Please Advise on How to User ostickets for orders.

Lonnie

I'm trying to wrap my mind around using osTicket as a tool for collaborating on orders.

I have scenario where there is a sales department and a warehouse department.

When a sales person makes a sell, they need to create a ticket for the warehouse department to process the order.

As the order is being processed, the warehouse staff will be constantly updating the ticket, and the sales person needs to see all the tickets he has submitted to the warehouse department at any given time. And, he needs to be notified when a warehouse person posts to the ticket.

Typically, (from my understanding) osTicket is intended to be used for tickets initiated by a customer request for collaborating with the customer, right? For example, if you create a ticket, using the ticket form, you put the customer's name and email address in the user section. Yet in this scenario, we don't want to communicate with the customer at all. The sales person is like a customer in some respects (in this scenario).

In this case, would I instead put the sales person's contact info there (even though they are also a registered users of OS ticket)?

When the sales person logs in and needs to see all tickets/orders that the warehouse is working on for him, would he login as a customer instead of with his user account?

Or should I not put the sale person as customer at the top of the ticket form, and simply assigned the ticket to the sale person, even though it is the warehouse staff will be constantly updating the ticket? In this case the sale person could login with his osticket account and see all ticket that are assigned to him, even though the warehouse staff will be the ones needing due date notifications.

Would someone with experience please advise me on the best way to fill out the ticket form in this type of scenario?

ntozier

A couple questions...

How many sales people are you talking about?

Do you envision the customers being able to log into your ticket system to see their order status, etc?

Typically, (from my understanding) osTicket is intended to be used for tickets initiated by a customer request for collaborating with the customer, right?

You are correct.

In this case, would I instead put the sales person's contact info there (even though they are also a registered users of OS ticket)?

You could do that. (but then the ticket would "belong" to the sales person)

Alternatively you could still use the customers information... "INTERNAL NOTES" cannot be seen or responded to by customers (clients) you could utilize those for internal communications.

When the sales person logs in and needs to see all tickets/orders that the warehouse is working on for him, would he login as a customer instead of with his user account?

If the sales person logs in as a customer then he would only be able to see tickets that "originated" from that customer's email address.

I personally would probably use customer (client) information for opening tickets. Then use internal notes, I would also probably alter the code base to do the following:

* make POST INTERNAL NOTES tab the default tab when looking at a ticket.

* disable the ability for customers/clients to open tickets at all.

* change the osTicket email templates i.e. "NEW TICKET ALERTS" not give the link for customers to look at their ticket.

* add an additional fields to tickets to hold "TRACKING #" and "shipping service".

* Change POST REPLY tab default to close on Reply.

* create a canned response I would use for closing tickets that states that the item has shipped (which would include the shipping servive and tracking number).

Would someone with experience please advise me on the best way to fill out the ticket form in this type of scenario?

I believe that I just did. :)

vee8

Here’s what we do (industrial electrical distribution specialising in the Oil & Gas, Naval and Automotive sectors):

Sales enquiries/quotation requests come through a ‘sales’ department set up with e-mail fetching. The ticket is assigned to a member of the sales team who responds with the quotation and closes the ticket. We include costs and our manufacturer’s/supplier’s quotation or documentation as an internal note.

The client is invited to accept the quotation by responding to the ticket. When this happens, the ticket is reopened and the last assigned member sees it in their assigned tickets queue.

This member of staff transfers the ticket to our ‘orders’ department (this is also set up with e-mail fetching as we receive direct orders with customers who have a frame agreement with us and therefore know the prices beforehand).

This ticket is assigned a new staff member from the orders department who processes the order generating a shipping note. The shipping note is attached to the ticket and the ticket is transferred to our warehouse/logistics department who print out the shipping note, send the order and reply to the customer once the order is shipped closing the ticket.

We are also looking at bringing our billing department into the loop to complete the cycle.

So basically on one ticket we have the customer’s RFQ, our quotation, our cost information, the customer’s purchase order/acceptance, shipping note, logistics comment once shipped (with tracking information), and soon, we will have billing info too.

The customer sees their RFQ, our quote, the shipping note, tracking information and soon, billing information.

Our turnover last year was 6.4 million euros all via the osTicket system. Hope this helps.

newpopnow

Here’s what we do (industrial electrical distribution specialising in the Oil & Gas, Naval and Automotive sectors):
Sales enquiries/quotation requests come through a ‘sales’ department set up with e-mail fetching. The ticket is assigned to a member of the sales team who responds with the quotation and closes the ticket. We include costs and our manufacturer’s/supplier’s quotation or documentation as an internal note.
The client is invited to accept the quotation by responding to the ticket. When this happens, the ticket is reopened and the last assigned member sees it in their assigned tickets queue.
This member of staff transfers the ticket to our ‘orders’ department (this is also set up with e-mail fetching as we receive direct orders with customers who have a frame agreement with us and therefore know the prices beforehand).
This ticket is assigned a new staff member from the orders department who processes the order generating a shipping note. The shipping note is attached to the ticket and the ticket is transferred to our warehouse/logistics department who print out the shipping note, send the order and reply to the customer once the order is shipped closing the ticket.
We are also looking at bringing our billing department into the loop to complete the cycle.
So basically on one ticket we have the customer’s RFQ, our quotation, our cost information, the customer’s purchase order/acceptance, shipping note, logistics comment once shipped (with tracking information), and soon, we will have billing info too.
The customer sees their RFQ, our quote, the shipping note, tracking information and soon, billing information.
Our turnover last year was 6.4 million euros all via the osTicket system. Hope this helps.

@[deleted] this is good example. but I have question: how do you manage the traditional paper, customers confirm quotation through email only?

KevinTheJedi

Hannyta76

This thread is 11 years old…please don’t revive dead threads.

Cheers.