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Submission/Revison Date:
 Tuesday, May 24, 2011 06:08:58 PM
Application Name:
 Ticketus - Work Order Tracking
Short Description:
 Ticketus is an easy-to-use application for input, assignment and tracking of work order tickets. Ticketus is a part of the work order asset management suite which also includes Inventoria Asset Management
Market:
 All
Category:
 Solution
Company:
 Aptiris
Website:
 http://www.aptiris.com
Type:
 Commercial
Platform
 FCAS
Ticketus21.pdf   367K
Ticketus is an easy-to-use application for input, assignment and tracking of work order tickets. Ticketus is a part of the work order asset management suite which also includes Inventoria Asset Management. Tight integration with FirstClass makes Ticketus simple to deploy and manage, leveraging existing infrastructure and requiring no specialized software or training for staff.

Ticketus may be deployed in stand-alone mode for ticket tracking only, or combined with Inventoria, a comprehensive asset management solution for FirstClass.  When combined with Inventoria, ticket history may be analyzed based on asset types, manufacturers, and models to examine reliability and total cost for purchases.
For Staff
  • Submit trouble tickets direct from FirstClass
  • Receive email notifications of status updates
  • View history of all tickets
  • Add asset tag to tickets from Inventoria
  • View activities in real time
  • Add asset tag to tickets from third party asset management systems *
  • Add screen captures to enhance trouble ticket
  • Attach files to trouble ticket
  • View activity details in rich text format as they are processed
  • Access buildings pertinent only to you if activated
  • Collaborate with technicians on open tickets.







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For Technicians
  • Sort open tickets by location, priority, equipment type, entry date, and more
  • Take, escalate, and release tickets
  • Re-assign priority for tickets
  • Assign predefined activities to a ticket in one step.
  • Quickly enter activities using pre-defined and custom descriptions
  • Generate summaries for email or print
  • Manage own Ticketus using expected delivery(promise date)
  • Work on colleague's ticket if permitted
  • Quickly correct activity mistakes within allotted time if permitted
  • Add asset tag to tickets from a third party asset management system *
  • Organize and filter by asset details when integrated with a third party asset management system*
  • Add screen captures to enhance trouble tickets
  • Attach files to trouble tickets
  • Provide feedback to end users using Ticketus' collaboration module
  • Get notified when assigned a ticket
  • Get notified when un-assigned from a ticket
  • Assign ticket to a specific tech while escalating a ticket
  • Assign trouble ticket to the same tech who escalated the ticket when reverting a ticket or leave unassigned.
  • Get notified if the system auto-escalates the ticket priority
  • Perform multi-match look-ups against the FirstClass directory using enhanced user interface
  • Access pre-filtered buildings and associated trouble tickets pertinent only to you if activated
  • Email the details of a ticket in a customizable rich text format to another FirstClass user
For IT Directors
  • View level 1 and level 2 ticket queues
  • Assign tickets to specific technicians
  • Generate Quick View reports for at-a-glance insight into repair trends
  • Generate detail reports for in-depth analysis
  • Define procedures (series of tasks that should be completed when processing a ticket)
  • Determine if technicians can view each other's tickets or take control as needed
  • Determine how long a technician can go back to make changes on recorded activities
  • Determine the type of notifications that techs should receive as tickets pertinent to them are updated
  • Integrate Ticketus with a third party asset management system*
  • Map specific locatioins to individual techs if desired
  • Map locations to contacts if desired
  • Perform multi-match look-ups against the FirstClass directory using enhanced user interface
  • Excercise control over the content and layout of all emails generated from Ticketus
  • Add or remove entire sections or fields to provide more or less details in specific email notification for contacts and/or techs.
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Benefits

Manage productivity and evaluate equipment and vendor performance with extensive reporting capabilities. Use Ticketus to answer question such as:
  • Which technicians process the most tickets?
  • How long is an average ticket open? 
  • How does this time vary by technician?
  • How many person-hours are spent on an average ticket? 
  • How does this vary by technician, asset type and/or brand?
  • What is the average repair time for equipment sent to vendors?
  • Which customers require the most time?
  • Which locations generate the highest ticket volumes? 
  • Which locations show the longest ticket close times?
  • Streamline procedures and activities for tickets.
  • Excercise control over the content and layout of all emails generated from Ticketus
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More Information

To request a demonstration or for pricing information, please contact Aptiris. You may also visit our downloads page for the latest updates or visit our FAQ pages to find answers to your questions.