We are a small team of 6 persons ( 4 Techs and 1 Manager who is also ponctually a tech , and a secretary who takes calls )
We do IT support , our clients call us because they need help .
However at the moment,our workflow is very very archaic, meaning:
The secretary recieves a call from an customer , she then has to write a mail to us with what the customer needs and his number,we call him , we try to solve his problem remotely (usually by phone or team viewer) , and if not possible, we'll have to intervene on-site.
Then ,at the end of an intervention, we usually make an formulary with what we've done(client,if he's under contract,so we can deduct hours off him, who did what, comments,etc) .
Then that is being sent back to the secretary so that she can add or deduct hours off an excel spreadsheet according to how many hours we've done with the client .
I want to centralise all of that,no more mail writing , no more back and forth between secretary and us.
I want that: as soon as she recieves a call,she can start a ticket that is being sent to us(while still on the phone,without having the need to write a lot, what i'm thiking are checkboxes already pre-ordered ) , we recieve the ticket, we open it and attribute it( with time management) , we make the call/necesary remote support, all is good,we close the ticket,we still make the intervention formulary and then i want to attach it to the ticket .
