NEW V2.0 You can now activate the same kind of ticket collection tracking that existed in the dedicated onsite screen when using the standard Ticket List screen to reprint tickets. In particular, this will allow you to better track what your onsite team is performing to troubleshoot tickets, typically with mobile tickets.
Overview
In order to track some detailed information about troubleshooting cases onsite and be able to handle future potential complaints from customer, it has been possible for a long time from the Onsite support screen to capture a picture and a comment regarding a ticket collection. That information is then stored against the shipment and visible from the ticket details.
It is now possible to do the same from the Ticket list screen in order to capture the same kind of pictures (using a webcam) and a comment when reprinting tickets from the ticket list. In addition, a new limited-right option has been made available to allow only the reprinting of mobile TIXnGO tickets for support purposes.
How to get started?
The activation of the feature depends on the operator rights for the corresponding sales channel:
| No collection option (as-is) | Collection option for all tickets | Reprint only for mobile tickets with collection - deferred only | Reprint only for mobile tickets with collection - immediate printing | ||
|---|---|---|---|---|---|
| Operator right | Reprint tickets | Yes | Yes | No | No |
| Print tickets for collection | No | Yes | No | Yes | |
| Switch to paper | No | Yes or No | Yes | Yes | |
| Impact | The reprint ticket popup does not include any collection feature. | When selecting a by-hand or hand-to-contact-postponed shipment mode with immediate printing, collection section is shown with new button Reprint and collect. | A button Transfer to paper is shown, and can be used for TIXnGO mobile tickets only. The ticket can only be reprinted deferred (new ticket not printed) to paper without collection information. | A button Transfer to paper is shown, and can be used for TIXnGO mobile tickets only. The collection section is shown and the ticket can be reprinted and collected to a thermal shipment mode. | |
Do not forget to also add rights Collection details for those operators that need to be able to see the collection information from the Ticket details.
