- Log in to Shockey Monkey portal by entering your email address and password.
- Click on Tickets tab, in the left hand navigation panel.
- Click on the subject of a ticket to open Ticket View.
- Click in the Comments box and briefly but completely describe the work that you conducted and on the Ticket.
- Check the box next to Tag in the Update Ticket top row if you wish to Tag this entry, to create an Alert for this Ticket Update entry.
- Click on the Police Officer icon to the right of Tag in the Update Ticket top row if you wish to Blow the Whistle on this Ticket Update.
- Click OK in the pop up menu if you are sure you want to flag the Ticket Update.
- Click in the field to type in the reason for flagging the Ticket Update.
- Click in the drop down box next to Assign Follow Up to in order to select the appropriate resource to follow up on the Whistle.
- Click on Insert Timestamp to insert a system date and time stamp onto your Ticket Update entry. Doing so will provide another level of guarantee that you’re providing your clients the highest level of timely service and consistently meeting your SLAs.
- Click in the Canned text drop down menu to trigger an automatic email update to the client contact that work is complete and the Support Request is being closed.
- Click Browse, to the right of Attach to attach any relevant documentation or files to the Support Request.
- Click in CC and enter an email address (or multiple email addresses separated by commas) if there are any others who should be notified of the ticket closure.
- Click in the Status drop down box and change to Closed.
- Click in the Resolution drop down box to select a Resolution type, which will enable you to track various types of service request resolution.
- Click in the check box next to Silent Update if you wish for the Support Request to be closed without notifying the client contact by email. The client will still be able to see the Support Request if he or she logs on to the Client Portal.
- Click the check box next to Close Ticket.
- Click next to Email History if you wish to email the full ticket contents along with the closure notification.
- Click in the Send Survey check box if you wish to send out an automatic survey that you already set up in Shockey Monkey.
- Click in the Create KB Article check box if you wish for the contents of this Support Request to be logged in a searchable Knowledge Base article. There are certain types of Support Requests that to tend to reoccur, and since reducing the amount of time you spend on each Support Request is a key to profitability in Managed Services, documenting a repeatable set of steps to resolve common issues can make a big dent in the amount of time you will spend working on those issues.
- Click on the Remind Me check box and enter a date into the Calendar to automatically generate a Task for you to follow up on this Support Request. This is especially useful for Customer Service, if you wish to follow up at a later time on an issue to ensure the client’s satisfaction.
- Click on “Click to Add Time” if you wish to track your own actual time spent on this Support Request. This feature can be very helpful when used in conjunction with Calendaring to give you a picture of Projected and Actual Utilization rates for you and your team.
- Click on the Date box to change the date of the Time log. It will default to today.
- Click in the boxes under Start Time and End Time to enter your hours.
- Billable Time will automatically populate with the number of hours you entered in Start and End Time.
- Click in the Type drop down box if you wish to select a particular Service Type for the time log.
- Click in the Billable drop down box and change the status to Do Not Bill if you wish to invoice the client for those hours of service at a later time, or No Charge if applicable. Selecting Billable will trigger the Invoicing features of Shockey Monkey.
- Click on “Click to Add Expenses” if you wish to track any expenses, like small stock parts or travel charges, on this Support Request. This feature will connect to Invoicing in Shockey Monkey and allows you to track both client reimbursable and internal expenses related to delivering service.
- Click on the Amount box to enter the dollar total for the reimbursable expense item.
- Click on Expense Details and briefly describe what the reimbursable expense item is.
- Click on Expense Type and select the applicable option.
- Click on Payment Method and select one.
- Click in the Classification drop down box to select Non-reimbursable, Reimbursable, or Personal.
- Click in the Billable drop down box and change the status to Do Not Bill if you wish to invoice the client for those hours of service at a later time, or No Charge if applicable. Selecting Billable will trigger the Invoicing features of Shockey Monkey.
- Click on “Click to add an internal note” to make a comment or provide some information on the Support Request that you want to be seen only by your internal staff that views the Support Request.
- Click the Print Signoff Sheet feature in the Ticket Statistics section of Ticket View to display a printable ticket summary with signature line for the client to sign. Signoff sheets help to reduce re-work expenses and keep clients more satisfied, by reducing confusion and clarifying work deliverables before closing the support request.
- Click Update Ticket once you have updated the ticket and documented the work you completed on it.
- Click on Support to return to your Support Board view.
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