Notifications – how to understand them from the perspective of an IT system? A dilemma that may arise is – what is the difference between a notification and a task or a call. Each of these concepts can be understood in a different and very dedicated way. Here is how Warranticon treats this issue.
Call – the beginning of the process.
Service call has usually very different sources – and it is, by definition, information from the customer that we should analyze. The analysis is needed only to determine that the call is related to our business, is not a mistake or spam and, most importantly, that it has all the necessary information to create an actual report = ticket.
Calls may be coming to us:
- electronic mail (e-mail)
- by phone
- by filling out a form on the website (e-mail or API)
- or directly from a conversation with a customer
In short, a call is information about the need for action, so we should inform the sender that it has arrived and has been pre-recorded, and that the customer will be informed of any further action by the same or another means.
From callto report – TICKET
A notification is already a concrete record in our system that contains some main and accompanying information. These main ones are primarily:
- Application reference – which the customer can refer to
- Category or type of report and its source
- Date of admission
- Status – e.g.: new, accepted, in progress, closed
An application is usually subject to a specific process or procedure.
sample process for converting a summons to a notification
The procedure is usually flexible to some extent and depends on customer preferences. Preferences, on the other hand, depend on the nature of the business, capabilities and operational needs.
Notification and many tasks – TASK
A Request may be delivered to us in the form of an e-mail message, which in its content may refer to more than one need. For example, the Customer may include in one message information about the failure of several devices – that is why we assign Tasks to each Request, which are performed as the purpose of work of specific people or teams.
Until all tasks are completed, and they may have different deadlines or scope, the submission should not be closed. And the more issues there are, the more difficult it is to inform the client about the status of that submission.
In Warranticon we inform the client about changes in the status of the request, and we provide detailed information already in the so-called Client Zone, through which it is much easier to present the status of individual tasks.
Summary – Call > Report > Tasks
The quintessence of a ticket management system is its orderly processing and agile notification of the most important facts to the customer. There are many possibilities of adjusting the process to individual needs of a given organization, therefore we encourage you to check the already tested mechanisms that our Warranticon is equipped with. If your needs evolve or you need slightly more personalized mechanisms – we invite you to talk to us.