Automated sales software for technical support

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now that we have covered all of the lectures regarding ticketing systems and we understand what ticketing system is what ticketing systems software is and how it works let's start with a demo a demo that is going to be practical but unfortunately you won't be able to do the same demo so I'm not going to spend too much time on this ticketing system so the first ticketing system I would like to share is ServiceNow but before I do that you can see why when when was my last video created on ServiceNow now remember we do not get paid by them we're not sponsored by them it's just a good ticketing system a lot of people will ask you something if they ask you about ticketing system and if you say yes I have done some training on ServiceNow I've watched all the videos then my recommendation for you will be this if you want to learn more in detail then go to ServiceNow YouTube channel search ServiceNow videos there's tons of videos on this ServiceNow ticketing system I'm just adding a demo in here just to make it sound a little simple because a lot of people may get confused and when people saw see some of the videos that are about ServiceNow they're very detailed and I want to remind people that if your level 1 nobody expects you to know this much details about ticketing system so don't worry too much regarding this learning so this is how it looks now if you watch my older video it's very much changed from the 2013 as you can see so many years went by 1/5 so old right now and you can see right now that the ticketing system ServiceNow the incident management site looks like this now of course if I take you to the what they do what they offer it's just gonna you're gonna lose your property of mine because there's too much going on but as a technician most likely you're gonna be in the incident module where you will see that your users will have a portal like this they will be given something like this and maybe you will also have this link on your desktop and they will tell you that ok this is the portal that people are using in our company they go and open this up so what I want you to do is to make yourself familiar with this portal because this is where you may get a call people may call you regarding how do I search this or that or where's the knowledgebase where can I get help or somebody new joins your company then maybe they will ask you too can you train this person on the portal side because this person needs to know how to submit a ticket so then you need to come to the portal first you should see what the users are seeing because that's where things get started right and then you should also then of course get get yourself familiar with the backend which is going to be the technician side now like I said you don't have access to this so we're just gonna kind of like play around with this right now you see this is a portal which users can see they can come in here and type something like I need help with password so if I do that you see that all the articles that are created by the system will show up over here now who creates this type of articles you can see they call it article KB now knowledgebase now this is someone you maybe you will be assigned this call that can you go and create a documentation for our users and you know show them how to create everything about certain things like mobile device a lot of people will call say hey can I have the document for you know adding my email maybe some people are technical they just they just want to see the documentation or maybe someone will say oh I was told to go and ask the help this team for specific application documentation so I can create certain things whatever it is right so you will have that documentation available if not then they will be also asking you - can you create documentation now the later on when we talk about Spiceworks because those are the ticketing system that we can and play around with we will do documentation more in that of course this one we don't want to waste too much time like I said you can go to online and find a lot of information about ServiceNow so the documentation look like this and this of course I will say the author's been created by this and they will also have certain things like this was helpful not helpful they may write the articles and things like that so let's go back this is almost very you know normal feature in every ticketing system but the most important feature that people are going to be using ticketing system is now for just documentation yes that's a good feature there we know that but it's gonna be they're having an issue they're just gonna say okay I need something I need something you know I'm just gonna go ahead and click and click on it and report an incident or create an incident I need to ask something so basically they will say ok create an incident record to report and request assistant with an issue you are having so you can click on view details and then it will tell you ok create an incident right here so this is what I was talking about somebody also designed this form that based on how your business works because they may want to show a lot of information in the first page or they may not want to show that and may just want to just get people started quickly so they don't get confused so maybe this is a hot issue you know and let's say this person keyboard is not working of course this person needs to work my keyboard is not working I need keyboard whatever you know I'm just typing things in there so you can see as soon as I type that there are certain things that will come up based on how you're ticketing system is designed of course people are not gonna be in most of the companies when you work with them they don't just allow this you know search result just come up and they're gonna order things like that that doesn't work that way I mean most of the companies now most of the companies that you're going to be working for they will probably have some type of request management they will send an email out or they may train people on how to order things and there will be finance involved and managers approval involved and there are more to it so yes this is gonna help the search site may help depending on how big this company is and how rich your documentation is so of course this is where things can get a little easier but most of the people they one may have issue and they just want someone to help them so they're going to submit this incident so as we did now I'm actually using the same anis traitor account of course this is gonna be a user who's going to be submitting the ticket so but it doesn't matter in this case it's almost the same thing so as you can see the whole thing started right it has this incident number created remember in my lecture we all talked about it we know what this incident number is every ticketing system or some type of number ticket number they call it incident number and it's new priority modred just now I actually change this I don't know maybe I didn't correct it correctly but they will have a in here and of course depending on what type of features you want to add you can add more features into it so this is this is the normal process of how the ticket is started right now so it started they can send any message I forgot to add so they can add another message into this whole flow of what's going on so when a users submit that issue or request then what happens after that the incident is created right there the incident number is created this is the same number and then you will see this sometimes depending on how you want to make your dashboard look like sometimes manager will make you open the same dashboard for our department so then you can come in the morning and the first thing you open up oh we got critical of 17 tickets and we got 15 assign we got some overview let's go ahead and figure these out right here so if you click on it it's going to take you to the overdue incidents and this the reporting piece is mostly for like you know manager but also you may be also come over here and say okay we got some work to do or you never want to make your tickets do most of the tickets if it's odd you like that and there's so many tickets open and there's so many unassigned that that means somebody's not using the ticketing system and then of course that's a problem area right there so a lot of people come in the first thing they will do is to prioritize that they're gonna have to know which ticket is more important than others so when when they come more here and they look at the basically the opening as unassigned tickets they're gonna have to come and see okay we which ones are the more critical one so the first thing is like okay we got three ones now I do remember that one you are looking at the ticketing system some people will just say I need that software and this may not be a critical call at all it's just users are so used to I want to make this critical this is a little problem of educating in their own users maybe somebody didn't do a good job of telling people how you should prioritize don't just put one out there this is going to disrupt the whole flow for our technicians they're gonna drop everything in there so okay what's so critical and then look at your ticket and they'll say oh they just need this software like in three days and why did they made it critical that would be a problem right then they will need to do some education for their own users so that doesn't mean that you're gonna start running around you should really look into the ticket what is saying basically so for that of course you look at the description but you have to actually open the ticket so then how do you open a ticket let's go back to our latest ticket which is right here so you'll just need to click on it and now you see you're in that ticket so this is where when we were talking about the whole lecture and you didn't on how to find out who's going to be responsible all that stuff is more of like you need to learn about the company but here you go this is your area where you'll just need to come over here and make sure that maybe you need to categorize this little better so a user will not know if this is a hardware or network database they may some people may know this stuff as well but most likely they're just gonna use a generic whatever things is available to them but then maybe you need to come over here okay they need a they need a hardware so this is a keyboard and then maybe they will say ok the state of this is what in progress because I need to get that keyboard and I'm gonna need to maybe this is gonna take me some time so I'll just do a in progress because if I'm doing other tickets and this is not that important maybe like after let's say 15 20 minutes I'm just gonna go to the room unbox a new keyboard if it's not unboxed at that time that it's gonna take you just want to put it out there and put in progress in there and then if a user put a height this may not be too high this may be low or if it is high that they totally the the work is being stopped and of course you're just gonna keep it high because of that level now priority like I said this is going to be based on you know how your your company has you know set up the priority level so you may be able to do this from here or they may not be able to you may not be able to change it because it's already done for you so other things are of course you can add more description to it you can assign it to somebody else so you if do you have a Sinese you're just gonna come over here let's say for example that is the one that i need to assign this ticket to you're just gonna do that or if it's you you're just gonna assign it to yourself and then of course there are work notes right here you may want to add more notes additional coming you know this is that customer visible so you may want to add more stuff like here and of course you see this is a whole you know update resolve the lead it's where you need to update stuff if there's a comment now related records is another thing sometimes what happened is that the this may be related to a different incident that's already been in this ticketing system or a problem if they have the ability to use problem and incident at the same time or they may use a change request or they may you know change the the cause of change would be like you know changing something if you click on it they will have something like okay I needed to this was the cause of the change because add a network switch to cabinet maybe this was that change that was required so you see there there are multiple things that can impact your ticket when you close it so it could be just simple you got the keyboard of course you may not have to do none of this and depending on how people are using their ticketing system they may be very much very detailed about it or they may just want you to open the ticket fix the ticket close a ticket so if I was just fixing and closing you're just going to come to the resolution information and you're just gonna put the resolution that it's resolved by this date by who but I did but the date and then of course you can add some more stuff if they wanna if they want you to add that stuff like I said you don't want just close it they may say ok make sure it's closed permanently so if you closed permanently then that would be you you fixed it solve remotely you know if there was a remote fix not so too costly you know of course this is all company's specific information so now of course I'm I'm putting done in there but that's not how a lot of people will like that you don't want to just put done two things but certain things are so specific so small that maybe there's nothing else you can put you just need to put something that you have done it you went to the room you've you replaced it you replace it as a better answer but there could be certain things that may require you to put specific information in resolution this is where people really hate in an IT like where somebody comes out here and they spend let's say three hours and fixing a problem and then you just came back here and you just put done and now the same issue happened again you're sick or you went for vacation and you know told you now that hey another technician came in he spent two hours you did a lot of stuff here and there and you're so happy okay at least this was fixed by that technician and it was done before so you came and you searched that incident and now you see that there's only done right so that's not gonna be a good situation because that you didn't do a good job by putting a resolution so then you do update and then of course if you want to close it you close it up but if you look at the ticket again it's assigned to bet and if we go back to our ticket here you can see we refresh so things are getting changed right now you see how it's basically saying that bet on the top is the agent working on this incident and it's in progress and of course when you're done with everything you're going to come back and then actually close that ticket so this is how the whole process works but of course it's more than that you may just need to come back and add some more information if it was in progress and you have to order something the ticketing system like I said it could have many many different type of features so this may take you to other things so sometimes what happen is that okay a user called you on the phone but that you're not gonna go and open your own portal like this and you're gonna create a ticket that's gonna create a ticket as you write and what would you do that you have to just come into your portal and most likely you're just like click on create new ticket and you see it has a new number already assigned now and you're gonna basically see who's the caller so most of the time we actually use this process because think about it how many times you're gonna get email if the email was not automatically connected to your ticketing how many times you're gonna get a call how many good times you're gonna use some kind of chat system where you're gonna get an issue and now you need to create a ticket because you're working on it you create the ticket and here you quickly put stuff in there but at least you created a ticket if it needs to be resolved after your resolution you're gonna put everything that was involved in that fix if it requires you to wait on something then of course it's going to become just a normal process so if you remember a not master tip but an experienced tip so where do you go and learn from the ticketing now when you go to the resolve option this is where when you close these tickets and somebody work on it all of these tickets will show up right there so if you're brand new I highly recommend you go to the resolved section in your ticketing system open that ticket do not reopen it or it's gonna generate an email or whatever it is you know don't try to do that just try to go and open the ticket itself like what's going on with that ticket by clicking on it that doesn't mean that ticket is open but do ask some people that I don't know if they have made a such a ticketing system I don't know if you click on it it will just open up so make sure you know what what you're doing and then you just come to the resolutions and okay okay if this was an issue with a web server then they assigned it to web development if this was an issue with that application they assign it to that department so this is gonna really really make really help you I'd done that so toward my career and that probably is the best way without asking too many questions and of course and don't I don't discourage you from asking question I'm just encouraging you on how to learn quickly in the company you should definitely go and ask questions if you don't know so of course after that you have you will have your own ticketing system you will be given different type of you know access to make sure you can personalize the same ticketing system for yourself because it's all about you being you being kind of like you know productive with your own ticketing system so sometimes they will let you do your own customization for the dashboard okay I'd like to see my tickets first and on the side I want to see critical tickets or I want to see the whole dashboard so this is really up to the company how they do things and you know you will have that ability but again to three different things create a ticket assign a ticket find the groups who are the power users searching going for the resolved tickets and then if they have more advanced stuff just ask them nothing wrong with that so this is all about service now we're gonna move into a different ticketing system after this hope you guys like in this thing