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Ticketing systems are used to track issues over the course of the issue's lifespan. This Information attached to the ticket can include interactions between the agent and client over via phone calls, notes, materialsattachments/documents, emails, private discussions between other agents, and more. These interactions are all stored in a single place repository for the issue.
A simple example is someone submits an inquiry through the our website asking about the MSRED program. That inquiry goes into the CRE - General Information Queue and a ticket is generated, where it notifies the CRE Staff members on that queue. Staff can respond to the inquiry, view other staff member's responses, as well as any new responses from the client.
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CRE's ServiceNow Queues
CRE has several service queues within ServiceNow.:
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