TWINTEL Solutions

Recently, I have had a few clients come to me with the same business issue and asking TWINTEL for assistance.   The issue you ask?   How can TWINTEL help my organization manage work orders?  Basically, a system is needed to help organize and track all the work being done for their facilities.   This could be for their lights, plumbing, technology, and/or any "fix it's".    Really, the client is asking for somthing similar to what all real MSPs are using to manage their tasks...(Gasp) Yes, a help desk ticket support system.   The first question to ask yourself is what do I need it to do?  Various ticket systems do different things so let's do what I usually reccomend for all of our clients: "Stick to the basics".  Let's review some features that I have found, through my travels as "MOST IMPORTANT" to the client.....

Front-Side Features

• Managers can manage tickets
• Submit ticket without being registered
• View tickets once logged in
• Close tickets with immediate feedback
• Add comment to (i.e. re-open) closed tickets
• Attach files to tickets Custom-fields
• Ability to require fields
• Custom support ticket categories

Admin-Side Features

• Convert Tickets to Content Articles to form a Knowledge Base
• Assign multiple managers to each category
• Attach files to tickets Change ticket status at any time
• Change ticket category at any time
• Summary statistics of tickets
• Mark tickets for follow-up Create custom fields & categories
• Create tickets on behalf of users
• Delete Tickets
•  Filter tickets according to status
• Canned-text available
• Add time and material costs to tickets

Emails

• Respond to a ticket via email
• Emailed response added to ticket thread
• Emails sent to category managers for new tickets and comments
• Emails include ticket comments

Of course, I just took these requirements off the top of my head!  No, only kidding.  This feature list is actually from one of my favorite support ticket products called Billets. 

There are quite a few online support ticket systems, but what's important is that they are affordable and integrate with the web based system you currently have online. 

Imagine a webform online, that employees could visit and submit their issue with a title, description, priority, and more! Remember all of this information would be easily managed in the backend by a manager.

After everything is setup for you, TWINTEL will make sure to host and support your product so you are always updated, secure, and "in the know!".

Do you need a support ticket system to track all those facility workorders for your business or non profit?  Well, let TWINTEL Solutions show you some great options which will work for you without breaking your banks.

To your success,

William Scogin
Chief Information Officer
TWINTEL Solutions, Inc
(714) 705 - 4641
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