Customer Support

This covers everything under Customer Support on the left side of Utilops. A ticket is simply a written record of a customer problem: a no water call, a high bill question, a broken lid. You open one, you work it, you close it. Nothing falls through the cracks, and anyone in the office can pick it up.

Take the lessons in order the first time. After that, come back to any one when you need a refresher. Inside Utilops, the Show me how button at the top of every page replays the walkthrough for that page.

The lessons

1. Open a ticket for a customer
2. Find a ticket
3. Work a ticket from start to close
4. Set a follow up reminder
5. Write an answer once in the Knowledge Base
6. Save a reply you send often
7. Set how fast tickets must be answered
8. Undo a mistake

Then check what you learned. Seven questions, about five minutes.

Each page has a blue Show me button. It opens your Utilops and points at each thing to click. You do the step for real, then press Next. One button walks one path.

If something looks different

A ticket is not a work order. A ticket is the customer side: what they told you and what you told them back. A work order is the field side: go dig, go read, go fix. One ticket can send out a work order, and you can open one from the ticket.

Messages are unlimited. Every reply you send from a ticket, by text or by email, is part of your Utilops subscription. There is no charge per message and no limit.