Understanding Confirmation Messages in Tickets

In CloudRadial, problem report and service request tickets have an optional area that can trigger a confirmation message after the ticket has been submitted.

This area can be used in several different ways to improve client experience, improve your efficiency, or even just to make things more streamlined. Let's see how it can be used.

Use Case #1: Self-Help

You can prompt users to take action after a ticket has been submitted, such as to read a guide or to watch a video before a technician reaches out to help them. 

This usage of the confirmation area is preferred by many MSPs that want their customers to feel like they can always reach out to them - but still want them to be able to get the help they need as fast as possible. 

This is the best of both worlds where both options are presented without frustrating the end user.

For more details: Read the article on capitalizing on self-help in the portal

Use Case #2: Message Received

The confirmation message area can be simple enough - a message stating that the ticket has gone through and that the team will address it is usually plenty. It's human nature to want to feel heard, especially if an issue is frustrating and/or stopping productivity.

Pro tip: You can use the token value for @TicketId to generate the actual ticket's number if submitting to a supported PSA (as seen in the example above).

Use Case #3: Schedule Follow-up Steps

Certain tickets may spawn the need for action. Sometimes, this action is as simple as clicking a link and following through with prompts. Other times, you may want to directly prompt the users to schedule a meeting with a technician to get their issue resolved or request fulfilled.

You can embed the scheduling details directly into the form for a super clean and effective ticket. 

The screenshot above is from our integration with TimeZest, which uses the ticket number to schedule a meeting with the appropriate technician automatically for either ConnectWise or Autotask PSAs. 

More details: See how the confirmation message meeting scheduling works in action