Very common for us. We see a lot of differences in interpretation when it comes to how a ticket is created by an end user.
For example:
A teacher is assisting a student that’s having trouble logging into a Chromebook with their Google account, due an expired password or something of that nature.
In this teacher’s mind, they are having problems with the Chromebook because they can’t log into it, so they create it as a Chromebook ticket rather than an account issue ticket.
The ticket gets routed to our Chromebook repair team instead of our Google admin team. Getting the right eyes on the ticket gets delayed by a day or two because Chromebook repair ticket volume is significantly higher.
A suggestion I’ve heard from our own staff, and seen posted here in the past, is to add more of a “Global Search” box on the initial ticket creation step (where they have to select one of the main ticket types first) that will drill down into models/categories/issues from there.
https://community.incidentiq.com/ideas/search%2Dbar%2Dto%2Dsearch%2Dall%2Dfields%2D725
I upvoted that idea… seems like an instance where those chatbots we see with a lot of sites could come in handy
“What do you need help with?” and it comes back with some suggestions.
@AMeyer Greendale Schools exactly! It wouldn’t even have to be insanely intuitive either. It can just search for issues/categories based on keywords from your input and suggest them to you.
Yes, would be nice. Well, I hope it is better than the “Add Follower” search… the latency on that search is not ideal.
Another idea similar to this thread:
