AnnouncementMTX: Tickets
Introducing In-house Updates
PURPOSE
In-house Updates are used to flag in MTX that a new or existing Internal Note should be read by the next person working on or dispatching the ticket.
In-house Updates are used to flag in MTX that a new or existing Internal Note should be read by the next person working on or dispatching the ticket.
Think "Customer Updated" notification but for 2-way internal communication between Dispatch and Techs.
Once marked as "In-house Update"
The In-house Update icon will appear next the to Ticket in the Tickets tab listing.
The Internal Note will be the first note listed when viewing the ticket notes and include the header "In-house Update".
If the MTX user has an open resource for the ticket or the Internal Note contains their "@username" in the text:
The ticket will be highlighted in purple in their Tickets tab listing.
The user will receive a pop-up "In-house Update" notification.
The "In-house Update" should then be cleared by the user by clicking its "Mark as Read" button.
When/Where in MTX can an Internal Note be marked as an "In-house Update"
Adding an Internal Note from the Ticket Summary View
Clicking on an existing Internal Note's Edit icon
Sending a Schedule Notification with a Custom Note
Under Wrap-up Schedule Options