2.5 Use cases for customer management
This section describes a use case for checking the number and nature of incidents for the customers for whom an agent is responsible.
You can check the status of ticket responses related to a customer in the [Customer Information Center] of the “Customers” function.
(Table) [Customer Information Center] search method
| Field | Description |
|---|---|
| Customer | Enter the customer's name and a portion of the customer ID. Click a customer to open the [Customer Information Center] screen for that customer. |
| Customer User | Enter part of the customer user's name. A list of relevant customer users will be displayed, and clicking a customer user will open the [Customer Information Center] screen for the customer to which the customer user belongs. |
On the [Customer Information Center] screen, you can see the customer users belonging to a customer and the number of tickets related to that customer user. In addition, various tickets related to that customer can be checked.
The [Open Tickets] widget and the [Company Status] widget display the number of tickets per status. The details are as follows.
(Table) Number of tickets displayed in the [Open Tickets] and [Company Status] widgets
| Widget | Description |
|---|---|
| [Open Tickets] | The status in Ops I tickets with "awaiting_approval", "planning", "in_progress", "open", "awaiting_implementation", "declined", "awaiting_backout", and "implementing" will be displayed. |
| [Company Status] | The number of [Open tickets] in the [Company Status] widget shows the number of "pending", "awaiting_approval", "planning", "in_progress", "open", "awaiting_implementation", "declined", "awaiting_backout", and "implementing" tickets that have a status of "incomplete" in Ops I tickets. [Closed tickets] displays the number of "closed", "completed", "cancelled", and "closed_with_backout" tickets in Ops I that have a status of "completed". |
For details on statuses in Ops I tickets, see “Ticket statuses”.