Ticketus 3.2 Features


Ticketus
3.02
3.0
2.0
1.0
Staff
  • Submit trouble tickets direct from FirstClass
X
X
X
X
  • Receive email notifications of status updates
X
X
X
X
  • View history of all tickets
X
X
X
X
  • Add asset tag to tickets from Inventoria
X
X
X
X
  • View activities in real time
X
X
X
  • Add asset tag to tickets from third party asset management systems *
X
X
  • Add screen captures to enhance trouble ticket
X
X
  • Attach files to trouble ticket
X
X
  • View activity details in rich text format as they are processed
X
X
  • View only locations pertinent to each staff member
X
X
  • Collaborate with technicians directly within ticketus
X
Technicians
  • Sort open tickets by location, priority, equipment type, entry date, common problems and more
X
X
X
X
  • Take, escalate, and release tickets
X
X
X
X
  • Re-assign priority for tickets
X
X
X
X
  • Generate summaries for email or print
X
X
X
X
  • Organize and filter tickets by location, status, expected delivery(promised date) and more
X
X
X
X
  • Organize and filter by asset details when integrated with Inventoria Asset Management solution
X
X
X
  • View affected asset details directly from the ticket
X
X
X
  • Assign a procedure to a ticket
X
X
X
  • Integrate ticket activity with FirstClass Calendar
X
X
X
  • Manage own Ticketus using expected delivery(promise date)
X
X
X
  • Work on colleague's ticket if permitted
X
X
X
  • Quickly correct activity mistakes within allotted time if permitted
X
X
X
  • Add asset tag to tickets from a third party asset management system *
X
X
  • Organize and filter by asset details when integrated with a third party asset management system*
X
X
  • Add screen captures to enhance trouble tickets
X
X
  • Attach files to trouble tickets
X
X
  • Provide feedback to end users through the use of activities
X
X
  • Get notified when assigned a ticket
X
X
  • Get notified when un-assigned from a ticket
X
X
  • Assign ticket to a specific tech when escalating a ticket
X
X
  • Return trouble tickets to designated technicians after escalation
X
X
  • Receive notifications when the system auto-escalates ticket priority
X
X
  • Perform multi-match look-ups against the FirstClass directory using enhanced user interface
X
X
  • Access pre-filtered buildings and associated trouble tickets pertinent only to you
X
X
  • Email the details of a ticket in a customizable rich text format to FirstClass users
X
X
  • Collaborate with contacts directly within ticketus on open tickets
X
  • Generate tickets on behalf of users without a FirstClass Account
X
Managers
  • View level 1 and level 2 ticket queues
X
X
X
X
  • Assign tickets to specific technicians
X
X
X
X
  • Generate Quick View reports for at-a-glance insight into repair trends
X
X
X
X
  • Generate detail reports for in-depth analysis
X
X
X
X
  • Control integration with Inventoria Asset Management solution
X
X
X
X
  • Create unlimited ticket statuses
X
X
X
X
  • Create unlimited categories of assets
X
X
X
X
  • Define unlimited common problems for quick selection during ticket creation
X
X
X
X
  • Define unlimited actions that might be taken on common problems
X
X
X
X
  • Create unlimited vendors
X
X
X
X
  • Create unlimited Buildings
X
X
X
X
  • Create unlimited Rooms
X
X
X
X
  • Define procedures (series of tasks that should be completed when processing a ticket)
X
X
X
  • Configure automated escalation of tickets based on age
X
X
X
  • Determine if technicians can view each other's tickets or take control as needed
X
X
X
  • Determine how long a technician can go back to make changes on recorded activities
X
X
X
  • Determine the type of notifications that techs should receive as tickets pertinent to them are updated
X
X
  • Integrate Ticketus with a third party asset management system*
X
X
  • Map specific locatioins to individual techs if desired
X
X
  • Map locations to contacts if desired
X
X
  • Perform multi-match look-ups against the FirstClass directory using enhanced user interface
X
X
  • Excercise control over the content and layout of all emails generated from Ticketus
X
X
  • Add or remove entire sections or fields to provide more or less details in specific email notification for contacts and/or techs.
X
X
  • Enhanced label management system including asset tag and type labels
X
  • Perform limited actions on tickets after being closed
X
  • Forceably remove tickets and all dependents
X
 

 
* please call Aptiris for details regarding integrating Ticketus with a third party asset management system