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As of Fall 2022, there will be new procedures implemented for how the Support department handles incoming calls and tracking. This article will go over the main points of these new procedures as well as describe the workarounds involved in taking breaks or performing special tasks. For detailed information on how to set up the Zoiper soft phone application, please refer to this article.
Aha as the Ticketing Medium
Aha as the Ticketing Medium
After exploring several different formats, and with the sunset of NetSuite occurring companywide, it was decided that incoming support calls are best tracked and handled via the Aha platform. This system has been in use for the Development team for some time, and has served its purpose well. Access to this resource will be provided to SUPPORT technicians within the coming weeks.
Support Cases Overview
Support Cases Overview
When finally implemented,, each call that comes into the SuperSalon Support department will be designated as a "case" for the purposes of Aha's tracking features. Shown below is an example of the overview page for all current Support cases.
This overview page provides a quick glance of all current Support cases, their statuses, and allows for viewing and forecasting trends based on timeframe. The circular graft in the upper left gives a quick indicator of the percentages involved with closed cases and those currently being worked on.
Creating a new case is automatically done whenever a call comes in via the PBX system, however during instances where troubleshooting must not be done based on a phone call, users are able to utilize the aptly named "Create new case" button in the upper area of the interface.
The Inbound Case Report
The Inbound Case Report
This report which will be accessible to managers and supervisors will show a more detailed breakdown of each call that comes into the Support department which eventually becomes a "case". Users are able to filter the data based on the various columns that span its upper portion.
As of the time of the writing of this article, there is no further information on how this data will be accessed other than via secure login. Product Management is still currently working out the details for this system's implementation and use.
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