Exact differences between client created tickets and staff created tickets

[vineethshyam]

Hi .
Can anyone give the differences among client created tickets and staff created tickets .Like where should we use what exactly ?
When can staff create tickets ? and
how is response time caluclated for a staff created ticket ?
What is the use of ticket time tracking custom field ?

what are date labels .Why wont staff created tickets go overdue based on SLA plan timeline until staff selects some date ? .

The main question is why is the due time difference for a client created tickets and staff created ticket ? Where do they fit in exactly ?

please reply even if you know answer for one query also


Regards,
Vineeth

[sureshkumar.mr]

Even I had this doubts from a long time. Could any one throw some light on this?

[Racked Hosting]

I am not sure of the SLA's due times but staff created tickets are used when a customer doesn't use the support desk to file in a ticket.
For example, he calls to solve an urgent issue and to get some priority and may still not mind if the query is resolved through the helpdesk. In such a case, the query is placed as a ticket , new ticket >> phone ticket. And then the reps follow up.

[leyton01]

I think they are refering to the fact that due times are not automatically calculated on tickets that were either created by a staff member or last replied to by a staff member. This makes SLAs useless until a client replies to the ticket and then the time starts counting.

SLAs and overdue times are poorly implemented.

Vineeth - it's not you it's the system that has the problem. There is no effective way to easily use SLAs at this time if you actually reply to tickets and don't just leave the customer with no info on their ticket before it goes overdue.

[Racked Hosting]

Originally Posted by leyton01

I think they are refering to the fact that due times are not automatically calculated on tickets that were either created by a staff member or last replied to by a staff member. This makes SLAs useless until a client replies to the ticket and then the time starts counting.

SLAs and overdue times are poorly implemented.

Vineeth - it's not you it's the system that has the problem. There is no effective way to easily use SLAs at this time if you actually reply to tickets and don't just leave the customer with no info on their ticket before it goes overdue.

yes, but I could just answered the first part of his question

Originally Posted by vineethshyam

Can anyone give the differences among client created tickets and staff created tickets .Like where should we use what exactly ?

[vineethshyam]

See the diffs I found when we create a phone ticket and email ticket.

Due time doesnt apply for email ticket even in kayako trial