Service Desk
What customers have asked this business to fix or answer, who has it, how long they have been waiting against what was promised, and the record that it was dealt with.
Getting started
These are the steps in the order somebody would do them. The same list is in the tool: press F1, or the control reading "How this works" at the top of the window.
1. Press New request and write down what they asked
Who asked, what they asked for and how soon it matters. Nothing has to be set first: until you say when you are open, every promise runs Monday to Friday, nine to five.
2. Say when you are open
Every promise this tool makes runs in your own opening hours, so a request that arrives at five on Friday is answered on the promise you made about Monday morning. Until you set them it assumes Monday to Friday, nine to five.
3. Write down what you promise
A service level is two times at one priority: how long until somebody replies, and how long until it is finished. You can promise one customer something tighter than everybody else, which is what an agreement usually is.
4. Say where requests go
On the Routing screen a rule puts a request that names a customer, a word or a way in straight into the queue it belongs in, and suggests who should take it. Rules are tried in order and the first that matches places the request.
5. Save the request
Save a new request and both clocks start. What was promised is frozen onto it there and then, so changing a service level next month never restates what a customer was told this month.
6. Answer it, and record the time
A reply goes to the person who asked, through your own connected mailbox, when you press Send it to them. Minutes recorded against a ticket are readable by Keyway Billing, so work somebody did on a request can be invoiced, and each hour then says which invoice it went on. An invoice that was voided gives the hour back.
7. Resolve it, and keep the record
Resolving asks what was done, and that sentence goes on the customer's own history. Nothing is deleted: what you told somebody and when is the record this tool exists to keep.
The screens, and what to do first on each
Each of these opens with nothing on it on a new install. What the tool says on that screen is what this section says, because it is the same sentence.
Every open request, by what somebody does next
A request lands here the moment it is taken, in the lane for what happens to it next: past what was promised, due within the hour, waiting on the customer, waiting on us, or resolved today.
First thing to do: Press New request and write down what somebody has asked for.
No ticket is open on this screen
One request: what was asked, who has it, the two times you promised, everything said about it since, and the minutes recorded against it.
First thing to do: Press New request and write the first one down. Once there are some, this screen lists them to pick from.
Nothing is promised yet
A service level is a name, a priority and two times: how long until somebody replies and how long until it is finished. Both are counted in your own opening hours.
First thing to do: Name the service level, set the two times for your most urgent work and press Save.
What the desk did over a period, and who did it
The counts a customer or an insurer asks for: how many requests, how many were answered inside what was promised, how long a first reply usually took, and who did the work.
First thing to do: Press New request and write the first one down. The week it was raised in reports it.
No request is placed by a rule yet
A rule sends a request that names a customer, a word or a way in to one queue, and suggests who should take it. Rules are tried in order, and a request no rule matches waits in the first queue.
First thing to do: Name the rule, say the first place a request should go and press Save.
This desk is running on what it shipped with
The queues you route into, the hours you are open, and what a ticket number looks like. Nothing here changes a promise already made to a customer.
First thing to do: Set the days and times you actually answer the telephone, then press Save under them.
If you get stuck
Write to support@keywaysuite.com. We answer within one business day. Keyway can send us what it knows about your installation: open the hub, go to About and press Get support. It writes one file wherever you choose and never includes your licence, a password, a customer name or a customer address.