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ID54 - New call Opened/Dispatched/Closed for Help Desk Overview & Sample

Notifies a fixed contact (i.e. Help Desk) on the status of their service call(s).

Overview | Samples | Variables | Alert Functionality | Best Practices & Tips |  Related Alerts

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Overview:

There are times when you might have customers who want their internal HelpDesk (or support person) to be notified any time a call is Opened, Dispatched, Arrived, Completed on equipment at their locations. Typically it's to help them track internal calls from users who are complaining about equipment being down and they want to be sure that a call has been opened and/or that the call has been closed. 

ID181 notifies the person who placed the call, this process notifies a specific email regardless of who places the call. You may use both for the same account.

Run Schedule: every 15-minutes

Type of Output: Email to your customer

 

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Sample

We can customize verbiage, logo, font, and color (please provide specific Custom Color/Shade Numbers-RGB Red/Green/Blue) to match your branding.

Opened/Pending Status:

ID54Opened-Pending.png

Dispatched:

ID54Dipatched.png

Completed:

ID54Completed.png

Incomplete:

ID54Incomplete.png

With Customer Ticketing System Detail in Subject Line:

ID54Ticketing.png

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Variables

ID54Variables.PNG

VariableW: Custom Property set with Contact Record (assigned on Equipment, Customer or Parent Customer Record) indicating who to to receive emails. The logic first looks to the equipment level, if nothing present then looks to main customer level assigned to the equipment record, if nothing present then looks to parent level of the main customer assigned to the equipment record.

If setting on Customer Record, be sure you are considering correct Customer Field (alert does NOT consider Location #):

ID54SpecificCustomerNo.png

VariableY: Max number of days to allow between call close date and call invoice date. Another words, if it takes longer than 2-days to go from status of completed to invoiced, no email will be sent on notice of invoiced. 

VariableZ: Enter either 'Include' or 'Exclude' call remarks on the closed call email

ID54CallRemarks.png

Variable1: Call Status' to alert on (options: Opened,Dispatched,Arrived,Completed,Invoiced,Canceled)

Variable2: Custom Property on Customer Record to override call status' defaults in Variable1

**On MAIN Customer Level is here (not Location # assigned) ONLY, not available to set on Equipment Record Level):

ID54SpecificCustomerNo.png

Variable3: Enter 'Include' or 'Exclude' Preventative Maintenance Category calls. Alert ALWAYS considers Corrective Maintenance Category calls

Call Categories seen in List & Codes / Call Types:

ID54CallCategory.PNG

OPTIONAL:  Variable4 and Variable5 to allow for update of your customer's ticketing system:

**SET at CUSTOMER RECORD level only (not set at Equipment nor Parent Level)**

ID54Var45.PNG

Variable4: Customer Record Custom Property containing special characters (like [ticket] or {ticket}. that would precede the ticket# in subject line. Example: Ticket#[  OR  Call#{

Variable5: Customer Record Custom Property containing word of either HTML or PlainText to indicate the specified format of email

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Alert Functionality

- We will set this alert up in test mode first as it is a customer facing alert for you. While in test mode, alert will only send to any email(s) listed on the to/cc/bcc of your alert subscription. You can safely enter actual Caller Contact in the Custom Property ZCJHelpDeskOpen54 as alert is not wired to consider their email while in Test Mode. While in test mode, however; you MUST still have a Caller Contact listed in the Custom Property.

Once you've reviewed sample emails and feel comfortable with the alert's functionality, then you can let us know at help@ceojuice.com you're ready to go live. At that time, we suggest removing emails from to/cc as their email will show on emails sent to your customers and those emails will likely be bombarded with emails.

 ID54SendTo.PNG

You can also set emails to include Tech, Tech Mgr, Sales Rep, Sales Mgr and/or Creator (of service call) to be included on emails. But please note they will receive EVERY qualifying email send to your customer.

ID54Reps.PNG

-Alert considers the status seen here in Call Notes of Service Call (right click on service call, select Notes):

ID54CallNotes.PNG

ID54StatusTimes.PNG

**If the tech does not mark status' as call is worked (dispatched, arrived, completed), then alert will not "see" the status and can not send email to Caller Contact. Also TIME entered is very important. By default the alert fires every 15-minutes, so if the call isn't worked real time and status marked as dispatched, arrived, completed all at same time (even with edited times), alert will not "see" the varying status' at the time the alert fires to send emails.

-Alert will not notify on same repeat status twice, if call is reverted back to a prior status i.e. technician dispatches to a call the email is sent, if the tech then un-dispatches and then re-dispatches at a later time, the alert WILL NOT email again.

Credit Hold:

Calls on Credit Hold status are still considered "pending/opened" calls by eAuto and the alert will still email when those calls are entered.

Global Settings:

Variable1 designates what status(es) your alert will notify of:

ID54Var1.PNG

You can override these status at the Customer Record Level (ONLY, not available to set on Equipment Record Level) via Custom Property ZCJ54CallStatusOverride (Variable2):

Select any variation of status(s) needed in the drop down. Remember this is ONLY required IF customer does not want the status(s) listed in your Variable1.

ID54Override.PNG

And Main Customer Level is here (not Location # assigned):

ID54SpecificCustomerNo.png

Multiple Contacts:

If you need this alert to go to more than one fixed email address, then please let help@ceojuice.com know.) We can tweak the alert so it considers 'other emails' on the Contact Record. To consider Other Emails on Contact Record. Format needed: Separate Other emails with semi-colon, unless version 16.1 or higher, then put on separate lines. 

ID54MultipleContacts.png

Update your Customer's Ticketing System:

Alert allows you to use the PO# field on a service call to store the ticket # of your customer's helpdesk software. We then add their helpdesk email as a contact and inject their ticket number in the subject of our email. This allows our email to update their ticketing system. Includes option to send email in HTML or plain text format.

Once the Custom Properties have been populated (see below), all your dispatchers need to do is enter the Customer's Ticket# in the PO Field:

ID54POField.png

**Your alert version must be 20190401 or later. You can see your alert version number under your subscription Revision Log tab:

ID54Revision.PNG

Variable4 and Variable5 Custom Properties Required:

ID54Var45.PNG

Variable4: Customer Record Custom Property containing special characters (like [ticket] or {ticket}. that would precede the ticket# in subject line. Example: Ticket#[  OR  Call#{

Variable5: Customer Record Custom Property containing word of either HTML or PlainText to indicate the specified format of email

**Set on Customer Record ONLY (alert logic does not consider Parent Customer Record nor Equipment Record for these Custom Properties).**

Set ZCJHelpDeskTicketPreChar54 with the characters/format needed by your customer:

For example, set with Ticket# [ :

ID54T1.png

Email format will contain Ticket# [ in subject line:

ID54Ticketing.png

OR with just [ in Custom Property ZCJHelpDeskTicketPreChar54: 

ID54T2.png

Email format will contain [ in subject line:

ID54T2sample.PNG

Custom Properties (we can build for you):

Variable4 Custom Property Attribute:

AttributeVar4.png

Variable5 Custom Property Attribute:

AttributeVar5.png

 

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Best Practices & Tips

Send from email settings:

-This alert is considered a customer facing alert, so we highly recommend setting the from email address on your subscription to an email address your staff manages should your customer reply to the email received  (i.e. service@ or support@)

HOWEVER, be sure your IT Dept has set needed send as (not on behalf of) permissions; otherwise, emails will be generated but not actually sent once they reach your email server to send out. Please see THIS LINK on needed permissions set up for you IT. Once completed, please email us help@ceojuice.com so we can test (before you change your subscription).ID181from.PNG

 

What to check if your customer not getting emails:

1. Does the Customer Record have a valid Contact Record with an email address listed in Custom Property ZCJ54CallStatusOverride?

2. Is the Call Type set with Category other than Corrective Maintenance or Preventative Maintenance (if you have Variable3 set to include PM/Preventative Maintenance calls)?

3. Check the call notes, did tech mark the call as complete? Are the time stamp differences on each status at least 15-minutes apart?

ID54StatusTimes.PNG

4. Is there an issue with the from email address listed on your subscription? Please check with your IT Department to ensure ceojuice user has permissions to send as (not on behalf of) the email address listed here on your subscription:

CLICK HERE for instructions on needed permissions for ceojuice user.

ID54From_Address.PNG

Tech Photos on Email:

We can add picture of your technician onto the emails generated to your customer, see THIS LINK for how to set up. By default, we will only include tech picture on status of dispatched and arrived.

ID54TechPic.PNG

"Uber" Style Tracking Link:

We can include a link in the email when tech is dispatched to keep your customer continuously updated as to location and ETA. See THIS LINK on needed set up. 

ID54Uber.PNG

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Related Alerts

ID181 - Sends service status emails to Caller Contact on service call (can be sent in conjunction with ID54)

 

 

 

 

 

 

 

 

 

 

 

 

 

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