March 2008

NEW SUPPORT TICKETING SYSTEM FOR ENSEMBLE

As of version 59, EnsembleXP.Net includes a support ticketing facility, complete with support history and an alerts system. The system is designed to keep a tighter control on the support we provide, improving communications both internally and externally. Often, more than one employee at a music service is involved in a support query, and this can result in duplicate support requests and crossed wires. Support tickets can be viewed and contributed to by more than one Ensemble user, which defeats this issue.

As the Ensemble user community grows, it’s important that support requests are prioritised correctly so that our queuing system can be managed more efficiently. It’s imperative that we deal with ‘show-stoppers’ before handling requests for additional functionality. Upon raising a support ticket, users must assign a low, medium or high priority according to specified criteria.

When an Ensemble user creates a support ticket, we are alerted to its presence. When we respond, the user is alerted that there has been a change to the ticket.

A ticket can be sent back and forth as many times as are necessary for an issue to be solved.

‘The new Support Ticketing facility on Ensemble is a very positive step forward.’ Says Andy Bright, IT Liaison Officer at Worcestershire Youth Music. ‘It has given our team members the confidence to raise their own support calls, whilst providing me with an overview of current and previous issues. I am able to track the progress of calls and step in where appropriate. As everyone is able to see the history of each call, the team feels well informed. I have had feedback that the new system is very user friendly and calls are answered very quickly.’

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