Flexible visible ticket tracking
Telephone Message Pad uses colors to track message status. Open, Appt, and Closed are built in and you may define your own status terms. These can be tracked system wide or to an assigned individual.
In Telehone Message Pad, each ticket has a status and an assignee, the individual person responsible. For small offices, say an attorney and receptionist, tracking the assignee is an unnecessary complication. Thus, for accounts having 6 or fewer users, we do not expose the assignee extensions. Indeed, about half the small office clients we have do not use tracking either and use Telephone Message Pad as a paper pad replacement albeit with a searchable log.Telephone Message Pad provides a tracking system based on either status alone or status and assigned individual. The setup screen at right shows how this is set up by an admin. Once set up, this screen is rarely accessed again.
A larger organization has a need to track work progress both by status and individual. Moreover, each individual needs to be able to manage their own work queue. Due to sickness, vacations, and serving customers, they also need access to the complete work queue status.
The status is comprised of both system defined and user defined terms. You can assign that status a color that is either system based on drawn from a spectrum of 4 colors on a per individual basis. Perhaps an example helps show where we would use these capabilities.
Imagine a sales organization with 3 sales people. We would assign each sales person their own color spectrum. We might define Open as spectrum color A and Closed as D. Thus, we can list Open status (on a different page) and see three colors quickly giving a visual indication how many leads are open per sales person. We could also define a new status Pending as spectrum color B to designate that each sales person has started on the lead.
As part of the sales process, there is a credit check and we could designate a Credi_Check status to show that step in the process. However, someone in accounting does this and we can choose to use a system color to designate this step. In other words, we can mix and match tracking colors all the while, retaining which sales person has been assigned.
Of course, if we discover the assignment has been made mistakenly, we can re-assign a ticket. If/when an assignee is no longer employed or changes roles, their open tickets can be listed and reassigned or closed in groups or individually.
For other WorkGroup features, see our dedicated server solutions for organizations of 125 or more and Enterprise solutions for geographically dispersed organizations or built from semi-autonomous departments.