Every ticket that comes in follows the same route. It starts with the submission, this is done by you. As soon as you have entered all the information, the ticket will be sent to Boltrics. That sounds pretty simple, I hear you think. And that’s right. However, sometimes things still go wrong when transferring to Boltrics. For example, information may be missing or the ticket is not placed in the correct category. These are all factors that play a role in the processing time of a ticket.

How do we work?

Once the ticket has been submitted, it will be added to the list of open tickets. A new ticket will be placed at the bottom of the list of the chosen category. We work FIFO in this: the first ticket submitted will be the first to be picked up by a consultant. Which consultant picks up your ticket depends on the category you have chosen.

What can you do yourself?

There are three aspects with which you can shorten the processing time of your ticket yourself.

1. Choose the right category

Onze eerste tip is om de juiste categorie te kiezen voor uw ticket. De categorie is van belang voor uw

Our first tip is to choose the right category for your ticket. The category is important for your ticket because it determines which department your ticket will be sent to. There are three choices for the category:
Support ticket: Does a functionality suddenly stop working? But has this been set up before by one of our consultants? Then submit your ticket as 01-SUPPORT.
Change ticket: Do you have a new wish for our solution? Do you want a new interior? Or do you need a new development? Then submit your ticket as 02-CHANGES.
EDI ticket: Do you want a new setup for your data or message traffic? Or do you need a new development here? Then submit your ticket as 03-EDI.

2. Choose the right subcategory

After choosing the right category, it is also important to choose the right subcategory. The possible subcategories depend on your choice of category.
Each consultant at Boltrics has its own specialization. Have you chosen the right subcategory? Then your ticket will go directly to the consultant who has his expertise in this specific subject. When you choose another subcategory, it is possible that your ticket ends up with a consultant who does not have the right knowledge. Your ticket can then be referred to another consultant. This means that extra time will pass before your ticket reaches the right consultant.

3. Be as complete as possible

Our third tip to optimize the processing time of your ticket. Make sure to include as much information as possible in the ticket. To be precise, make sure the ticket contains the problem, but also the desired solution. Prepare a scenario for this and be clear about what it should look like. With a clear problem description and visual support, your ticket can be qualified immediately. You will receive a time indication and after receiving your approval, the consultant will start working on it. Missing information will slow down the process and waste time emailing back and forth to get the right information.

From ticket to realization

After reading these tips, you will know what you can do for the optimal route of your ticket: from submission to realisation. Do you want to know more? Please contact us via our customer portal. We are happy to help you on your way.