Components of a Service Ticket
Each of these should be obtained when creating a Service Ticket.
What are First and Last name, Phone number, Problem Details, and Site Hours -commercial accounts-?
You would do this if an inspection technician advises you of deficiencies found during their inspection.
What is Submit a service ticket with problem code "Inspection Repair"?
This is the amount of time we aim to address Service Tickets within.
What is 90 Minutes.
You would send a customer to this person if they're requesting an appointment for fingerprinting.
Who is Gretchen Goettig (ext-2020)?
This is where you can find inventory and pricing for parts.
What is Inventory>Parts>Branch for inventory/Service Price 1?
This is where you can find part numbers from previous Service Tickets or Jobs?
You would follow this process when a customer calls in to place their system on test.
What is transfer the call to Monitoring Center?
Service tickets should be contacted at least once within this period of time.
What is Seven Days?
A customer would speak to this team if they'd like to change their call/contact list.
What is Customer Care?
You would follow this process if customer requests to schedule their Service Ticket before getting off of the call rather than wait for a call back from their Coordinator.
What is schedule the ticket for the customer? Always be sure to check Tech Abilities block and drive time.
Select this option when moving a ticket to another queue.
What is Added New Notes?
You would follow this process when a customer would like us to set their system up to auto arm/disarm.
What is confirm they have an Open/Close schedule and corresponding RMR, get customer to fill out Auto Arm/Disarm waiver, and send ticket to Tech Services.
The amount of time set aside at the beginning of a coordinators shift to allow them to start their day and organize their Service queue.
What is Thirty Minutes?
A customer has requested to be walked through troubleshooting their system to attempt to resolve the issue themselves.
What is Remote Support?
We should do this if a Service Ticket has been entered for a consistent recurring issue that has restored at the time you check the service ticket.
What is schedule a Tech to address the recurring issue and ensure that it will not continue? -this could be things like an OE camera going in and out repeatedly, a system getting daily comm fails that restore, or a sensor going in and out of low battery-
This section shows important notices that can contain specific account information and instructions for scheduling a Service Ticket.
What is Critical Messages?
When a customer requests that we get a technician out ASAP, you would follow these steps.
Create a Service Ticket with the priority set to Critical, and send a message to the Coordinator for that branch.
A customer with a standard SERV service agreement should expect to pay this if they'd like a technician out to change their batteries.
What is Cost of batteries ($10/device or cost of system battery)+ hourly Labor for the time the tech is on site?
Service Tickets should be sent to this team when a customer has requested to add a user to their Total Connect account.
What is Remote Support? -Only the master Total Connect user can add more users-
This step should be taken any time you go into a ticket and have new information.
What is notate the ticket with all new and relevant information?
The red notice in the upper right hand corner of a Service Ticket typically indicates this about the account.
What is they are past due?
When you get a new Service Ticket that requires parts to be ordered before we can service, you would do this.
What is Call the customer to let them know we're ordering parts then route ticket to MH with a note requesting part.
The first attempt to contact a customer should always be this method unless specified by the customer.
What is a Phone Call?
You should follow this process if you notice a Coordinator is not in 'Available' when you attempt to transfer a customer to them.
What is Tell the customer that their Coordinator is currently unavailable and will reach back out to them shortly, notate the ticket, and change the sub problem code to 'Added New Notes'?
These accounts do not require any password verification.
What are Camera and Access accounts?