What Is a Job Order System?

The work order system is a specialized term that refers to the recording, processing, and tracking of the completion of a job.

Work order system

Ticket system Ticket system also known as ticket management system (also known as problem ticket system, transaction ticket system, transaction tracking system issue tracking system, support ticket system), it is a kind of network software The system, according to the needs of different organizations, departments and external customers, manages, maintains and tracks a series of issues and requests. A fully functional work order system can also be called

The structure of a common work order system is very simple. A database stores all data, which is processed and managed by the logic layer of the application.

This layer processes some rough stored data and then translates into more meaningful content. Then the application layer can display the readable and meaningful content to the customer support staff through the work order system for processing and management operations. This process is usually carried out through B / S framework web pages or other device applications.

The end users of the work order system (the aforementioned customers, etc.) can create new issue support requests, add updates to the support request issues, reply to the content, view the progress of the issue processing and collaborate to resolve the issue. The work order system records all operations that occur during this process and archives them.

The management system of the work order system can automatically or manually assign request tasks for work order request processing. When a work order is assigned to a customer service staff, it will be responsible for handling the problem until the problem is resolved.

In terms of security, an end user needs to perform authentication (such as a password) before he can perform operations such as viewing, creating, replying, and searching.

The support requests processed by the work order system can be divided into many types. At the same time, the priority is used to distinguish support requests of different degrees and importance according to different situations of the transaction. Priorities can be divided into urgent, high, medium and low. Transaction types can be broadly divided into problems, transactions, failures, and tasks.

Different transaction types can contain their own private attributes. For example, a fault can include multiple transactions (multiple transactions may be caused by a fault, or a fault causes multiple transactions), and a task will have an expiration time (a task Need to be processed before the expiration time). At the same time, you can increase the classification according to the needs of different enterprise organizations to subdivide the types of work orders, so as to allocate the appropriate tasks to the appropriate managers in a targeted manner.

As a work order system serving enterprises and organizations, a complete set of business process systems are required within the system to meet the task allocation, transaction processing, and process automation of enterprises and organizations in use and operation.

Here is an example to clarify what the system should include and the specific operation of a work order system process:

1 A customer support staff member receives a phone call, or a transaction submission request (may be submitted on a web page or sent an email), and the content is about a specific issue. Some work order systems provide automatic responses and reminders.

2 A service clerk confirms the authenticity of the problem and collects all information about the customer via the work order system or phone. And get some necessary information for that user.

3 The service employee creates the problem in the work order system, or the customer submits the work order that is automatically created in the system, and enters all relevant information about the problem.

4 During the process, the work order will go through several states until the problem has been resolved, and the content of the work order will be updated accordingly as the problem progresses. A corresponding reminder will be sent to the requesting customer.

5 When a work order is resolved, the work order will be marked as resolved in the system and used as an archive of the customer's user transactions for subsequent tracking and review.

From the above simple process, we can see that an excellent work order system needs to have a complete business process system and a custom engine to facilitate efficient daily operations by end users and managers.

A work order system needs a set

An excellent work order system needs to have custom business rules to meet the business processes of various industries, while simplifying work processes and improving

The work order system should be a system that allows multiple customer service employees to work together to process customer support request work orders. Therefore, whether to efficiently process and manage the work order becomes the key to judge the quality of a work order system.

In the work order system, people with different roles need to be classified. Groups and departments (organizations) are usually used to classify and distinguish in order to automatically assign tasks through the business process system.

For example, all customer service staff who deal with technology can be assigned to a customer service group called a technical group, and then the support requests originating from technology can be processed by the people in the group through the business process system function.

It is also possible to have full-time personnel dedicated to the request transaction processing, tracking and resolution of a department or an organization.

Collaborative operations are not limited to the allocation of transactions, but also in the scheduling and forwarding of transactions. For example, a customer service staff may have insufficient capabilities in processing, requiring more experienced management staff to

A comprehensive work order system should be a combination of a variety of auxiliary functions, thereby becoming a complete, powerful and centralized function application. The following list lists some of the functions that an excellent work order system can extend.

The online chat function is based on the work order system transaction, and the conversation content is archived as the work order content

Document knowledge base, the product or tool formed by the summary of the questions submitted by the customer uses the document library, which is convenient for customers to consult before submitting the problem to solve the problem on their own.

The Q & A discussion community allows corporate customers to communicate on their own in the discussion community, and the company's customer service staff sets the answers to questions to enhance customer stickiness.

API extension function A powerful system should have API interface

Statistical reportStatistics of work order processing and operation conditions in the work order system for easy improvement and analysis

Expansion of support channels Multiple customer support channels make it easy for customers to submit work order issues and support requests

Application integration and application scenario integration with other enterprise service applications.

For enterprises with customers: urgently need to improve the quality of customer support services, customer service clarity and quality, reduce operating costs, and reduce the workload of customer service staff

Typical industries: IT Internet, IDC service providers, e-commerce, group buying, online education, entertainment media, outsourcing companies, warehouse logistics, property, public utilities, etc.