HotH QuickCalls are ticket templates which are useful for logging frequent or repeat ticket types. It is possible to create QuickCall templates with pre-populated data, or specific fields for accurate data capture. You can use QuickCalls to build up a portfolio of common tickets, providing a swift ticket logging method.
Click the links to the topics outlined below to learn more information:
In conjunction with HouseForms, it is possible to associate Forms with QuickCalls for logging specialist issues such as a ‘New Starter’ or ‘Equipment Request’. Refer to the Forms Guide for further information on creating Forms.
Creating QuickCall Templates
Process Specific QuickCalls
Unique QuickCalls (also called Service Requests) can be created for multiple service desk processes. Supervisor logins can create new QuickCall templates for each service desk process by first of all selecting the process from the drop-down in the toolbar, for example, the Tickets folder:Then from within the Tickets folder, expanding the Summary Options drop-down, and selecting QuickCalls:
By selecting QuickCalls, Supervisors will either be presented with an empty queue, or a list of existing QuickCalls for that folder. To create a new QuickCall, select the “Add New QuickCall ” button.
A ticket screen will then appear, from which to build the QuickCall template. If any fields are already populated on the template when the Add New QuickCall button is clicked, this means that these are New Ticket Defaults set on the folder itself. These New Ticket Defaults can be managed via Settings > Processes/Folders:Supervisors can begin to build the QuickCall by completing fields that are standard when this type of Ticket is logged. For example, if an Equipment Request is always assigned to the Request Team with a ‘Minor’ SLA, then this can be set on the QuickCall so that when an Equipment Request is logged, the ticket automatically retains this detail. By entering the name of the QuickCall into the Ticket Summary field, then this is how the QuickCall will display within the QuickCall drop-down for Customers. Click OK to save:
Associate Forms with QuickCalls
If a specific Form has been created in the Forms Designer, then this too can be associated with the QuickCall, and will appear in the Form drop-down:
Make QuickCalls visible to WebGuests
If the Internal tick-box is selected, then the QuickCall will be hidden from WebGuests. If it is left deselected, then the QuickCall will appear in the QuickCall drop-down for WebGuests:
Add Child Tasks to QuickCalls
There is also the ability to add Tasks/Activities to QuickCalls to be auto generated when a ticket is logged using a QuickCall template. This can be done at the bottom of the screen when creating the QuickCall, using the New Task button. Once saved, the logging of this type of ticket using this template will auto-generate these Tasks:
Logging QuickCalls – Service Desk Agents
Once QuickCalls have been created, Service Desk Agents and Customers (provided the QuickCalls are external) will then be able to log tickets quickly using the templates.
For Agents, QuickCalls can be accessed and logged in a variety of ways.
From the Home Screen Dashboard
By adding the “System:QuickCalls” widget to a dashboard, Agents can select the QuickCall from the drop-down on the home dashboard. Agents will only be able to log QuickCalls that are associated with folders they have access to:
From Within the Folder
When the Service Desk Agent is logging a ticket within a specific Folder, the QuickCalls drop-down at the top of the Summary screen will display only QuickCalls that are associated with that Folder:
From Within a Ticket
If when logging a standard ticket, the Service Desk Agent realizes that a QuickCall template is required, the icon next to the Subject field can be clicked:And this will then generate a drop-down of the available QuickCalls in that particular Folder:
Logging QuickCalls WebGuests
External QuickCalls can be displayed to WebGuests via the self-service portal. This is a useful way of offering multiple ticket types with unique forms in a list, so that Customers simply need to pick the relevant ticket type in order to generate the correct ticket logging form: