Helpdesk Ticket
Jordan Tucker
Right now, I use Zapier to forward the email that is sent to our support email address. This then creates a new task within the project. However, each time there is a response to that thread where our support team helps the customer, it creates a new task that is a duplicate essentially.
May I ask how you deal with email communication between yourself and the support client? Asana does not allow any old emails to be sent into it, so I assume it has to come from an approved email. So if you need to reply to that task I assume it would not go to the customer email, but to the approved email (e.g. ours!) so how does one deal with communicating on tasks between the support client?
I too would like to use Asana as our support system. At the moment we use Helpscout because anyone can email our support email into Helpscout. But then we have to manually add that as a task in Asana, but then all communication goes trough Helpscout. All because Asana does not allow un-approved email addresses into it. Its not good!
Correspondence with the client is facilitated via the comments field either by @mentioning them using their email address or by adding them as a collaborator. This works very well and the client can reply directly to the email notification they receive, which generates a new comment on the ticket.
Is there a way currently, or perhaps in a future release, where you are able to set the "ticket type" to a blank option to force the userbase to choose a type? We've recently rolled out the help desk to our small userbase and I'm already seeing a trend where they will simply use the "generic" ticket type that we set as default for every/anything .. just wondering, thanks!
I ran a report the other day for this year's tickets that were closed as "new ticket" and we had 158. 145 of those is one person. He's having fun going through each of them and fixing them individually. I COULD show him how to do it in bulk, but this way he'll learn. I hope.
A helpdesk ticket is an automated request for tracking and logging customer service requests. These requests are generated when somebody needs assistance from a support team or technician in resolving a technical issue, problem, or question related to their product or service. Tickets are commonly used by IT departments, call centers, customer service teams, and software companies that support their products.
Helpdesk tickets are usually created by the customer or user but are also generated automatically from an internal system or plugin. The initial ticket information is typically gathered by a help desk software application that stores and tracks all related data about the issue. From there, it is assigned to an individual or team member to help resolve the issue.
AI-powered helpdesk tickets are becoming increasingly important for companies that want to provide top-notch customer service. AI can help automate creating, assigning, and responding to access and ensure response consistency.
AI technology also helps analyze the customer data associated with helpdesk tickets and provides insights into customer behavior and trends. This helps support teams prioritize their tasks better and detect any potential issues before they become a customer problem. AI in helpdesk solutions prevents and deflects support tickets from cluttering inboxes. AI-powered tickets can help organizations provide faster and more efficient customer service.
Description of Problem or Request: This is where all the details regarding the issue or question are provided. It should include a detailed description of the problem, associated error messages or screenshots, and any steps that have already been taken to try and resolve the issue.
Resolving helpdesk tickets can be a challenging task for support teams, as it involves dealing with multiple ticket requests and resolving them quickly. The complexity of the issue, combined with customer expectations and the need for accuracy, can often make resolving tickets a stressful experience. Furthermore, teams need to remain up-to-date on the latest industry trends and have access to the latest technologies to provide effective solutions. Completing helpdesk tickets requires patience, expertise, and experience.
Through automation, helpdesk tickets can be resolved in a fraction of the time it would take a human. By implementing automated helpdesk ticketing systems, support teams can quickly handle customer requests and provide solutions faster than ever.
Automated helpdesk ticketing systems provide teams with better visibility into customer issues, allowing them to quickly identify and prioritize the most urgent requests. This helps minimize customer downtime and ensures their problems are resolved rapidly.
Automated tickets help streamline the support process and make it easier for customers to get help quickly. This can result in a faster resolution time for issues and better customer satisfaction overall.
Automated tickets make it easier for customers to get help, and they can also provide helpful insights into customer service trends. This helps customers get the best possible experience when they contact a support team.
Be Clear and Concise: When creating support tickets, provide a clear and concise description of the issue or request. Be sure to include details such as error messages, screenshots, steps taken towards resolving the issue, etc., for the assigned technician to identify and fix the problem quickly.
Keep Tickets Organized: Helpdesk tickets can quickly become cluttered if not properly organized. Be sure to update the ticket details and assign them to the appropriate teams for faster resolution times.
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Before submitting a ticket to the ACCRE Helpdesk, please review the user support documentation. If you notice any documentation that is out of date, please open a Helpdesk ticket and include the link to the page.
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I'm using the MS list template to capture and log IT tickets. I noticed that when I reply to the recipient it creates a new list item instead of updating the existing item. I searched for a resolution to resolve this, but I'm completely out of ideas. Below is the flow with the error message I'm running into.
@v-jefferni Thanks, I removed the last function, and it was able to go through. Now I ran into the original problem, which is shown below. I'm not sure why it is saying the id parameter needs to be an integer/64. When I edit the JSON properties and changed the id type from string to integer it still gives me issues. As you can see I'm using the list ID default column which I'm assuming is an integer column but changing the properties doesn't help either.
In that post, the solution is using split alone and output an array that divided by semicolon. For example, an income Email with subject A;B;C;D, the output of split(triggerOutputs()?['body/subject'],';') is
and output of last(split(triggerOutputs()?['body/subject'],';')) is "D", which cannot be selected by using [1] or [2] in expression, outputs('Compose')[1] means to get the SECOND item from output of Compose.
@v-jefferni thanks for pointing this out, I was trying to update my MS list item for our helpdesk, when a reply is sent via email. I found this with the community, but it doesn't seem to work on my end.
Output of Compose is of type string, which is the last part of subject that divided by semicolons. You can find it was a "test" in Compose in the run history. I don't understand what you would like to get from Compose.
The goal is when a ticket request comes in and added to MS list, I would like to reply to the same email chain and have that be updated as well to the item created for this request. I created the following flow to do that with some instructions online. However, I might be missing a step to this.
Currently all of our internal communication that happens on a ticket happens via Notes on the ticket. These notes are only accessible when opening the ticket and going through the activity, or specifically the notes.
In the old Inbox, you can also add Comments, which our team also do. However, we have noticed that Comments and Notes seem to fulfil a similar purpose, but are at odds with one another. If I leave a comment on a conversation that is associated to a ticket, then I am not able to see that comment when viewing the ticket. Similarly, if I leave a note on the ticket, I am not able to see that note on the Inbox conversation.
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