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ID54 - with Ticket # for your Customer's Help Desk Overview & Sample

ID54 is our process to keep your customer's helpdesk updated on the status of their service calls. ID54 now 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.

This process is facilitated through Custom Properties set on Customer Record per your Variable4 and Variable5 on ID54 alert subscription. Minimum alert version 20190401 required (email help@ceojuice.com to get this going for you).

Samples:

Sample 1 has Ticket # [ in Custom Property. That text is fixed and will ALWAYS populate in Subject Line, all your dispatcher need to enter is the number of your customers ticket in the Service Call PO Field. We will auto complete the text with closed ]

3__2_.PNGNote Custom Property:

3a.png 

Sample 2 has just [ in Custom Property. That text is fixed and will ALWAYS populate in Subject Line, all your dispatcher need to enter is the number of your customers ticket in the Service Call PO Field. We will auto complete the text with closed ]

4__2_.PNG

4a.png

 

Enter your customer's help desk ticket # in PO Field of Service Call:

Srvc_Call.png

Variables:

  2.PNG

Set up of Custom Property Attributes:

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

C1.png C2.png

Custom Properties:

ZCJHelpDeskTicketPreChar54 - this Custom Property 

Most 3rd party ticketing systems need to identify the ticket# in the subject line wrapped between special characters (like "[ticket]" or "{ticket}". Enter here the FIXED special characters needed in this Custom Property. custom property attribute you assigned to the customers custom properties where you will specify the special characters that would precede the ticket#.  
EX: 
Ticket#[
Call#{

 

ZCJHelpDeskFormat54

 

Sample setting at Customer Record:

1.PNG

 

Note:  If you elect to have this updated version of ID54 with ticket#, the alert will first be put in TEST MODE, during which time your current ID54 contacts WILL NOT receive the notices.  They will all go to the recipient on the alert subscription.

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