- Register as a customer to receive additional assistance...
- This is the home customer_calendar_events index help file Page.
If you're not registered as a Contractor, Support Agent or Technical Specialist, then you'll see options for registration. It's possible to be registered as a Contractor, but not registered as a Customer. For the system to work correctly, you should be registered as both a Customer and a Contractor.
Private Appointment Listing
This private appointment listing is designed for Contractors to manage tickets that were assigned to them. You should be looking at the Private Appointment Listing now. Select the option to return to the public listing.
Public Appointment Listing
↓ Action Buttons for Assignment ↓
Notify Customer Button (assignment)
Use this button to notify the customer that you are online and waiting for them. You should have already set an appointment date and time before sending a notification. Use the 'Schedule Appointment' button to set a date and time for the appointment, and wait for a response or confirmation.
Check Followups Button (assignment)
(no customer interaction)
This button is to create a follow up action for this assignment. You can perform a follow up on the ticket assignment every two days to remind yourself to update the customer on what is happening, and to get feedback from them. Continue scheduling appointments as you go, when the customer has time, so that they're not left waiting for too long.
Contact Customer Button (assignment)
When you need to contact the customer, use this option to send them an email, with an update, problem, or request a date and time to chat with them about what's happening. If you have a solution, then present it, and wait for a response or confirmation.
Schedule Appointment Button (assignment)
This is where you actually schedule an appointment for the customer to chat. In the beginning, you will be going over the information in the ticket, and confirming what they need or do not need. Additional scheduling may be necessary to narrow down options, and finish the request. If the original ticket is too complex, then recommend they fill out a Project Estimate, and allow the ticket to expire. If you plan to continue working with them, then have them list you as the Contractor working the ticket.
ToolBox Button (assignment)
The Toolbox is useful for finding information about hardward, software, and error codes that are mentioned in the ticket. Use whatever resources you can find inside the network, before looking for answers outside in the open internet. Document your actions, so that you can explain to the customer what you did, and what you're going to do next.
Customer Chat Button (assignment)
After you schedule an appointment, when the date and time arrives, you notify the customer that you're ready, and then select the Customer Chat button to begin. The interface is designed to prevent submitting text with the 'return' key, so you need to use the Send Message button otherwise the page will refresh and you'll lose your connection. The customer has a similar warning on their side.
Public Appointment Listing
Select this option to return to the Public Appointment Listing.
Public Appointment Listing
Search My Tickets
Select the option to search All Tickets by keyword. In this view, you will only be searching the tickets that were assigned to you. If there was a ticket reassigned to someone else, you will no longer be able to see it. Only tickets that are still assigned to you, at the time they are closed will be displayed.
Search My Tickets
Select the Details link or click on the subject of the ticket to view the contents and description.
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