Tagging: What’s in a name?

Hello. I’m Ash. And today I’d like to talk to you about the really cool things we do with tags in Gaspar.


What’s a tag?

Like a lot of ticketing platforms out there, we have support for general tags in our platform. And they work a lot like hashtags do in a platform like Instagram or Twitter. When you open a ticket, of any kind, you get the option to add some manual tags, and then the system adds its own tags as well.


So imagine you have a broken laptop, you might open a ticket like so:

Broken laptop

The 's' key on my laptop doesn't work. Can I get the keyboard
fixed? I've got a huge demo coming up, and this is really a
problem! 

#laptop #keyboard #🔥

(Yes, we allow emoji tags.)


Now, this doesn’t really seem like all that big of a deal at first glance? So what? Well, based off of these tags, we could actually do a lot of things.


Priority, a.k.a. SLA

When a person opens a ticket, they are usually frustrated, and unhappy. Our job as an ticketing platform is to help you, help them, to get them back to happy in a timely way. And one way we do that is by having SLAs. Certain ticket types should, in an ideal world, get assigned within a given period, and then resolved within some other given period.


But how do we define that period?


Tags!


See the little #🔥? That could be a tag that has an SLA associated with it. Maybe that triggers a time-to-assign goal of 30 minutes, and a time-to-resolve goal of 1 day. Any tag can have any goal time associated. If multiple tags have goal times, then the most restrictive applies!


Out of the box, we supply #low, #medium, #high, and #ubn (Unbreak Now!) priority tags. (Of which only one at a time can be on a ticket. More about this later.)


But we can assign goal times to any tag. So maybe #onboarding for new employee hires has a time-to-resolve goal of 2 days? Maybe #carrental has a time-to-resolve goal of 3 days? And that little #🔥 has the above-mentioned goal of 1 day resolution.


(You could make #🔥 a Priority tag, or just a random extra tag that your agents add to hot items.) If you think of all the different types of tickets you get, both incidents, and service catalog requests, you can assign a meaningful tag to all of them that indicates their SLA.


Who should a ticket be assigned to?


In old-school ticketing platforms, you would define a lot of different teams, with a lot of different queues. And people needing help would spend a lot of time trying to figure out what’s the name of the team that fixes laptops ever since the last reorg. Is it called Desktop Services? Or did they rename themselves to Endpoint Management? Wait, no it’s something else… Dang it, why can’t I remember? Yeah, that’s no fun.


Instead, what we do, is use the tags to guide the ticket to the right person who should be handling it. Any agent can subscribe to a tag, and they become the person who is responsible for tickets with that tag. This simply means that whomever is handling laptop repairs, can subscribe to #laptop and then any ticket with that tag will be routed automatically. No one needs to know the name of the team to get the ticket to the right person.


Need to get onto an email list? Add the tag #mailing list.


Need to apply for the company charge card? Open a ticket with #companycard. Need to order some business cards? Open a ticket to #business cards or #printing.


Under the hood, Gaspar will check unassigned tickets for whomever seems the most qualified, and has the fewest current tickets assigned, and assign it to them automatically.


What about automation?


Again, we handle this with tags. When a matching set of tags is on a ticket, that one of our AI modules knows how to handle, we actually assign the ticket to Gaspar itself, instead of an agent, and we process the request automatically. Let’s say a user needs their Active Directory password reset. If they make a ticket with the tags #active directory and #passwordreset, then Gaspar knows what they want, and will assign the ticket to itself. It will change their password to a new high security one, and either send it to them over Slack, if configured, or text it to their company phone, over SMS. (Again, if configured.) Then it will mark the ticket as resolved (via automation). And no human would have ever had to lift a finger. End-to-end automation. No helpdesk to route it. No agent to reset it, or have to close the ticket.


But what if I don’t know what tags to add?


Here we again help you out. There’s AI that reads the ticket as you’re creating it, and makes suggestions about what tags seem like the right ones. If you talk about video conferencing being down, it’ll add #zoom to it. If you talk about your computer having an issue, it’ll suggest #laptop. And over time it learns from what tickets your team uses, and gets better and better at making suggestions.


And best of all, if those suggestions lead to an automated resolution above, you again get end-to-end automation with zero work for your agents.


What’s next?


We’ve got a lot more in store for what we want to do with this rich feature. Until then, we hope this has helped you see just how powerful, and flexible, that little set of tags on your tickets can be for you.


#blogpost

56 views
  • Linkedin
  • Twitter

© 2020 Gaspardesk Inc.