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What is ticket live tracking? (=Customer Portal)
Fieldcode gives end customers the option to track tickets and the ticket progress.
Live tracking is beneficial for end users, that want to be informed about the ticket progress.
End users are able to track open tickets via the browser or the FIC App. Live tracking of a ticket allows end users to understand in which status a ticket is and where the engineer/technician is currently located, so that end users are aware of the service delivery window.
Live tracking can be enabled for end users inside the Fieldcode admin panel -> Automated Actions -> Preconfigured Automated Actions
You can decide between two options there:
- Send the end user a link to track ticket progress
- Send the end user a link to schedule an appointment and track ticket progress
Both options will activate the live tracking functionality, however, if you choose the second option, end users will also be able to change appointments via Customer Portal.
After the Live tracking is activated inside the Fieldcode admin panel end users will receive an email with the Live tracking link available when tickets for them are opened.
If a ticket is created with the activated Live tracking Feature the end user will get an email with the working Live tracking link. Then it is his decision if he wants to open the Live tracking in web browser or use the Fieldcode information center app to track the ticket progress.
How to activate live tracking via Customer Portal for end users
Please check out the following topics: