Tickets

What is pre-populated in the ticket?

Send an email to support@mobilereach.com

• Email
• Subject of email goes into Subject
• Body of email goes into Description
• User Name (IF email address is a known user)
• Associates the ticket – based off email address – with
  • User
  • Company

Open a ticket on the Help Center

• Submit a Request button
  • Description
  • Subject
  • Email
    • And all the associations that go with it
  • Priority (optional), default is nothing. **is this the right answer?**
• Chatbot
  • Everything in Submit a Request PLUS
  • IP address information
  • Chat log goes into Description

Manual creation from MR employee

• Requestor (either email or User Name)
• Subject
• Description

Response time KPIs

1st response – under 4 hours

Subsequent response – under 10 hours