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Identifying Training Opportunity Tickets

Modified on: Mon, Oct 28 2024 12:12 PM
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Freshservice Information


Overview


  • In an effort to decrease the number of ticket submissions for issues where users either:
    • Exhibit they have not been trained sufficiently
    • Repetitively submit tickets for the same procedural problem

  • The Apps-Service Desk team will begin adding a tag to relevant incidents in FreshService. 
    • The Applications Specialist (Stephanie Jakus) will be running monthly reports to record these items and follow up for further training.


  • The new tag: Training Opportunity


  • The new tag will be added to any applicable ticket for the following applications (at this time):
    • BIM 360 (including BIM 360 Docs, BIM 360 Field, BIM 360 Glue, and BIM 360 mobile apps)
    • CMiC / CMiC Mobile Field
    • ExakTime Connect / ExakTime Mobile
    • Labor Quantity App
    • Power BI / Power BI Mobile
    • Workday
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