May 2008 Newsletter
Creating an Event to Remember: Templates for EDI Events
I originally wrote the article Creating an Event to Remember for the August 2006 edition of Q Tips. Given the importance of support events, it’s not surprising that since then I’ve written two more articles on the topic. This time I’m very excited to announce the release of a new tool for EDI clients to use when creating Help Desk events through the ASP Portal. After months of discussion, programming, setup, and editing, client-based Help Desk Templates are a reality!
EDI Help Desk Templates are a new tool designed to standardize the collection and distribution of information necessary to resolve an event. Depending on the nature of the event, we may need a wide variety of detailed information in order to resolve the issue. Using templates will make it easier for you to supply us with all the details we need. By providing all of the necessary information up front, you can reduce or eliminate delays caused by missing data or the need for additional background research. A completed template will contain all of the information needed so that the proper team can review and resolve your event faster than ever.
Once the template tool is released for client use, which is pending a couple more weeks of testing and feedback, I will provide you with detailed instructions on how to use the templates.
Help Desk Templates are a big change, but a good one. We’ve been using the templates internally for several months now, and the support teams within Quadax EDI have been pleased with the results. We think you will be too!