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Version: 6.18

CM/Ticketing

ConSol CM/Ticketing is a practical solution for your ticket and case processing.

Every customer inquiry is a ticket. For processing more complex inquiries, additional tasks can be created and forwarded to other agents. The solutions can be added to a knowledge base as FAQs. CM/EBIA is integrated into the dashboard for reporting and evaluation. Important information can be published as news items.

Getting started​

Registration and integrated tutorial​

Log in by entering a user name and password. The following users are available in demo environments:

  • user: All permissions for tickets, tasks, and customer data; read permissions for internal FAQs and news
  • superuser: All permissions for tickets, tasks, customer data, text templates, and assets; read permissions for FAQs and news
  • faqNewsUser: All permissions for FAQs and news
  • assetAdmin: All permissions for assets (resources)
  • ebiaAdmin: All permissions for CM/EBIA (reporting)
  • faqAdmin: All permissions for FAQs
  • importAdmin: All permissions for importing customer data via the dashboard
  • newsAdmin: All permissions for news
  • processAdmin: All permissions for system administration, including workflows
  • templateAdmin: All permissions for text templates
  • userAdmin: All permissions for managing users and roles
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When you log in with the username user, you can click on Start tutorial at the bottom of the screen to view a short tutorial for initial orientation.

Processes and cases in CM/Ticketing​

CM/Ticketing has three input channels for creating procedures:

  • CM/Track customer portal: Contacts can submit requests using a form in the customer portal.
  • Email: Contacts can send emails to the support address.
  • Manually: As the agent, you create a process manually, e.g., if a contact has contacted you by phone.

There are several types of processes in CM/Ticketing:

  • Ticket: The initial inquiry from the contact is processed as a ticket, see Ticket handling.
  • Tasks: Tasks are individual steps that must be performed to process a ticket, see Tasks
  • News: News items inform customers and employees about current planned downtimes, disruptions, or innovations. External news for customers is published in CM/Track. Internal news for employees is displayed directly on the start page in the Web Client, see News
  • FAQ: Frequently Asked Questions provide solutions to known problems and offer a knowledge base with instructions. External FAQs for customers are published in CM/Track. Internal FAQs for employees are available in the Web Client directly in the processes that deal with similar topics, see FAQs

Each process type has its own process. The processes are generated and linked to each other during the course of the process, so that the relationships are immediately apparent and can be taken into account during processing. This enables automation and increases clarity, for example:

  • The status of linked tasks is displayed directly in the ticket, so that the processing progress is quickly apparent.
  • Multiple tickets on the same topic are linked so that once the main ticket is closed, the contacts for the other tickets can be automatically notified.

The processes form the basis for permissions. You can specify which processes each individual agent should have access to.

User interface of CM/Ticketing​

Next, familiarize yourself with the user interface. The structure corresponds to that of the standard product ConSol CM, for which extensive documentation is available:

  • Structure of the page with main area in the middle, process list on the left, and activities on the right, see Elements of the page.
  • Structure of a process with different areas containing different data and enabling actions, see Object sections.

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Next steps​

Under Communicating about cases, you will find a detailed description of the various options for communicating with contacts and colleagues. The various actions for Working on cases apply regardless of the type of case. The process-specific steps are described under Ticket handling processes and General processes.

The customer portal, where customers can submit requests and view their tickets, is described in CM/Track.

In addition to processes, CM/Ticketing has an asset database with so-called resources. Click on the Resource Pool link in the menu bar to manage these, see Resources. The standard includes a generic data model for products and assets. The resources can be linked to the corresponding contacts. The data models can be adapted or expanded as required.

The standard processes and data models can be adapted or expanded as needed. It is also possible to define new processes.