How are you handling information needed by clients for specific categories in K1000
So we have a set of specific questions that need answered when a user picks a particular category and sub-category. We have made the choice at this time since the K1000 can't do this we are not going to build it in ourselves. If a client puts in a ticket themselves instead of calling the Help Desk how do you handle getting the information needed to assign a ticket to a technician?
Currently the Help Desk has to call the client back which upsets them that they put in a ticket and then they need to still get a call back or it takes a couple days to even make contact with the client.
I was thinking of creating rules that when a specific category was picked the client would get an email instructing them to provide the information - taking the risk that they ignore the email or they picked the wrong category.
I would like to get feedback on how others are handling this within the K1000?