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We have been looking at ideas on how to make the customers journey to raising tickets more efficient and, ultimately for them, less time consuming.

One thought was to put a QR sticker on each asset for the end user then to scan using a mobile device to auto raise a ticket.

Process would be:

  1. Scan QR code
  2. User is taken to a screen where they are able to answer a few, short, closed questions for the IT team to get a high level understanding of the issue (e.g. Screen Broken, Keyboard Broken/Unresponsive, Loss of Power, Poor Performance etc)
  3. Ticket is then raised, against the both the user and, most crucially, against the asset that is having the issue. 
  4. Ticket is then routed to the correct team dependant on the workflow behind each answer.

My question for here is… is this possible? Has anyone done anything like this with Freshservice before? If so, how.

 

TIA

I’ve never done it, but I’ve thought about it, basically you need a piece of middleware to broker messaging between the QR code and Freshservice.

The QR code sends the user to a website, and part fills the form based on the data in the QR, on submission of the form you make a POST request to Freshservice to raise the ticket. 

We have been looking at ideas on how to make the customers journey to raising tickets more efficient and, ultimately for them, less time consuming.

One thought was to put a QR sticker on each asset for the end user then to scan using a mobile device to auto raise a ticket.

Process would be:

  1. Scan QR code
  2. User is taken to a screen where they are able to answer a few, short, closed questions for the IT team to get a high level understanding of the issue (e.g. Screen Broken, Keyboard Broken/Unresponsive, Loss of Power, Poor Performance etc)
  3. Ticket is then raised, against the both the user and, most crucially, against the asset that is having the issue. 
  4. Ticket is then routed to the correct team dependant on the workflow behind each answer.

My question for here is… is this possible? Has anyone done anything like this with Freshservice before? If so, how.

 

TIA

as ​@Roxwell say and there is a Freshservice mobile app SDK How to integrate Freshservice Support SDK on Android : Freshservice if you like to go all in and build your own mobile app. 

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