When is an Incident a Quick Incident? A PhaseWare Tracker Tip

First, the definition of "incident" as used with PhaseWare Tracker: an incident is the reason the customer contacted you. Other names for it are Trouble Ticket, Problem Ticket, Complaint. In Tracker, an Incident record will have all of the information about the customer, the source, the product, billing status, a description of the problem, the assigned agent, and quite a few other details. So....when the customer calls, an Incident is created.

And what is a Quick Incident, you ask? A Quick Incident is " a repetitive incident that is typically entered very quickly by the support staff and resolved on the first contact." (PhaseWare Tracker User Guide). A Quick Incident can be created:

1. From the Main Menu. Select Data Entry options then Quick Incident. You would do this if you recognized at the beginning of the contact that it would be resolved on the spot.

2. From the Incident Screen if an Incident has already been created but still has a status of NEW, meaning it has not been saved or posted and is not yet visible in the Incident Manager. Once it is saved. an Incident can no longer be converted to a Quick Incident.

Quick Incidents are set up as templates by the system administrator. The templates contain prerecorded information to save you unnecessary keyboarding and giving the incident standardized content and format. The templates can be restricted to specific groups which will become evident when viewing the quick incident template list for your group.

For information about Tracker or other PhaseWare products visit www.phaseware.com.