Trouble ticketing and customer incident management process

Trouble ticketing workflow: managing incident resolution tasks

ProcessMate is a cloud software managing processes through easy configuration that requires no IT skills and can be accomplished in a few minutes. The system requires no installation or hardware, it’s in cloud so you can have it set up in minutes.

As one of the available process templates, ProcessMate has trouble ticketing resolution workflow. The process will follow a defined set of steps from capturing a trouble ticket information through resolution to reporting back the outcome to customer.

Track each step of workflow

ProcessMate enables tracking each step of the trouble ticketing workflow. From capturing the incident details from client to resolution, ProcessMate will help keep track and organize workload of your staff and help streamline the workflow.

Customize solution for your business

The process will follow a defined set of steps. Users may easily customize those steps based on the provided template or define a process from scratch. Similarly, data fields documented with the process, such as customer information, equipment or fault details and other specifics.

Track customers, “attach” workflows to individual customers

Users may track customers in the platform too. ProcessMate may relate processes to customers or vessels so users “attach” processes to customer records. So each customer will have the full history of all their incident management (trouble-ticketing) workflows, both current and past ones. Hence ProcessMate may replace your expensive CRM too.

Track delays

Task delays and time execution are tracked and reported on. Users will know about the tasks overdue, while managers will receive notifications and view summary in the management reports.

Attach documents and manage process data

Documents may be attached to processes if required. Full information may be documented in the easily customizable set of data fields, such as customer information, data on incident and any others.

Screenshot: trouble ticketing workflow with tasks and data fields

Keeping many parallel workflows and tasks in order

ProcessMate enables users and managers to view all process information in a consolidated report with all pertinent information, attached documents and status.

Screenshot: list of workflows of incident management (trouble-ticketing)

Tracking customers and other data

In addition to task management, ProcessMate will help keeping track of related data. For Ordering processes it may be such data fields as “Customer name”, “Delivery address”, “Equipment type”, etc. Documents may also be attached to every workflow.

Screenshot: Customer list with related orders

Reports & Statistics

A number of reports are ready to use, offering a great insight on the general efficiency of operations of the company, as well as performance of individual employees

Screenshot: statistics of processes
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