Ticket Categories and How to Use Them
The ticket options all flow from the category. So it's important to start with the correct category.
When you create a ticket, choose the category before doing anything else.
The ticket's category can change as our knowledge of the underlying issue evolves.
What is the difference between a ticket category and a form template? We use categories to determine which fields will appear and which templates will be avalable on the ticket. We use ticket templates to prefill information in the ticket.
If you change a ticket category, the ticket data will not change, although some data fields may be hidden until you change the category again to make the hidden fields visible.
Here are some common ticket categories and when to use them.
Curr MSA, add/del device/svce
Used for existing MSA customers:
- Removing or adding RMM devices (generally workstations or servers) for an RMM customer.
- Removing or adding licenses/users for a service.
It's also acceptable to add a data wipe for devices that are being removed from RMM under a ticket with this category. (There is a ticket template you must use for this.)
Do not use this category for offboarding a customer.
User issue- internal Help Desk
User Issue Internal - monthly help desk customer, handled by internal GGIT team.
This category will only be used for help desk customers.
This category requires a config item be entered in the ticket's configuration item field.
The user is having an issue that needs to be resolved.
If the issue is related to a cloud service that the customer gets from a vendor other than GGIT, use this category. Add the user’s workstation as the config item unless another device is more relevant.
If the issue is cloud service-related and the cloud service is provided by GGIT, use the category “Cloud Support - Current Users," instead.
User Issue internal (RMM cust)
User Issue, monthly customer, not help desk customer, handled by internal GGIT team".
This category will only be used for non-help desk customers that are a monthly plan with us.
This category requires a config item be entered in the ticket's configuration item field.
If the issue is related to a cloud service that the customer gets from a vendor other than GGIT, use this category. Add the user’s workstation as the config item unless another
device is more relevant.
If the issue is cloud service-related and the cloud service is provided by GGIT, use the category “Cloud
Support - Current Users," instead.
Special Project
Technical work including:
- Data Wipes. Choose ticket template 061 for hard drive wipes. More on data wipes.
- Work done on projects such as Office 365 migrations and other cloud migrations.
- 2FA Setup for multiple users.
- Assessments. For both onsite and remote assessments. You must choose a queue.
- Repairs and upgrades such as hard drive replacements, additional RAM, etc.
Administrative Change/Request
For adding or removing end user contacts in Autotask, password changes for services we manage (when not billable), etc. Also for any administrative questions from the customer. Requires issue and sub-issue.
User Support (non-RMM cust)
For customers that
have no subscription with us.
No config item is required.
Cloud Support
Issues with GGIT hosted Exchange or other cloud services sold by GGIT. (This category does not require that a configuration item be added to the ticket. If you feel it is relevant, please add one.)
Issues with Office 365 only when resold by GGIT. (If customer purchases 365 directly from Microsoft, use category "User Issue -handled internally.")
Security Awareness Training is a cloud-based service we provide. For this reason, any issues or problems accessing this service go under this category.
Issues with web sites that we manage go under this category as well.
Managed Services Support/Maint
For managed device issues. (The ticket requires at least one configuration item. You should add more if appropriate.)
This category includes customer issues logging into Splashtop.
There's a trick to easily add the correct configuration item to a ticket. Once you add a user as the contact and save, click the icon next to the config item field and it will show a list of config items associated with that user.
Mission Control Help Desk
When you manually create a
ticket for our out-sourced help desk, always start with this category.
On/Off-Board MSA or New Svce
For tickets related to onboarding a new Managed Services customer (or adding a new service for a current customer) or removing a current Managed Services customer (or removing a specific service for a current customer).
Recurring Maintenance
Used for all recurring ticket templates. After choosing this category, choose a template.
Software/Registration Renewals
For software subscriptions, firewall licensing, domain registration expirations, etc.
Geek Girls Internal
Only for internal issues or administrative work such as documentation cleanup. Work that is internal to GGIT as if GGIT is the customer.
Sales/Service Inquiry
For working on quotes and proposals for customers.
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