Running Ticket Analysis Process

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Description

How to run the Image Ticket Analysis report and record it properly

Background

A list of imaging/bridge tickets is run daily and recorded for the Customer Services Manager and Lead Imaging Tech to review. This aids in catching any trends, or calls that may need follow up or special attention.

Steps to Follow

1. Log into Kayko.
2. Left click Reports in the tab along the top.
3. Left click Manage Reports beneath it.
4. Left click the Customer Service folder.
5. Left click the title of the report you are running, typically 'Image Ticket Analysis (yesterday)
6. Left click the Export drop down menu.
7. Left click Export as Excel (.xlsx)
• These steps can be seen here:



8. Once in Excel, highlight the cells that contain the data for columns A-F. This ensures that you capture the Creation Date, and the Subject, with the cells in between. Do this for each row of data.
• This appears as so:



9. Copy the contents by pressing Ctrl+C on the keyboard (use the command key on a Mac), or right click and choose to copy.
10. Navigate to the Image Ticket Analysis.
11. If you do not have permission to view, or edit this google doc, please speak with your manager.



12. Find and select the spreadsheet tab for the current year, such as '2017 Ticket Analysis'.
13. Scroll to the bottom of the list, and paste your content in the next empty cell.



14. Find the ticket for the first added row in Kayako.
15. Review the ticket, and the contents. Taking note of training points, customer temperature, and any re-occurring trend you may see.
16. If the ticket has been closed as resolved, but the notes do not indicate that the issue was fully resolved, (referred to sensor company, IT, or the office is going to be calling back etc.) ensure that a follow up call has been scheduled on the representative, or Customer Service calendar.
17. If this is not the case, take note, and draft an email to the representative responsible asking for an update on the situation or for any clarification needed.
18. Ensure that you Carbon Copy, or 'CC' the Customer Services Manager on outgoing communication.
19. Back in the google doc, under the Details Column in this spreadsheet, enter the last note on the ticket or a brief summary of the final state of this issue.
20. Highlight this field yellow, orange, or red based on the Concern.
• (e.g. if you would like to call attention to the ticket to ask a question, or feel the Customer Services Manager should take note of this ticket for a minor reason, use yellow.
• If the ticket needs followup that was not scheduled, or is a concern based on a trend you are noticing, use orange.
• If the ticket is a large concern, an escalated office, or otherwise needs immediate attention, use red.
21. Make any notes needed in the Notes column to the right.
22. Add the reason code for this ticket. The legend for this, can be found on the 'Reasons Guide' tab.
23. Meet withe Customer Service Manager at the designated time to present and discuss Trends, Concerns, Training opportunities for the team, Opportunities to enhance community content where non-existent etc.

Additional Information

1. Log into Kayko.
2. Left click Reports in the tab along the top.
3. Left click Manage Reports beneath it.
4. Left click the Customer Service folder.
5. Left click the title of the report you are running, typically 'Image Ticket Analysis (yesterday)
6. Left click the Export drop down menu.
7. Left click Export as Excel (.xlsx)
• These steps can be seen here:



8. Once in Excel, highlight the cells that contain the data for columns A-F. This ensures that you capture the Creation Date, and the Subject, with the cells in between. Do this for each row of data.
• This appears as so:



9. Copy the contents by pressing Ctrl+C on the keyboard (use the command key on a Mac), or right click and choose to copy.
10. Navigate to the Image Ticket Analysis.
11. If you do not have permission to view, or edit this google doc, please speak with your manager.



12. Find and select the spreadsheet tab for the current year, such as '2017 Ticket Analysis'.
13. Scroll to the bottom of the list, and paste your content in the next empty cell.



14. Find the ticket for the first added row in Kayako.
15. Review the ticket, and the contents. Taking note of training points, customer temperature, and any re-occurring trend you may see.
16. If the ticket has been closed as resolved, but the notes do not indicate that the issue was fully resolved, (referred to sensor company, IT, or the office is going to be calling back etc.) ensure that a follow up call has been scheduled on the representative, or Customer Service calendar.
17. If this is not the case, take note, and draft an email to the representative responsible asking for an update on the situation or for any clarification needed.
18. Ensure that you Carbon Copy, or 'CC' the Customer Services Manager on outgoing communication.
19. Back in the google doc, under the Details Column in this spreadsheet, enter the last note on the ticket or a brief summary of the final state of this issue.
20. Highlight this field yellow, orange, or red based on the Concern.
• (e.g. if you would like to call attention to the ticket to ask a question, or feel the Customer Services Manager should take note of this ticket for a minor reason, use yellow.
• If the ticket needs followup that was not scheduled, or is a concern based on a trend you are noticing, use orange.
• If the ticket is a large concern, an escalated office, or otherwise needs immediate attention, use red.
21. Make any notes needed in the Notes column to the right.
22. Add the reason code for this ticket. The legend for this, can be found on the 'Reasons Guide' tab.
23. Meet withe Customer Service Manager at the designated time to present and discuss Trends, Concerns, Training opportunities for the team, Opportunities to enhance community content where non-existent etc.