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BYU PATHWAY WORLDWIDE
We've recently made some exciting updates to our CRM that will enhance our workflow. It's essential that we understand and utilize these changes effectively. Now, when you interact with students, whether through calls or emails, there's a new 'Ticket' box. This makes it easier to link tickets to interactions, helping us solve issues faster.
The Importance of Ticket Attachment
The Importance of Ticket Attachment
We want to stress the importance of adding a ticket to every interaction. It's no longer just a suggestion—it's vital. This ensures we can track and solve student issues effectively. Let's make adding tickets a top priority in all our interactions.
Recent CRM Change
Recent CRM Change
One of the key changes on the CRM is the addition of a "Ticket" field in both phone and video call forms.
Attaching a ticket to every interaction can be easily done with the new "Ticket" field added to the phone and video call forms. This simple action ensures that every interaction is documented and tracked efficiently.
Using the Ticket Field
Using the Ticket Field
Now, connecting an existing ticket to a phone or video call is seamless. Simply copy and paste the ticket number into the designated field. This ensures efficient information retrieval and eliminates the need to open multiple tickets. Let's make the most of this convenient feature to enhance our workflow
We've introduced a view in the ticket form to display all emails related to a specific ticket. This feature assists in quickly viewing all relevant emails, especially in cases of escalation or multiple assignees. You'll find related tickets under the "Timeline" tab, with a new section titled "Emails Related to Ticket." Additionally, creating an email using the "New Email" button in this tab automatically connects the email to the ticket, eliminating the need to manually add the ticket number.
We've also added a new field in the email form to connect a ticket and an email seamlessly. This enhancement allows for easy information retrieval without the need to open multiple tickets. When composing a new email for a ticket, simply input the ticket number into the designated "ticket" field. This field is conveniently located right above where you add the article you're using. Once the email is saved, you can access the ticket by clicking on the link in the ticket field.
Remember, with these recent CRM changes, attaching a ticket to every interaction is not just recommended - it's now essential. Let's enhance our approach to ticket attachment. This ensures accountability and thorough tracking of student issues. Let's commit to prioritizing ticket attachment in all our interactions.
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