Incident Reporting Software

Incident reporting software

The problem every support team faces

How can we take a number of customer complaints stemming from the same problem, collect and monitor them, and simultaneously resolve the issue?

With Zendesk Support incident reporting software, a ticket can be one of four types: a question, a problem, an incident, and a task. Each of these types allow you to track and resolve issues with the ticket. Problem and incident tickets are useful when a problem or interrupted service is reported by more than one person.

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社内知識の共有化

If several employees report to security that there is an accident in the parking lot and it is creating a safety issue, Zendesk Support can treat the tickets as a problem and link all the tickets to one incident ticket and resolve them simultaneously by analyzing, reporting, and providing a solution in minutes to each employee. This type of incident reporting gives management the software they need to track and identify all complaints and report back faster. Instead of a long-drawn out investigation, employees receive notification faster, giving them the satisfaction of a resolved corrective action.

ご存知でしたか？

With Zendesk, here is the general workflow for tracking incident reporting tickets:

Identify a service interruption or problem that's causing people to file tickets
Create your own ticket to address the problem
Change the other tickets to incident tickets and link them to your problem ticket
Solve the problem ticket

次のステップ

Change how your management responds to problems or incidents by offering a solution that quickly reports back to customers or employees. Look into an incident management software system that users love as they experience good results.

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There’s a lot more where this came from. Keep investigating the world of incident reporting, global customer support, and agent efficiency.

サポートチケットシステムに役立つヘルプセンターを構築する Zendesk用のIPベースのホストマッピングを解明カスタムロールの作成とエージェントの割り当て問題と事象を使用して、サポートを体系化しスピードアップトラブルシューティングのコツ問題チケットのライフサイクル

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