Technical
ACME
Processes
Kaseya Workflows

Kaseya: Ticketing Team Workflows

This documentation follows the workflows and email templates configured in Kaseya for the Ticketing team. The Ticketing team uses Kaseya strictly for ACME Point of Sale troubleshooting requests by Guest Relations. Important note: Kaseya is also being utilize by the IT team and some workflows and email templates are shared. The workflows listed throughout this documentation will be labeled if they are shared with the IT team.

ACME Templates

Two templates have been configured for all ACME troubleshooting requests: ACME: Ticketing Team and ACME: IT Team.

The ACME: Ticketing Team template assigns the Kaseya ticket to the ACME Ticketing queue and the ACME: IT Team template assigns the Kaseya ticket to the IT - Level One Support queue.

These templates must be selected by a GR staff member in order for their ACME troubleshooting ticket to be properly routed to the appropriate Digital Strategies team member.

See below for more information about which request types should be included in each template:

  • ACME: Ticketing Team

    • Cash drawer is not responsive or not functioning properly.

    • EMV card reader is not responding or connecting to the iPad.

    • Epson Printer is not printing or connecting to the iPad.

    • iPad and iPhone in App issues are not functioning properly. Receiving an error in the ACME Sales app.

    • Capacity Adjustments (i.e. needing to increase General Admission or Butterfly Pavilion).

    • Take events off-sale due to a cancellation or other needs.

    • Unable to login to ACME or need to create a new ACME user account.

  • ACME: IT Team

    • ACME Sales App itself is having issues opening, is paused, or grayed out.

    • Receiving a prompt outside of the ACME Sales app (i.e. iOS updates).

    • Wires are broken or need a replacement.

    • Network outage.

Workflows

Once a template is selected and submitted, the configured workflows in Kaseya will activate. This section details each workflow's triggers and their associated email template.

Ticket Created Notify Client (shared with IT)

This workflow is activated when a "client" submits a new Kaseya ticket. The ticket can be created by "Anyone" and the workflow will send the email template Ticket Created Notify Client to the creator of the ticket and all the CCs added to the ticket.

Notify Client Troubleshoot Email ACME Ticket Team

This workflow is activated when a "client" submits a new Kaseya ticket, the ticket status is "New", and the client chose the template ACME: Ticketing Team. The ticket can be created by "Anyone". The worfklow will assign the ticket to the Acme Ticketing queue and send an email using the template "Notify Client With All Troubleshooting Ticketing "to the creator of the ticket, to all indivituals CC'd on to the ticket, as well as sending an automated message via the "digital-gr" Slack channel.

Notify Client Troubleshoot Email ACME IT Team

This workflow is activated when a "client" submits a new Kaseya ticket, the ticket status is "New", and the client chose the template ACME: IT Team. The ticket can be created by "Anyone". The worfklow will assign the ticket to the IT - Level One Support queue and send an email using the template "Notify Client With All Troubleshooting Ticketing" to the creator of the ticket, all the individuals CC'd on the ticket, as well as sending an automated message via the "digital-gr" slack channel.

Notify ACME Ticketing Queue - Ticket added

This workflow is activated when the ACME Ticketing queue is assigned a ticket created by "Anyone" with the status "New". The workflow will notify the "Assigned Queues" (ACME Ticketing) by sending the email template "Ticket Added to Queue Notify Resources".

Notify Tech when ticket is assigned (shared with IT)

This workflow is activated when the client's ticket is updated by "Anyone" and the status is in "Assigned". The workflow will notfiy the Assigned Resources (the assigned tech) with the email template "Ticket Created Notify Resources".

Notify Client When new Note is Added (shared with IT)

This workflow is activated when the client's ticket activity is added by "Anyone" and the status of the ticket IS NOT "Waiting For Customer". This sends a notification using the email template "Notify Client When Ticket Note Is Created" to the creator of the ticket and all the CCs added to the ticket.

Notify Tech When new Note is added by Client (shared with IT)

This workflow is activated when the client's ticket activity is added by "Clients" and the status of the ticket IS "Waiting For Customer". The ticket status is updated to "In Progress". This sends a notification using the email template "Notify Tech When Client Ticket Note Is Created" to the Assigned Resources (assigned tech).

Notify Assigned Tech new Note is Added by Clients

This workflow is activated when the client's ticket activity is added by "Clients", the status of the ticket is NOT IN "Waiting For Customer", and the Issue Type is IN ACME: Ticketing Team. This sends a notification using the email template "Notify Tech When Client Ticket Note Is Created" to the Assigned Resources (assigned tech).

Notify Assigned Queue new Note is added by Client

This workflow is activated when the client's ticket activity is added by "Clients", the status of the ticket is NOT IN "Waiting For Customer" and "Assigned", the Issue Type is IN ACME: Ticketing Team, the Queue Is Not Empty, and the Primary Assignee Is Empty. This sends a notification using the email template Notify Tech When Client Ticket Note Is Created to the Assigned Queues (assigned queue).

Notify Techs for Ticket Untouched in 3 days (shared with IT)

This workflow is activated when a ticket has been "Idle" for 25.50 hours, the status is in "New", and the SLA is Standard SLA. This sends a notification using the email template "Notify Techs for ticket untouched in 3 days" to all techs. This workflow is not team specific.

Notify Client for Ticket Untouched in 3 days (shared with IT)

This workflow is activated when a ticket has been "Idle" for 25.50 hours, the status is in New, and the SLA is Standard SLA. This sends a notification using the email template "Notify Client for ticket untouched in 3 days" to the creator of the ticket and all the CCs added to the ticket.

Notify Tech Ticket Has Been Idle for 3 days (shared with IT)

This workflow is activated when a ticket has been "Idle" for 25.50 hours, the status is not in "New", "Waiting For Customer", "Completed", "Merged", or "Auto Close", and the SLA is Standard SLA. This sends a notification using the email template "Notify Techs for ticket idle in 3 days" to the Assigned Resources (assigned tech).

Notify Client when Response is Needed (shared with IT)

This workflow is updated by Employees and the status is in "Waiting For Customer". This sends a notification using the email template "Notify Client when response is Needed" to the creator of the ticket and all individuals the CC'd on the ticket.

WFC - No Response - Reminder on After 1 Day (shared with IT)

This workflow is activated when a ticket has been Idle for 8.50 hours, the status is in "Waiting For Customer", and the SLA is Standard SLA. This sends a notification using the email template "WFC - No Response - reminder" to the creator of the ticket and all the individuals CC'd on the ticket.

WFC - No Response - Reminder on After 3 Days (shared with IT)

This workflow is activated when a ticket has been "Idle" for 25.50 hours, the status is in "Waiting For Customer", and the SLA is Standard SLA. This sends a notification using the email template "WFC - No Response - reminder" to the creator of the ticket and all the individuals CC'd on the ticket.

WFC - No Response - Reminder on After 5 Days (shared with IT)

This workflow is activated when a ticket has been "Idle" for 42.50 hours, the status is in "Waiting For Customer", and the SLA is Standard SLA. This sends a notification using the email template WFC - No Response - reminder to the creator of the ticket and all the individuals CC'd on the ticket.

WFC - No Response - Reminder on After 8 Days (shared with IT)

This workflow is activated when a ticket has been "Idle" for 68.00 hours, the status is in "Waiting For Customer", and the SLA is Standard SLA. This sends a notification using the email template WFC - No Response - reminder to the creator of the ticket and all the individuals CC'd on the ticket.

Auto Close Ticket if No Response on WFC in 10 days (shared with IT)

This workflow is activated when a ticket has been "Idle" for 85.00 hours, the status is in "Waiting For Customer", and the SLA is Standard SLA. This updates the status to "Auto Close" and sends a notification using the email template "Notify Client Ticket Closed" to the creator of the ticket and all the individuals CC'd on the ticket.

Notify Client Ticket Closed (shared with IT)

This workflow is activated when a ticket is updated by "Employees" and the status is in "Completed". This updates the Queue to Empty. This sends a notification using the email template "Notify Client Ticket Closed" to the creator of the ticket and all the individuals CC'd on the ticket.

Closed Tickets - Clear Queue (shared with IT)

This workflow is activated when a ticket is updated by "Anyone" and the status is in "Completed" or "Auto Close". This updates the Queue to Empty.

Holiday/Closed ExceptionsMembership Cancellations