Hello,
We are migrating to Cloud and brainstorming different ideas on how we can make our JSD more of a "Case" ticketing system, instead of it being "project" based. We want our customer to open a ticket and to have that ticket move around our different departments, not necessarily tied to a single project ticket.
Currently, a customer opens a request to purchase a device for a new user. The customer currently opens a service request (REQ-XX) ticket and our technicians in the REQ project will process that request. However, the technician currently needs to reach out to our billing department (BIL project) and asset management department (ASSET project) to confirm billing and request a new phone. What the technician will do is create an "escalation task" which creates a BIL-XX ticket and an ASSET-XX ticket for those departments to handle. Once the BIL and ASSET department finishes their ticket, the REQ ticket is able to proceed.
Rather than what we currently have, we want to have a ticketing system that "flows" more easily. For example, a customer opens a ticket #12345 for a new device. Ticket 12345 flows to a "bucket" where our support technician picks it up and asks the appropriate questions/ gathers information. Support transition the ticket #12345 to our Asset Management department to order a new phone. The Asset Management department takes the ticket, completes their task, then "moves" ticket #12345 to the Billing department's "bucket" where they complete their task.
At the moment, there appears to only be different projects to create "escalation tasks" to different departments and that slows down our processes. We don't necessarily want a ticket to be "tied" to a specific project (department/team in our case).
Are there any alternatives to this?
