Ticketing
The Control Center supports a fully fledged support-ticketing system. Users can enter new tickets by email or the System Monitors tray program. Tickets can also be created from inside the Control Center and assigned to technicians. Tickets support attachments, Levels and Limits to open tickets.
The Tech Center is the one stop source for almost all the ticketing and timekeeping a system administrator needs to perform. From the Tech Center a system administrator can view tickets assinged, alerts for assinged clients, a summary of that day's performance, and stop and start timers on tickets.
Click to Enlarge the Tech Center Dashboard
The ticketing system supports a client handling their own first level support. All new tickets are available to a technician at the client's site via the web reporting interface. The tecnician can work on the ticket normally and when the problem is too difficult they can elevate the ticket into the main system.
The Control Center displays all tickets in the system and sorts them according to Priority and Due date. The user can see other users' tickets and take them over if they have permission.
The ticket window displays all correspondence between the client and the technician. It also shows comments that are hidden from the client. Each ticket has a Due date, and Priority level. The ticket also supports a CC field which has copied all messages about the ticket.
Each ticket can have work items, quotes, appointments, parts orders and equipment. Each item can note the time and will be recorded as a time slip. Tickets can be a worked on via the web with the reporting interface and the LabTech Mobile Interface. Full Support of all the features are available in both interfaces.
LabTech Scheduling
Using LabTech ticket screens, the ticket can be scheduled for a system administrator. From the ticket, you can open the system administrator's Outlook Calendar. When the scheduled time is saved, it saves in the appointment in LabTech and in the Outlook Calendar.
LabTech Dispatching and Management Screens
LabTech has two main screens that assist in giving a scheduler, manager, or dispatcher a good, upper-level view of the status of operations. Both screens are accessible using the dashboard. The first screen is Time and Timers. Studies have shown that using timers to start and stop a task are much more accurate than simply reporting the time spent in a ticket. Some system admistrators gain over 25% in billable time by simply running timers. In order to help enforce a timer policy which requires a timer to run at all times, you have to be able to manage the timers. From the Time and Timers screen, you can see how much billable time your staff has on any particular day. You can quickly look at all the timers everyone has running. By using only one screen, this allows you to instantly know what your entire operations is working on.
Click to Enlarge the Timer Dashboard.
The Ticket Dashboard summarizes new tickets that have arived and that are for your clients. The tickets can be color coded depending on duration in that state and many other triggers. All the tickets can be immediately opened and edited from the screen.
Click to Enlarge the TicketDashboard.
