Process Document

<Event Category and Type Fields in Ticket Properties>





Rally OurBus





April 06, 2023







Table of Contents

Introduction…………………………………………………………………………………………………………………………………    3

Objective...........................................................................................................................................    3

Change in the Existing Flow.................................................................................................................3

Support Portal - FreshDesk…………………………………………………………………………………………………………….3

Flow to use Execute Scenarios..............................................................................................................4













Introduction


We are upgrading the dispositions for our Events (Rally) business. As part of this upgrade, we are implementing a change in FreshDesk to make the Event Category and Type fields mandatory for all RallyBus FreshDesk users.


Objective

The objective of this change is to ensure that all RallyBus FreshDesk users use the Event Category and Type fields in ticket properties. This will allow for better categorization and tagging of tickets, resulting in more efficient issue tracking and management.


Change in the Existing Flow


Currently, only the Customer Experience team extensively uses the Event Category and Type fields. After the update, these fields will be mandatory for all RallyBus FreshDesk users.


We recommend that all Non-CX RallyBus FreshDesk users review and familiarize themselves with the updated scenario automation settings and the new requirements for filling out the Event Category and Type fields when creating a ticket


Support Portal - FreshDesk


The changes will be implemented in FreshDesk, and the scenario automation settings for Advisors will be created.


We have created a new scenario automation setting to use the Event Category and Type fields in order to increase efficiency and reduce manual work for Non-Customer Experience Advisors.


The scenario Name is “Non-CX Event Category and Type Update”. Link to the automation on FD



Flow to use Execute Scenarios - FreshDesk


  1. Go to the ticket’s detailed view, click on the three-dotted vertical lines button, and choose “Execute Scenarios” from the drop-down menu. The scenarios automation created under Admin Settings will be displayed here

  1. In the window that pops up, hover over and click the Execute button next to the “Non-CX Event Category and Type Update”.

  2. This will auto-update the fields as “Other”, once scenario executed





Sponsor Acceptance 


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