Service / Support with multiple product lines
SOLVE
1 Accepted solution
Service / Support with multiple product lines
SOLVEHi @CMoravec ,
I think the answer to this will depend on how similar the stages and processes would be for solving the tickets between different products.
If they are substantially different, you may want to consider creating multiple ticket pipelines. To do this go to your tickets view and click “All Pipelines” > Edit Pipelines.
Then in select a pipeline you can select create pipeline.
From here you can build new pipelines “product 1, product 2, etc.” and configure the stages to your liking below.
Then once you have them built out in your pipeline view “all pipelines” to see the parent view, or select a specific pipeline to see a particular product.
To solve for having teams in different cities, what may make sense here is to have a regional property built for your tickets that you can create custom views for each team to work out of.
To do this:
In the top right corner of your ticket pipeline view, click Add views > Create view.
Once you name it and save it, select advanced filters.
From there customize the criteria you would be looking for (ie. Ticket region = Los Angeles).
Once you update that, just remember to save the filter criteria (top right corner)
Then you will have a vew specific for that regions tickets, and can make others for the other regions you use.
You can also create a custom property for your ticket products and filter them in ticket views instead of creating new pipelines if that’s easier. I’d recommend doing that if all of your pipeline stages are the exact same for each product.
Hope this helps,
Ben
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Service / Support with multiple product lines
SOLVEHi @CMoravec ,
I think the answer to this will depend on how similar the stages and processes would be for solving the tickets between different products.
If they are substantially different, you may want to consider creating multiple ticket pipelines. To do this go to your tickets view and click “All Pipelines” > Edit Pipelines.
Then in select a pipeline you can select create pipeline.
From here you can build new pipelines “product 1, product 2, etc.” and configure the stages to your liking below.
Then once you have them built out in your pipeline view “all pipelines” to see the parent view, or select a specific pipeline to see a particular product.
To solve for having teams in different cities, what may make sense here is to have a regional property built for your tickets that you can create custom views for each team to work out of.
To do this:
In the top right corner of your ticket pipeline view, click Add views > Create view.
Once you name it and save it, select advanced filters.
From there customize the criteria you would be looking for (ie. Ticket region = Los Angeles).
Once you update that, just remember to save the filter criteria (top right corner)
Then you will have a vew specific for that regions tickets, and can make others for the other regions you use.
You can also create a custom property for your ticket products and filter them in ticket views instead of creating new pipelines if that’s easier. I’d recommend doing that if all of your pipeline stages are the exact same for each product.
Hope this helps,
Ben
Did this answer your question? If so, please help the community by marking it as a solution.
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