Positive Response
In the Pelican system, users and Agents alike can view the Member’s responses to individual tickets. Clicking the Positive Response button will open the module in a new browser tab:
The My Tickets ticket list will display any Open or Closed tickets that the customer may have:
Each ticket will display the Ticket Number, Address, Creation Date, and a count of how many responses the customer has received, along with how many they should expect.
View
Clicking View to the right of each ticket will slide open a Ticket View screen:
On the left, the ticket details and status will be shown, and allow the customer or Agent to review the notifications received (or not received) by each Member. On the right, the customer-drawn map will be shown.
Clicking a listed Member will slide out another window that will display any responses received in detail:
Add a Note
Clicking Add a Note will bring up a window for the customer or Agent to enter an internal note regarding this ticket. This note is not sent to the Member:
Send Reminders
Check the checkbox next to the Member's name if they have not responded to the request and you would like to send a reminder.
Clicking Send Reminders at the top-right will re-notify all Members with blue check marks that the notification request is outstanding.
Note that this will not send if:
- The ticket is not past due (past the 3 full working days depending on ticket type)
- The Member has already issued a response visible on the left-side of the screen
Download
Clicking Download at the top-right will download a copy of any responses received to the customer or Agent’s computer.