Support Center

The Support Center screen is used by the BDSMktg Support Center(s) to record tickets of troubleshooting sessions with Break Fix reps and Order Parts.

Support Center Screen

The Support Center screen has Ticket History of a store on the left side and New Ticket creation on the right side of the screen.

The Search at the top is used to select the Parts Ordering Program and search for a store in the program. Selecting a store displays the ticket history for that store on the left and allows the Agent to create a new ticket for the store on the right.

Ticket History

The Ticket History lists the store information at the top. Next is the Outstanding issues which are those that have not been resolved. They are listed at the top so the agents can access them quickly if another field rep calls in a new order for the same store.

Below the outstanding orders is the list of tickets and issues associated with this store location.

A Ticket is entered for every Break Fix call to record the issues.
Between every set of green horizontal lines is a Ticket.
The ticket information is listed with the callers name and any details of the issue.
Below the ticket information is one or more Orders.
An issue may not have a part order associated with it.
Parts discussed during a troubleshooting session can be added but not shipped just to mark that they were discussed.
Below the Ticket details is the Order information starting with the Order number.
Every part ordered is a single order with its own order number. If a Ticket has multiple part orders they will be listed below the ticket details.

Edit Part Order

Clicking the edit (pencil) icon, on the bottom right of an order, opens a menu to select Edit Part Order. The Edit Part Order screen opens in the right window.

The Order Status is available to change. Clicking save changes the order status.

Copy Issue

Clicking the edit (pencil) icon opens a menu to select Copy Issue. Clicking copy issue copies the issue text from the order to the new order screen on the right. This saves time if there is an issue in history that is the same as a new order.

New Ticket

A New Ticket is created for every call to the Support Center to record what was discussed during a troubleshooting session.

Ticket Fields

Origin of Ticket - This is the person type of the caller. BDS Rep, Store Associate, etc.
Caller - Name of the person calling for troubleshooting help
Category - Category the part for troubleshooting falls into
Details - Details regarding the troubleshooting call

Issue(s) - Clicking the (Plus icon) adds an issue text box, a part search field and comment box for each click. Clicking the X removes all three fields.

Issue - Enter text of the issue reported by the caller.
Order Type - Select the type of order the caller needs recorded
1. Part Ordered - issue needs a part ordered to fix problem
2. Troubleshooting Only - issue solved with troubleshooting only, no part needed
3. Request Vendor Visit - store or client called to have a rep perform a visit to find issue
4. Rep Issue - call to report issues with a break fix field rep
5. Information Request - call from rep to get project information
Reason - There are two reasons to order a part. The part is broken or missing.
Display - Start typing the name of the display to search for it. Only display associated with the Program are searchable. If no displays are loaded this field is not required.
Part - Start typing the name of a part to search for it. Only parts in the part list associated with Partners of the Program chosen are searchable.
Order Part - Clicking the Order Part? checkbox now makes this a part order for the part chosen. It also enables several other fields to fill in about the part shipment.

Is Rep Needed? - For most Parts Ordering Programs we assume that a rep will need to visit the store to place the part, so this field is defaulted to Yes. In case a rep does not need to visit the store because a store associate ordered the part and will place it No is chosen.
Shipping - the shipping section allows Support Agents to select special shipping requirements. These are not guaranteed, because it can vary by Fulfillment Partner, but can be added to the Order record.

Expedite this order
Signature required
Delivery Date

Saving the Ticket moves the Part Orders associated into the Account Team Order Management Queue.

Upload Orders

Clicking on the upload tab opens the part order upload. This process is available to upload part orders which are provided in a file.

Upload Instructions

All of the upload steps are available by clicking the instructions panel at the top.

Select a program to upload and the list of IDs link will show.
Download template and fill up the following:
1. StoreID = required
2. OriginOfTicketID = required
3. Caller = required if OriginOfTicketID is 1.
4. PartnerID = required if OriginOfTicketID is 4.
5. PartnerTicketID = required if OriginOfTicketID is 4.
6. CategoryID = required
7. Details = optional
8. Issue = required
9. IssueTypeID = required
10. PartID = required if IssueTypeID is 1
11. PartsDisplayID = required if IssueTypeID is 1 or 3 and displays are loaded for program
12. ReasonID = Required if IssueTypeID is 1 (Missing = 1 and Broken = 2)
13. Part Comment = optional
14. Expedited = optional
15. Signature Required = optional
16. ShipToStore = optional
17. UnschedAppt = optional
Click Show list of IDs next to the Program dropdown. It shows the list of ProgramIDs, Origin of TicketIDs and CategoryIDs. Use these IDs to fill up the template. Make sure you pick the ID from the list.