SimpleTicket launch at Architel
Alexander Muse , January 26, 2006
We have been doing internal testing of our new trouble ticket system this week. Our plan is to demo SimpleTicket at BarCampDallas on Saturday, release the source code that night and then roll it out to our clients over the next few weeks (one at a time). What can you expect to see?
Once you login for the first time you will never have to do it again. Please give us both your office number and cell phone number. Here is the login screen:
Next you will sent to the ‘create ticket page’ - this will be the default screen you will see each time you click on the ‘trouble ticket’ icon on your desktop. Here is what it looks like:
The idea is to provide enough information in your ticket to avoid a length call from an Architel technician. How? We previously gave instructions here. But in three simple steps: 1. tell us what is wrong, 2. tell us what you are being prevented from doing and 3. give us a couple of times we can work on your system (with or without you present). Then you are done!
With the new SimpleTicket system you have a few more options. You will note on the right column that you can ‘view your open tickets’ - by clicking on this link you will be able to see all of the open tickets you have entered. You can also dig down into the tickets and read what our technicians are doing about your issue. If you don’t see any activity you know that you should give us a call or send us an email. Here is what that screen looks like:
Finally, you can look at all the other open or closed tickets submitted by others at your company. You can even add entries (i.e. comment) on their tickets. For example, say you know what the issue is with another users PC and can help them explain the issue - you can do so on the ticket. We hope you like our new system - it has been a labor of love.
