Have you ever wished you could open a service ticket with Bedrock Technology via a text message? Well now you can! After months of internal testing, we are launching this great new service to help serve you even better.
This new service allows you and Bedrock Technology’s technicians to communicate through text messages while capturing the conversation on the ticket.
For more information, please ask one of your technicians how to get started!
How it works
Carol Customer reports an issue
Carol has a problem with her computer; so, she texts Bedrock Technology’s text support number.
Our dispatcher assigns a tech
Bedrock Technology receives the ticket. Our dispatcher opens it, realizes it’s urgent, and assigns it to Tina Tech. Tina is visiting another client near Carol’s office.
Since Tina’s away from her computer, Donny also CC's her cell number on the ticket so she will get text message updates for new messages on the ticket.
Carol Customer sends a photo
In the meantime, Carol Customer has received a ticket creation notice from the system and sends along a photo of her screen to help troubleshoot the problem.
MMS images go into our ticketing system
Carol Customer’s image shows up as an attachment.
Dispatch responds
While waiting for Tina Tech to respond, our dispatcher also does her best to triage the ticket. She adds notes to the ticket discussion which get sent both to Tina Tech and Carol Customer.
Tina Tech receives the message
Tina Tech immediately recognizes the problem as a familiar one and responds from her phone. Carol Customer can expect her problem to be resolved in short order.
Carol Customer's problem is solved
Tina Tech closes the ticket
Tina Tech then opens her computer, fixes the problem remotely, and then logs the task in our ticketing system.
She enters the final note on the ticket, clicks “discussion” so it will be sent to Carol Customer, and marks the ticket to be closed.
Our work here is done
Carol Customer receives Tina Tech’s final update, as well as a ticket closed notification.
The staff at Bedrock Technology has saved the day yet again!
Comments