CloudRadial Blog

The latest news for all things CloudRadial

    Improve Your Portal’s Ticketing Adoption with CloudRadial’s Status Workflows

    Posted by Ricky Cecchini on Aug 24, 2021 5:30:09 PM

     

    Convincing users to log tickets through a portal can be an uphill battle.

    Why would a user want to submit a ticket through a portal when they could just email or call? With a portal, they must perform three steps that they would otherwise get to skip. They are:

    • Logging into a portal
    • Navigating to the ticket submission area
    • Filling out the details of the ticket and submitting it over

    As the managed service provider (MSP), there’s plenty of reason that you would want them to do so. The reasons range from better quality responses to more granular routing.

    But for the average user, it generally doesn’t seem worth it.

    We’ve got the way to turn that around to ensure that your ticketing adoption sees a significant increase (while making both sides happy).

    Give People Some Power

    It’s a known fact – people like it when they can control things for themselves.

    That’s the reason many people keep coming back to emails and phone calls to log tickets. With both methods, the users can submit tickets lightning-fast and control the flow of information.

    To get people to ditch those methods, you need to focus on ensuring that people have more power in the portal than any other method. You can give them the ability to easily:

    • Close a ticket
    • Cancel a ticket
    • Re-open a ticket
    • Escalate a ticket’s priority
    • Send a ticket on for approval, or deny it from moving forward
    • And more

    In the true sense of the word, the more options you allow users to take on their tickets, the more you empower them. Once you can do that, you can easily show them that sending an email and calling in is akin to giving up all their power for the benefit of sending in a ticket a few seconds faster.

    In short, they lose all control over that ticket the moment they log it that way.

    And that’s where most people start to turn their bad habits around.

    Setting Up Your Status Workflows

    Let’s not get too ahead of ourselves – before you can reap the benefits, you must sow the seeds.

    CloudRadial’s status workflow feature allows you to fine-tune the right user audience for the right action for the tickets that users can view in the portal.

    That means you can automatically make it so that Admin-level users can approve certain tickets while regular users cannot. Or you can make it so internal IT contacts can escalate a ticket to you while no other users can. You can even make it so that they can raise the priority of any ticket if they need.

    There’s no limit to how you can set up your status workflows, so feel free to get creative.

    The workflows rely on your existing statuses within your PSA tool to trigger these status workflows within the portal. As the users log tickets, they’ll automatically be presented with all the actions they can take on the ticket.

     

    status-worksflow

     

    Take the time to show users what they can do in the portal and how they can affect change from their tickets. These are the features that will keep them coming back – and away from their old ways of emailing and calling in.

    Learn the technical details to set up status workflows here

    Testing Your Client Experience

    Lastly, be sure to test out your workflows to ensure everything is working as intended.

    The goal is to provide the most polished, easy-to-use, and rewarding ticketing experience possible for the end-user. If you can make your tickets empower users and solve their issues faster, you’ve got a killer reason to get into the portal and submit tickets that way.

    Of course, you don’t have to go at it alone – you can always ask for some help from the experts at CloudRadial. Feel free to schedule a call to see how it works or email support@cloudradial.com directly to have them help you get these workflows set up.

    Topics: ticketing, digital-strategy, product-spotlight