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BDR: Tickets Maintenance

Maintaining and updating BDR tickets and asset movements are essential. The data from these tickets is used directly for our month-end contractual reports

Contents

  1. New tickets
  2. Maintaining Existing Tickets
    1. Section: About This Ticket
    2. Section: BDR/TAMS
    3. Section: Logistics
    4. Section: Contacts
    5. Section: Companies
    6. Section: Assets
    7. Section: Tickets
    8. Section: Conversations
    9. Section: Activities

New Tickets 

  1. Incoming Emails
    • Tickets are automatically created, simply click the email subject line to open the ticket.
  2. Incoming calls
    • Go into Calls in HubSpot and create a ticket for that call. This will ensure the call is immediately linked to the ticket.

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TIP

If you don't see these properties, customise your view to add them.

 

Maintaining Existing Tickets

NOTE

Upon creating a ticket, fill in the properties as outlined below.

 

PIPELINE: Select BDR, then select the ticket status.

 

TICKET STATUS'
Status Description
New Ticket has come in but is yet to be looked at.
Open Ticket needs to be actioned. E.g., the Contact has responded.
Pending Awaiting response from the end user. Commonly used when an email is sent; once a response is received, the status will automatically update to Open.
On Hold

You're unable to proceed further. Select the appropriate On Hold status.

  • Critical information from Customer - further information is required before you can proceed with a resolution. E.g., unit ID, particularly where a venue has more than one information.
  • Logistics - parts are in transit. Incoming or outgoing. Set a task to track item/s.
  • Escalated to management - you require expertise advice.
  • Workshop - A replacement device is being prepared, or a returned device is under assessment and/or repairs. Select this status once a device has been delivered to the office.
  • Simultaneously, set the device's status ('Pipeline Stage') to In Workshop. See here.
  • Other - E.g., the venue is closed for a week.
Closed The issue has been resolved and confirmed with the contact. No further action required.

TIP

Verify the ticket status each time you make an update.

SECTION: About this ticket
Description

When a ticket is generated from an email, its content will be automatically included. If you are creating a ticket from an incoming call, be sure to provide the following information in the description to ensure a complete summary:

  • Caller Details: E.g., Sam Sample, 0420111222, sample@example.com.au
  • Venue: E.g., Roebuck Bay
  • iPad SN: E.g., A1B2C3D4
  • Issue: E.g., ID keeps coming up as Unrecognised ID.
  • Troubleshooting steps taken: E.g., Confirmed it was an approved ID type. ID is in good condition. Tried to rescan. Used the edit option to manual enter the ID details.
  • What is the caller expecting? E.g., a replacement scanner and a call back tomorrow with an update.
Ticket Owner If you took the call, assign the ticket to yourself. Otherwise, assign it to the most appropriate person.
Priority
  • Low: Minor issues that do not impact functionality, such as general inquiries or network-related problems, or issues due to operator error.
  • Medium: Issues that require a replacement device but where the venue still has a second, working device available.
  • High: The venue is entirely without a working device, impacting its ability to function.
BDR Region

Refer to the region on the venue's Company.

TIP hover over the associated company, click 'Preview'
BDR User Type

The person who called, emailed or that you are having to liaise with as per Client request.

  • Client: requests pertaining to data, an investigation, tickets etc.
  • Liquor Venue (Licensee): an existing BDR venue requiring assistance. Or if the Client has called on behalf of the venue to assist with an issue.
  • General Public: banned person or BDR inquiry.
SECTION: BDR/TAMS
BDR - Education Where a Licensee was unsure how to do something and required training ('education') on the system.
BDR - Issue Where the device requires a replacement. Often selected in conjunction with BDR - Troubleshooting.
BDR - Sales Support Where the requests are initiated by the Client. Select as appropriate.
BDR - Troubleshooting The issue reported by the caller which was either resolved remotely or required a replacement in which case select a BDR - Issue.

NOTE

If you don't see the above section, ensure you have selected the correct Pipeline; otherwise, add it to your View.

SECTION: Logistics

  1. Select the logistics service:
    1. Startrack
    2. Courier (local courier, such as Fasta)
    3. Scantek Hand Delivery
  2. Where Startrack is selected, provide the tracking number(s).

SECTION: Contacts

Associate the appropriate contacts for this venue. Select an existing contact, or update or add as needed.

SECTION: Companies

Associate the venue to the ticket. Click +Add and search for the company name. E.g., Roebuck Bay Hotel

SECTION: Assets

Associate the relevant assets.
    1. Click +Add
    2. Search for the serial number (s) provided by the caller.
    3. Click Next.
    4. Click +Add association label
    5. Select an appropriate label.
Is the asset already associated to the ticket but missing the label? If so,
    1. Hover over the asset
    2. Select More > Edit Associate Label
    3. Select appropriate label and click 'Update'.

 

Asset Association Labels

New Unit

Use this where a venue is getting an additional iPad, increasing the total number of devices onsite; or if it's a new venue.

Only the Client can approve additional units.

Ticket Record

The scanner required troubleshooting but did not need to be replaced. E.g., iPad SCTK_BDR_A1B2C3D4 was not connected to the Wi-Fi.

Unit for Return

The venue's faulty unit. In reference to the CRM, this is the Servicing unit.

Replacement Unit

Replacement for the faulty scanner. In reference to the CRM, this is the Support/Loan unit.

Venues Unit

Same as Ticket Record. (above), the device did not need replacing.

 

Update the Asset Pipeline Stage.

    1. Click the Assets drop-down.
    2. Hover over the asset
    3. Select Preview
    4. Click Asset pipeline stage dropdown
    5. Select appropriate label


Asset Pipeline Stage
STATUS DESCRIPTION
Reserved Spare iPad within the BDR fleet.
In Stock The BDR iPad is unusable (faulty or damaged) but still part of the BDR fleet.
In Transit The device is on its way to, or being returned from, a venue.
In Use The iPad has been confirmed to be onsite (delivered).
In Workshop The iPad is being assessed for damage or being setup to go out.
Missing

The iPad has gone missing whilst onsite or in transit. Only applicable to iPads within the BDR fleet.

👉Notify the Client. Snippet: BDR: Missing iPad
Retired

Decommissioned. The iPad is no longer part of the BDR fleet

👉 Add a note to the asset to summarise the reason.
Internal / Staff Use

The device is owned by Scantek and not part of the Client's fleet.


Associate the asset to a company.

  1. Option One 
    1. In the ticket, select Preview on an associated asset.
    2. Under section Companies, click +add (existing Company).
  2. Option Two
    1. Go to Contacts > Assets
    2. Locate the asset and click Preview.

When should an asset be assigned to a company? When the device is received at HQ or delivered to its intended destination.


SECTION: Tickets

Link all relevant tickets, especially if the venue has reported the same issue before. 

SECTION: Conversations

This is recommended for tickets with an ongoing email chain from multiple staff members.
    1. Go to Conversations > Inbox
    2. Locate the email (conversation)
    3. Associate the ticket to the conversation.

SECTION: Activities

 
Ticket Activities
Notes A summary or description of recent actions taken and the next steps.
Emails To ensure your team is aware of all contexts —especially if you're not available—send all emails related to a ticket from within that ticket.
Calls

All calls related to a ticket must be logged and linked to it.

    1. Go to Contacts > Calls
    2. Locate the call and click Preview
    3. Under section labelled Tickets +Add > Add Existing
    4. Search for the ticket and click Next, then Save.
Tasks These steps are essential to ensure the ticket does not get missed. As long as the ticket remains open, a task must always be assigned until a resolution is reached.
Meetings

Irrelevant to end-users (Licensees/venues).

 

 

Version Review Date Reviewer Description
2 19/01/2024 SH  
3 28/08/2025 SH Formatting changes and updated to align with the iPad rollout.