Support Ticket Journey – The Fastest Path to Resolution

You arrive at the office in the morning, ready for a productive day. With a delicious cup of coffee in hand, you start up your computer in good spirits. But then you get an annoying error message when you try to create an inbound order. It’s frustrating, and we know all too well. Fortunately, our support team is here to help. You decide to open a support ticket in your 3PL Dynamics environment. But what happens to the ticket once it’s submitted? And how do you keep track of its status? In this blog, we take you behind the scenes of our support process. We’ll show you how your ticket is handled and what you can do yourself to reduce the turnaround time.

What is the status of my ticket?

You have successfully submitted a support ticket. Now it’s the Boltrics support department’s turn to work on it. But what about the status of your ticket? We understand that you want to stay informed. That’s why we’ve made it easy for you. You can easily track the status of your ticket through our request overview. At a glance, you can see the current status and which consultant is working on it. This way you are always in control and informed! And it looks like this:

What is the journey of my support ticket?

Your ticket’s journey begins when it takes the first step from status 012-NEW to status 020-ASSIGNED. This means that the ticket finally gets the attention it deserves. And the analysis begins. In the initial stages of analysis, there are several paths that can be taken. Sometimes additional information is needed to complete the story. In that case, we contact you. This leads to a change in status to 035-INFO NEEDED. This means that the analysis is temporarily paused until we get the information we need. But don’t worry, as soon as you respond, the status immediately jumps to 017-REOPENED. This is our signal that we can resume the analysis. We get this signal automatically. You do not need to contact us.

Help from an expert

During further investigation, represented by status 030-ANALYSIS, we may need the expertise of other departments. This is where the daily ITOPS hour comes in. A time when technical issues are addressed. Whether it’s problems with release applications, telnet scans, or other technical challenges, we’re there to help. If the problem is code-related, we enlist the help of our developers. And if it involves data integration, our DI team is ready to take it on. And remember, if you enter the subcategory, as in this case with DATAHUB, we can find and process your ticket faster.

The solution is at hand!

After a thorough analysis, we offer you the proposed solution. Then it is your turn to test it, while the ticket is moved to status 045-TEST CUSTOMER. Here you can verify that the solution works and does not interfere with other processes. If everything is satisfactory, the solution is implemented in the PROD environment and the ticket is closed with a satisfied sigh.

This speeds up your support ticket journey significantly

Everyone wants problems solved as quickly as possible. But to do that, we need your help. So here are some helpful tips to help us get you back up and running quickly:

1. Be sure to include your company and location in the subject or first line of your support ticket. These details will help us go directly to the right place in the system.
2. Clearly indicate which module is involved (WMS, TMS, Finance, or Customs).
3. Provide a detailed description of the problem. Describe the process, including all steps that led to the error message and what action caused it.
4. If you have seen the error message before, such as in a previous support call, please let us know. This information will help us resolve the issue more efficiently and get you back on track quickly.
5. Screenshots are invaluable. Be sure to take screenshots of the entire page, not just the report itself. That way, we can find all the information we need to quickly identify the cause of the problem.

With this approach, we can work together to find a quick and effective solution so you can get back to work without interruption.