Many internal tasks of businesses are needed to be done repeatedly and exclusively by the support team, like, backing up the system and email data on a monthly basis, servicing the workstations on the requirement basis, etc. But, the support users normally don’t know when they have to do these tasks, until they receive notifications from the management. After receiving the notifications, they can create the tickets for themselves to complete these tasks.
As these tickets are generated repeatedly, it is quite annoying for the support users. It becomes more annoying, especially when these tickets are created at regular intervals, like, at the start of a month, they need to service the employees’ workstations after creating the tickets.
The solution to these frustrating problems of the support users is a ticketing solution, like MetaCaseDesk – a SharePoint based ticketing tool, IT helpdesk, and case management system, which offers “Recurring Ticket” feature. This feature allows them to create a template of ticket, which can be used repeatedly for any specific time they determine, to generate the tickets.
Here are a few interesting facts of MetaCaseDesk’s Recurring Ticket feature.
• It allows support users to auto-generate tickets on daily, weekly, monthly and yearly basis. They can also set the date and time on these tickets. These tickets can be assigned to a single support user, multiple support users, and all of the supporting staffs. These tickets can be generated from the existing tickets, it means that support users don’t need to spend their precious time on creating a new ticket.
• This feature manages the entire record for a particular template. These records show the total number of tickets raised by the users on a template, the status of tickets generated, the particular support user(s) working on these tickets, etc.
• It helps support users in reducing their workload, which usually involves resolving their issues by creating ticket templates, and then sending them whenever they want.
In addition to Recurring Ticket, MetaCaseDesk offers another feature ‘Knowledgebase’ for managing recurring issues, which lists topics consisting of such issues with appropriate solutions.
If you want to learn more about this feature, or you want to schedule a demo, then kindly consult our experts.