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What workflows does your software handle automatically? What data sources of yours does it check in the background as the technician is working so they dont have to waste time doing it manually? Template balance. Are you using no templates? Templates for everything? Both are usually bad ideas. Templates can speed up input for common issues but theres just no way they can cover everything and if a technician has to remember and search through more than a dozen or so basic forms theyre wasting time. Nonlinear input. If your application absolutely requires that ticket information fields be completed in a certain order its already holding your people back. There is no excuse for hard coding this at all. A default order is fine but (as above) it must be able to be changed and must be over-rideable at all times. Your technicians are smarter than your software - dont make the sides fight especially when youre paying.
Once you have the ticket you like it should automatically open up in Word. You can now take the template and edit it and customize it by using the different fields that are available in the template to make it personal for your event. You just click on the different text boxes and simply start typing in what you want to type. You should also include some specific information about the event itself and this will cut down on the chance someone might try to cheat and bring in some other sort of ticket to try and win something for free. And it does happen. Here are some specific notes on how to use the online ticket template and design it how you want. You will need to click on "Cover" and this is the area where you can design the front of your ticket.
Theres nothing quite as annoying as a text-only ticketing system. At the very least technicians should be able to paste in screenshots. Put RTF or HTML compatibility (for instance) in your main ticket body and theyll be able to attach/link files and objects to show auditors and trainees exactly how something went wrong what to look for and how to fix it. The only thing worse than spending half an hour transcribing a set of immensely long error messages is paying your top technicians to be a typing pool. Customisable interface. A good ticket application will be able to adapt to any business. But by the same token it will have a lot of features and extras that you may not need right this second. Check to make sure that your Service Desk is able to tweak the presentation and flow of their most heavily used interface to tune it precisely for your requirements and squeeze an extra ten to fifty percent speed out of it.