.
In addition to marking the Ticket as resolved you can specify the 'Resolution Method', with the following options:
With Customer Response
No customer response
Rejected
Rejected as Spam
The Ticket will then move to a state of Closed, unless a feedback window has been set for it, in which case it will move to a state of Resolved. See below for more information on this.
When you select to resolve a Ticket, if it has been configured this way in your system (see here for more information), you must either:
Send a resolution email
or
Add an internal resolution note
If you mark the Ticket as resolved and have not done either of these, the system will bring up a reminder message:
If you then choose to send a resolution email, the system will show this with a green tick in the email or note:
You will then be able to mark the Ticket as resolved.
If you have already added a resolution
If you have just added a note or sent an email before marking as ‘resolved’, the system will automatically mark this accordingly, and will not ask you to add a further resolution confirmation.
Subsequent Resolution Note / Email display in timeline.
For resolved Tickets, you will be able to see the note / email which was tagged as the resolution highlighted in green with tick marker:
Quick Resolution
For quick resolution, you can also send your resolving email and mark the Ticket as resolved in a single click. Just click the ‘Send and Resolve’ button at the foot of the email you are sending.
Note, this option is not available if you are sending an email from the pop-out screen. You need to come back to the main Ticket browser screen to confirm resolution of the Ticket.
After a Ticket has been resolved it may sit in that status for a brief period if a Feedback Window has been set for it - during this time period the service recipient may respond and the Ticket may be reopened, either manually using the 'Reopen' button or automatically upon receipt of a new incoming email or feedback within the time period.
Please note that when work items are reopened, the data stored for who resolved it and when it was resolved are persisted, and are not overwritten when the item is resolved for a second time.
After the feedback window has completed without any further response, the Ticket will move to a state of fully 'Closed'. Any subsequent mails received will launch a brand new work item.
Note: You can easily move an item from draft straight through to resolved - a good example of this is a ticket query which gets resolved on first contact.
The 'Merge' functionality in Enate lets you merge existing work items together so that queries which arrived separately - but should in fact be processed together - can be processed as one work item.
This is useful when, for example, an incoming email relating to an existing request inadvertently creates a new Ticket instead of auto-appending itself to an already existing request. This can sometimes happen if the incoming email isn't a direct reply to a previously sent Enate email or if the reference number of the initial Ticket isn't part of the email.
Watch this video to find out more about how to use the merge feature or continue reading below.
There are two ways you can merge Tickets in Enate:
To merge a Ticket into another work item, click on the 'merge' tab and select the option to close 'This work item'. Then from the accompanying search field select the work item you want to merge the Ticket into from the Search bar. You can search by title, reference number or the name of the customer, contract or service that the work item belongs to.
Please note: when choosing to close THIS Ticket and merge other work items into it, select a Ticket, Case or Action to merge the Ticket into, but note that the work item selected must be running. Additionally, if your search returns more than 50 results, only the most relevant top 50 will be displayed. If your desired work item does not appear in the top 50 results, add more search criteria to narrow down the results.
Select the Merge button from the Info card to confirm.
The Ticket tab will close and be marked as 'Closed' with a resolution method of 'Merged'.
If you click view this ‘closed’ Ticket again, you will see its status, who it was resolved by, when it was resolved and its resolution method (i.e. 'Merged'). Additionally, the Info card will display a link to the work item it was merged into.
Communications from the now closed Ticket will now display in the timeline of the remaining work item, marked with a green dot to show they are new to this work item and the reference number of the Ticket they originate from. The markers will clear when a user sets the new information icon as read.
To keep this Ticket open and merge other existing Tickets into it, click on the 'merge' tab and select the option to close ‘Other work Items’. Then select for the desired Ticket(s) to merge the Ticket into from the Search bar. You can search by title, reference number or the name of the customer, contract or service that the work item belongs to.
Please note: when choosing to close OTHER work items, you can only select Tickets, but you can select multiple Tickets at one time. If your search returns more than 50 results, only the most relevant top 50 will be displayed. If your desired work item does not appear in the top 50 results, add more search criteria to narrow down the results.
Select the Merge button from the Info card to confirm.
The other Ticket(s) will be set to ‘Closed' with a Resolution method of 'Merged' and a link to the Ticket they were merged into. If you click view the ‘closed’ Ticket(s), you will see its status, who it was resolved by, when it was resolved and its resolution method (i.e. 'Merged'). Additionally, the Info card will display a link to the work item it was merged into.
Communications from the now closed Ticket will now display in the timeline of the remaining Ticket, marked with a green dot to show they are new to this work item and the reference number of the Ticket they originate from. The markers will clear when a user sets the new information icon as read.
When merging a Ticket or Tickets into another work item, the Due Date of that remaining work item is the single relevant Due Date for any ongoing work. It is not recalculated as part of the merging, and similarly the due dates of any of the previously running work items (now set to Closed) are not recalculated before their status is set to Closed. Examples:
If an overdue ticket is merged into an on-time work item, the Due Date of the remaining work item stays unaffected - it is not classed as now being Overdue.
If an on-time ticket is merged into an overdue work item, the Due Date of the remaining work item stays unaffected - it is not classed as now being 'on time'.
If a Ticket contains multiple separate queries / questions which are better managed separately you can split the Ticket. Click on the Split tab in the Activities tabs to start the split:
The screen will default split into two Tickets. You can manually add more splits if you wish by clicking on the '+' icon. The Title, Description and Context (Customer >> Ticket Category etc.) are copied from the current Ticket, but all can be modified. You can choose to keep each separate Ticket with you.
Confirm the Ticket split by clicking the button in the Info card:
After splitting, the original Ticket will be set to ‘Wait– split Ticket’ with links to the new Tickets the original was split into.
Once the split Tickets are resolved and the feedback window if they have one has expired, this original Ticket will be set to fully complete.
For SLA purposes the start date of the original Ticket is copied to each of the Resulting Tickets and the time when the original Ticket has been marked as Resolved is calculated as the time when the last Ticket it has been split into gets resolved.
For example, if Ticket A has been split into Tickets B and C, and Ticket B is resolved at '2022-02-02 01:10:00' and Ticket C is resolved at '2022-02-03 02:00:00', the time marked for when Ticket A is Resolved will be '2022-02-03 02:00:00'.
You can cancel the splitting of a Ticket at any time by navigating away from the Split tab (the main Action button on the Ticket changes away from ‘Split’, so you can be sure you’re not splitting it).
If during the processing of a Ticket query it becomes apparent to you that the request is best handled as a Case, you may choose to convert the Ticket to a Case.'
To convert a Ticket into a Case, expand the settings card of a Ticket, select 'Convert to Case' and then select the Case process you want to convert the Ticket into.
The system will then bring up any relevant custom cards for that Case - just fill in any required data and then click on 'Start Case' in the info card.
If your system has be configured to allow you to override the due date upon Case creation, you can select a new due date here.
If your system has been configured to set a schedule for a new Case upon creation in work manager, you can select a schedule here.
You can choose to keep each separate Ticket with you by selecting 'Keep with me' in the settings card and you can choose to send an email to the primary contact for the Ticket informing them that the Ticket has been turned into a Case by selecting the 'Send Automated Emails' option.
Confirm the Ticket promotion up to a Case by clicking the button in the Info card:
You will see a confirmation messages informing you that the Ticket will be closed and replaced by a Case (with the same reference number, but a ‘-C’ ending).
The original Ticket does not form any further part of service delivery and will now be in a state of Waiting with a Resolution Method of 'Case Launched' with a link to that Case.
The original Ticket will move to a state of Closed when the Case that has been launched is Closed.
The new Case launched will be in a state of To Do.
