Describing a ticket system to an elderly person

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raytaylor

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#175054 16-Jun-2015 01:10

I am looking for a way to describe a ticketing system to an elderly person in a few short simple sentences.
We use tickets to track queries, call-out jobs and faults.

Trying to encourage customers to reply to existing tickets is hard when they dont understand what a ticket actually is.

How would you describe it?

Ray Taylor

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JWR

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#1325434 16-Jun-2015 01:36

Ticket.. ticket.. ticket... used in every sentence.

The word 'ticket', in this context, is jargon.

Can you explain, in this forum, your process, without using the word ticket?

itxtme

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#1325435 16-Jun-2015 01:52

Something along the lines of

"A ticket in this sense is a conversation, every time you or I communicate it adds it to this conversation and it is all kept together. Start a new ticket and our support staff cant see that original conversation, they cant see what has been tried, and they cant see the plan going forward. Its important you reply to the ticket, so we can get an resolution for you faster."

PS just say the word ticket refers to the unique ticket number associated with this support conversation.

tardtasticx

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#1325436 16-Jun-2015 02:08

Maybe say it's the same as a case?

When dealing with the Police or some govt. departments you get a "case number" or "case ID".

Get new evidence for an investigation, add it to the case file
Want to see whether the cops have caught the crim? Ask about your case.

JWR

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#1325437 16-Jun-2015 02:25

itxtme: Something along the lines of

"A ticket in this sense is a conversation, every time you or I communicate it adds it to this conversation and it is all kept together. Start a new ticket and our support staff cant see that original conversation, they cant see what has been tried, and they cant see the plan going forward. Its important you reply to the ticket, so we can get an resolution for you faster."

PS just say the word ticket refers to the unique ticket number associated with this support conversation.

Sorry a fail.. 5 mentions of the word 'ticket':)

JWR

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#1325438 16-Jun-2015 02:28

tardtasticx: Maybe say it's the same as a case?

When dealing with the Police or some govt. departments you get a "case number" or "case ID".

Get new evidence for an investigation, add it to the case file
Want to see whether the cops have caught the crim? Ask about your case.

Yep. I am assuming it means something like case.

But, ticket has so many other meanings - even in computer terms.

tatbaird

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#1325449 16-Jun-2015 07:21

Use this:

"It's a job number. We keep track of all our booked jobs this way."

nakedmolerat

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#1325452 16-Jun-2015 07:37

Case number / Reference number

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MikeB4

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#1325453 16-Jun-2015 07:39

Tell it how it is, after all the older folk created the industry you are working in.

timmmay

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#1325466 16-Jun-2015 08:06

Compare with taking a ticket in a physical place (drivers licensing?) and getting your name called.

wellygary

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#1325471 16-Jun-2015 08:13

timmmay: Compare with taking a ticket in a physical place (drivers licensing?) and getting your name called.

Which is not a system widespread in NZ, hence the unfamiliarity with the term ticket being used in other situations

nolanz

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#1325480 16-Jun-2015 08:55

So let me get this right!
This young person involved deeply in an industry which uses their version of the term "ticket", does not understand their term "ticket" enough to explain it to an elderly person.
I guess this indicates that it is not just the elderly who need to fully understand their term "ticket".
I wonder if Customer Service people stopped following "THE SCRIPT" and spent some time in conversation (backwards and forwards) they might just be able to communicate on a personal level and give their customers the service they are seeking to attain.

andrew027

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#1325485 16-Jun-2015 09:04

nakedmolerat: Case number / Reference number

Probably this.

As a technical writer, I will say: You should use the terminology your audience uses. It's OK to call it a ticket internally as your service desk people and technicians will understand it. If your customers don't understand it, call it something else in the communication you send to them, e.g. a case number or reference number. And if you have to use the word ticket with your customers (e.g. it is hard coded into automatic email your system sends, which can't be changed) and your customers still don't understand it, then you have to explain it.

Say something like "When you contact us about any new service, or problems with an existing service, your query is logged in our system so we can track it through to completion - we call this a "ticket". If we need to contact you about your request, we will always quote the unique ticket number. To ensure we complete your request as soon as possible, it is important that you reply promptly to any calls or emails about your ticket."

raytaylor

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#1325508 16-Jun-2015 09:37

Thanks guys... using the words "case number" seems like its the solution

Ray Taylor

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