Hello All,
Please, i need a suggestion on how to make emails automatically generate a unique ticket that is assigned the appropriate severity level and category so that it is tracked, measured and reported on correctly. The information in the ticket should be actionable and clear.
All tickets should be reported on in dashboards and reports for date opened and closed, duration, severity, who worked them, who originated them and other metrics so that we can continually improve individual performance as well as business process and client experience.
Thank you in advance for your suggestion.
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Hello. In the box instances up to 7.11 there is no option to automate the the procedure that far, however, you still have the default business process that creates a case from an e-mail and sends a notification to the asignee. In the version 7.11 of the instance there is, however, a possibility to define a priotity level to a mailbox, so you can set up multiple mailboxes to register cases of different priorities. In the previous versions this feature is unavailable.
Regarding the dashboards, the functionality you describe is very basic and can be achieved easily. There are many examples of alike dashboards in the demo instances, which you can copy.