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Creating a new repair ticket

Introduction

Repair tickets are at the center of any computer repair shop or IT service based business. BusyBench knows this and has built our ticketing module to make this process as simple and straight forward as possible.

Getting Started

First things first, select “New Ticket” from the left side navigational menu to open a new blank repair ticket.

From here you will be presented with three columns. The new customer column (left), the ticket column (center) and the customer assets column (right) which will appear as soon as a customer is selected.

Adding a Customer

Start creating a new repair ticket by entering an existing customer’s name, phone number or email address into the existing customer.

If you have not previously created the customer you are trying to find, click the New Customer button in the first column.

BusyBench was designed from the bottom up to be as flexible as possible. This being said, none of the the customer fields or all the customer fields can be filled. You have the ability to add as much or as little information as you wish.

However, keep in mind the less you add, the less you can report on and search. If a customer has no phone number or email address on file, the next time you search for them within BusyBench you will only be able to pull them up by name, depending on what you previously entered.

Don’t forget that creating a new customer can be significantly easier when scanning a drivers license. Please note that this feature is limited to North American citizens only at this time.

Entering Repair Details

Once your new customer has been added you will want to start filling out the repair ticket. Again, BusyBench does not require you to fill out fields you don’t feel are necessary. However, being detailed will allow other technicians to address customer concerns more effectively.

Subject

The ticket subject should be short and sweet. A simple 3-5 word description that identifies the ticket easily. You will find that making long and detailed ticket subjects is somewhat of a waste of time as the site truncates longer ticket subjects to ensure elements remain responsive and unbroken on multiple device resolutions.

User

Tickets can be assigned to individual users. These users have to be created prior to creating the ticket if you want to assign them to say a specific technician. Adding additional users can be done via the System Settings > Users section of BusyBench.

Priority

You can define a ticket’s priority during creation or at any other time. By default all accounts come with a few predefined ticket priories but these can be removed, edited or replaced via the System Settings > Tickets > Priories section of BusyBench.

Attaching inventoried and one-off items

You can add items previously created from within your company’s inventory, or add a one-off item while creating the repair ticket. You can also change previously created inventory items, descriptions and details by selecting the small ‘show details’ button on the left hand side of the inventory item field.

The button to the right of the show details button will toggle between inventoried and one-off items on the fly all while creating a new repair ticket.

Custom Fields

BusyBench makes taking new repair tickets effortlessly with custom ticket fields. By default,there are a few custom fields ready for use out-of-the-box but you can always edit, add or remove the ones we have included.

These are used to help aid in documenting critical information with a single click. Information such as the customer leaving a mouse or USB stick behind without having to physically add the information to the notes.

Canned Notes

Unlike custom fields, custom canned notes allow you to predetermine large amounts of detailed text to be added to the ticket without having to manually enter them at the bottom of the ticket. These can be edited, changed or removed via Settings > Tickets > Canned Notes

Primary Notes & Details

Above all the notes section is where your technicians will look for repair details. This is where you want to ensure you are as detailed as possible. Remember, the more detail the better.

Attaching an Asset to a Repair Ticket

Although not required, attaching an asset to a ticket will greatly increase the amount of information you have on record for the repair.

To add an asset (such as a laptop computer) to a ticket, simply click the small plus icon in the top right hand side of the assets column. This is the third column on the page, farthest to the right.

All fields shown in the new asset dialog can be customized and set to either required or not required. This ensures that critical information is never overlooked and not entered.

Remember, assets are saved to the customer’s profile for later use. The more information you enter about an asset, the more useful things will be in the future when working with specific customers. Passwords, serial numbers or charge cable identifiers are all great things to document when first entering a repair.

Saving and Printing

Once your assets are added, you are ready to save your repair ticket and print your ticket. 

Congratulations! You just created a repair ticket.

Updated on December 29, 2018

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