Trouble Tickets. If used, can have a massive positive impact on your business and its growth.
All trouble tickets relating to a job or items belonging to a job will show in the job dashboard under the Trouble Ticket tab. Additionally you can view all the trouble tickets assigned to you or your department by going to My Trouble Tickets under the Home menu. From either of these screens you can open up the trouble ticket details to view and edit it. Notes on the issue can be entered by using the Add Note button and viewed under the Ticket Notes tab.
If anything extra needs to be done with regards to the tickets using the Task button allows the user to create and assign a task related to the ticket. The ticket can also be assigned to another person or department by using the Ticket Assignment tab and doing the same as if it were being assigned during creation. When finished updating, to save any changes to the ticket click the Update button.
Customer Service Inquiries (tickets launched by the Insured over the web portal), can be seen and tracked by the Insurance adjuster and the insured on-line. They will not see anything except for the ticket, the status. Create a test insured and adjuster and play with the tickets to see how they look and feel from their perspective.
If issues or problems arise during any part of the process, form the insured, adjuster, or employee; a trouble ticket can be logged to facilitate the solving of the issue at hand. Trouble tickets can be created at a job level or item level and will create a proper reference according to where in the program the trouble ticket is created.
If the trouble ticket is created in the Item Details view, then the ticket will reference to the particular item that is opened and being viewed. If the trouble ticket is created in the Job Dashboard, then the ticket will reference to the particular job that is opened and being viewed.
1. From the Item Details view or Job Dashboard, click the Trouble Ticket button from the New Action pulldown. In the Job Dashboard, the button is located under the New option in the button row.
KPI refers to Key Performance Indicator. iCAT includes a pre-set selection of these Key Performance indicators. Generally used my modern contents processessors to outline deficiencies or issues from a supporting department.
For example, if the road team had issues during a delivery, like being very late for a pickup, a Trouble Ticket would be created with a KPI (Key Performance Indicator) under the Road Team which directly corresponds to the Administrative Team's failure to input a correct street address or contact number when creating the claim.
2. From the dropdown menus, select the type and subject of the trouble ticket.
3. Enter a description of the problem or issue.
4. Set the priority of the trouble ticket and select a moderator (by default set to the user creating the ticket)
5. If ticket is to be assigned to another user or department for solving or monitoring, click the Assign button and select a department or another user to assign the ticket to. A message can be left for the assignee along with attachments of any other kind (pictures, documents, etc). Trouble tickets can be assigned at a later time also via the same method after opening the existing ticket.
6. Finally click Save to save the ticket for the job or item.
Resolving Trouble Tickets
To close or resolve a trouble ticket a Solution and Root Cause must be entered for the trouble ticket. After the issues has been resolved and completed with and properly documented, clicking the Resolve button will close the ticket and save it to the job. To view closed trouble tickets, go under the respective job and under the Trouble Tickets tab search for Status of Pending
A Solution is what you are going to do to remedy the situation right now - if required. Sending the damaged furniture to a restorer, sending the insured a cheque for some damage etc.
A Resolution is what you do to try and ensure this does not happen again. This is the real heart of the Trouble Ticket Process. If you do this correctly, a resolution will be one of two things:
Suggestion/Improvement: You discussed the issue and found that the root root root cause was that there are simply not enough moving blankets for the job, etc.
Re-training: You feel that the department or individual involved needs to be retrained so that it does not happen again. Selecting Re-training as a root cause allows you to select a department, or individual, or individuals and assign a task for yourself, or someone in the department to train these individuals.