The article aims to offer a basic high level overview of the ticketing or issue tracking functionality offered within InstantKB.
We describes the various features we offer to help you manage inbound customer support and provide some tips to help you automate and streamline inbound support.
InstantKB allows your customers to submit support tickets via the web based self service support portal. You can also set-up InstantKB to monitor specific support email, Facebook or twitter accounts and convert messages from these channels into assignable, trackable issues within InstantKB.
Your support agents can respond to questions from any channel right from within the InstantKB agent control panel. There is no need to get distracted by visiting Facebook or twitter to respond to a customer questions submitted through these channels.
Better yet all automation features within InstantKB (work flows, rules, SLAs, escalation rules) can be applied against questions created from any channel. This allows you to easily route email, tweets or facebook comments and ensure all channles receive a consistant level of customer service.
When submitting questions or tickets via the self service support portal a Submit Ticket tab will be available for all users within your InstantKB installation. This can be helpful if a customer cannot find the answer to a problem within your public facing support content.
InstantKB provide several tools to help you streamline, automate & track customer support questions from any channel. These features include...
Service Level Agreements (SLAs)
SLAs can be used to define a typical response time for your support tickets. This response time can be displayed to end users to help manage customer expectations. In addition the response time defined for the SLA is used to automatically calculate the due date for a new support tickets if they are assigned the SLA.
For example you may have 2 SLA's. One with a response time of 2 hours for paid support customers and one with a response time of 6 hours for regular support.
You can use Contact Lists within InstantKB to group your paid support customers within a unique contact list and then use Inbound Rules to automatically assign the 2 hour SLA to any inbound issue from a customer in your paid support contact list.
If the ticket was directed to a specific department the due date calculated for the ticket will also take into account any working hours you've defined for the agent department.
For example if you have a 6 hour SLA but you don't work weekends any issues submitted over the weekend will be due on Monday at 3pm assuming you start at 9am.
Rules are similar to rules you've probably used in Outlook or Filters you've used in Gmail. You can use rules to automatically route & organize inbound tickets based on properties of the ticket.
For example if a ticket is routed towards a specific department you may wish to trigger an email notification to the support agents within that department.
Rules can also be used to auto-respond or acknowledge receipt of a customers support inquiry by sending an automated email to the customer whenever issues arrive.
You'll find a number of out the box rules within InstantKB that demonstrate some basic functionnality however rules are quite poweful and we ecourtage you to experience..
Escalation rules are triggered whenever a ticket passes it's due date (assigned via SLA) and the ticket matches the conditions set for the escalation rule.
This can be helpful if you wish to trigger a notification whenever a ticket is overdue or if you wish to automatically flag or reassign tickets as they become overdue.
Workflows can be used to define a series of steps your customer question should go through until resolution. At each workflow step you can trigger additional notifications or automated change actions. Change actions allow you to update the values for any field associated with the ticket when the ticket is placed into a specific workflow step.
At each workflow step you can also define the next available steps, restrict who can edit or respond to the ticket and customize the fields displayed when editing the ticket
Workflows are completely optional but are helpful to enforce a process or simply to organize your questions as they progress through support.
You can add over a dozen custom fields types to the form shown to users when submitting new support tickets. This can be helpful to capture additional information from your customer to help assist with the inquiry.
To display the values for your custom fields to staff members when viewing customer tickets via the Staff CP you'll need to ensure the the custom fields have been added to the ticket view. You can do this from the Admin CP > Users > User Permissions page. You'll need to click the Edit Permissions button to the right of the "Moderators / Staff" permission set This will display a menu showing your the available tabs within InstantKB. Click the Tickets link within the menu. Locate the "Ticket Metadata" section. You can move built-in or custom fields over from the list on the left to the list on the right to include that field at the top of customer support tickets for staff members within the Staff CP.
To display the same ticket fields to end users you can tick the "Copy fields for this tab to all other permission sets" check box below the two drop down lists that allow you to move fields. This will ensure the same fields are copied to all other user permission sets.
within your custom fields field selection within customer support tickets you'll need to ensure the
It's considered best practice to send the customer an auto-response to acknowledge receipt of a new support ticket. You can find information on how to do this in the article "Using rules to create a auto-responder for new customer support tickets within InstantKB".
Marking a Ticket as Resolved
To mark a question or ticket as resolved you should create a workflow step called "Ticket Resolved". Within this workflow step click the "Misc Actions" tab and chanced the "Mark As Resolved" option to "Yes".
Then simply place your tickets within the "Ticket Resolved" work flow step once the issue is resolved. It's important to mark tickets as resolved correctly within InstantKB to show you the Open verses Resolved ticket reports within the Admin CP > Reports > Tickets page.
Within your "Ticket Resolved" work flow step you could also set change actions, accessible via the Change Actions tab to automatically update the status of the ticket to "Resolved" and update the priority of the ticket to "Low" whenever a ticket is placed into the "Ticket Resolved" work flow step.
In addition you could also set a change action on the label to label resolved tickets for organizational purposes.