Understanding Problem Reports

Transcript: In this lesson, we'll be learning about problem reports in CloudRadial

Problem reports are the catalog of tickets available to users in your portal. There are no limits on customization for these tickets, so we'll just stick to what's possible and how you can get them dialed in to the way that works best for you.

Let's start here. When learning about problem tickets, it's always helpful to see how our changes affect the end user experience so we're not working in a bubble. I'll head over to partner on the left hand side of the feature sets and click on clients. Then I'll impersonate my very own company, Ricky's MSP.

Now I can demonstrate and simulate the out of the box Ticket catalog experience, and if you've got your home page set to support, your users will see the following options similar to mine when they click on the report a problem section they'll be taken to the Ticket catalog.

If you don't have the Support home page set, it's the same effect as clicking on Support in the left hand side of the feature sets and report a problem right off the bat.

You can see different categories such as my computer, my email, and more clicking on any one of these categories will display the tickets within each with their own unique name and description. When I click on a specific ticket such as this first one, we'll get the set of questions that pop up in a panel on the right. Once I fill in their fields and hit submit, the ticket will get logged.

So what does this look like on our side of things? If we swap back to the other tab, we can see problem reports, much like anything else in CloudRadial, are controlled in customized to be a partner and content. Look for the problem reports section.

When you're first starting out, you'll have a sample problem reports content package with 31 tickets inside, let's explore it.

A tip is to sort by category so they show up in the same exact order as you see them on the front end.
We can track the exact same ticket and see exactly what they're made of, just like the first one we saw.
The first one in this other tab was my computer - I'm getting warning messages, and back here we can see that it's the first choice. When I click on the individual ticket in the folder, I can see what it's made of.
You can change the category, the subject, the description and many other options like adding a file attachment or requiring a signature. The most customizable part, however, is how you ask the questions yourself. You can see the questions area where the questions are lined up.

Clicking on these individual questions lets you customize exactly what you're asking and how.

Initially, you'll have a few options. You can either modify the existing Ticket catalog that comes with your tenant, or you can create a brand new one. whatever is easiest for you. Adding tickets to this or a new content package is easy too. Just click on the add button at the top right within the package.
In another lesson, we'll cover the top options and configurations of each ticket. Your first goal when starting out with the portal should be to build a solid set of starting tickets that you can use for all of your clients. Once you're happy with that catalog, you'll do what we always do. Assign this content package to a company group. To do that, we'll click on settings at the top and then edit, and then drag over the company groups from the company groups section.

You can see I've already selected the all Group for this one.

Again, the simplest way to get out the door with a Ticket catalog is to have a single Ticket catalog for every client.

Using this All Group once you're more familiar with creating and managing problem reports, you can always go back and create specific Ticket catalogs for specific types of companies on top of them.