Technical Details

Tickets

Tickets are central to how Elastikworks operates. Each ticket contains a series of related fields which represents a task or set of information about any part of your business (ie product)

A ticket belongs to a category (ie sales pipeline, stock, invoices) which enables similar tickets to be bundled together, filtered, analysed and used as the basis for KPIs.

An unlimited number of tickets can be created and added to a category.

 

Workflow

Each business (organisation) will have different tasks and processes it needs to follow to achieve its goals and objectives. Typically these processes are either contained within the knowledge held by each employee, or if the business is slightly more organised documented on paper. These processes can be modeled as workflows and then used to keep track of the status and process stage of any task.

Workflow are central to the process of Elastikworks. Each category of ticket has a workflow associated with it which enables a ticket to be “tracked” from start to finish. The status of a ticket will change as the ticket progresses along the workflow. A workflow can contain loops, branches and if required go all the way back to the beginning. All the stages in the workflow are first modelled in Elastikworks, this is achieved by developing a schema. This schema can be re-used in other projects and clients or shared with other users of Elastikworks.

The workflow progress of a ticket is recorded in the Elastikworks database, leaving a historical trail for analysis and review.

A user can search for and filter tickets that are at a certain stage in a workflow (i.e. have all having a similar status) to enable them to prioritise their workload and to better understand at what stage in the process a specific job is at.

Workflows in Elastikworks can be completely designed and tailored to any business. A schema is developed for a workflow, defining the stages and processes. Which ticket fields are displayed and need to be completed when a workflow is started can be defined, then subsequently which fields need to be completed during a transition from one status to another can be defined. At each stage in the workflow a ticket will display different fields, ensuring that only the relevant fields for that ticket are displayed. This reduces clutter and makes for a clear and concise display of the contents of a ticket.

You can define which fields appear during a workflow

  • When creating a ticket
  • When viewing a ticket
  • When changing status

The simplest workflow is Open \ Closed. A ticket can be Open or if the Status is changed, set to Closed. Workflows can be made as complex as required, the example below shows the workflow schema for stock, the product of which is either sold directly to customers, loaned, or rented. Consideration has been given to the fact that the product might be returned for repair.

 

Architecture and Permissions

Multiple clients – if you are running different businesses

Multiple projects – if you have different departments, customer projects or just wish to seperate your financial information from your sales tasks.

Different user access and permissions are possible across all the clients and projects ensuring a user will only see the information that is pertinent and relevant to them. Different levels of permission also means that you can restrict what a user can do (only read tickets, or create and edit them)

Project and Client administrator rights give the means to add and delete users, change their permission levels and design workflows and tickets.

 

Data entry & communications

Business data comes in a variety of forms and medium and Elastikworks is flexible in the way it can receive and input data. The standard method is using a web browser and manually creating a ticket, updating it and then reviewing the reports. Elastikworks is compatible with web browsers on a Desktop PC, tablet and smartphone.

Elastikworks tickets can be populated through a variety of other methods, which converts the information directly into a ticket:

  • web browser
  • email
  • WordPress plugin (which will report errors on the web page)
  • Public website – form submit (ie product enquiry form)
  • error logging from a dynamic website
  • SMS
  • Automated touchtone Phone

Output from Elastikworks can be through the following:

  • Display KPIs on dashboard
  • Display tickets (in abreviated format) on a public website
  • email digest of tickets (immediate, weekly)
  • export into a spreadsheet compatible format
  • create pdf reports

 

Key Performance Indicators

Each user can customise their own dashboard, share KPI widgets with other users and create a calender (overlaid on top of a Google calender)

Create a filtered look for a particular ticket category (ie open sales leads, stock level) and display this on the dashboard in the form of a tabular report, graphical display or in a calender.

Users can create KPI reports for their own use or share these with colleagues. The KPI reports can be edited, or deleted as required.

Elastikworks can import Google calenders and have them overlaid onto the internally generated calenders.

 

CRM

Create and manage contacts, store demographic and business interests against a contact.

Contacts are logically connected to a location at which the work, which in turn is linked to the company that they work for. A company, or organisation, can have multiple office locations, which can have multiple people working at them. Easily transfer staff members from one location to another.

Retain the contact details even if they move companies.

Notes and comments can be added to each contact, “interaction” can be had with contacts. For example a meeting or a phonecall. Document the conversation and link the contact to a series of tickets as a result of a interaction. This might be a sales lead, a customer support query or a product they have purchased. A history trail gives anyone in the company an overview of the “interactions” and conversations that have occurred.

Create interactions when you have a contact at a conference or exhibtion. You can create events in Elastikworks, provide a description of the event and then easily display who you have met at the event.

To enable marketing communications to be emailed out to a targeted list, filter your contacts list based on specific criteria (eg industry sector, exhibition attended) and then automatically push this towards Mailchimp. Elastikworks and Mailchimp will remain synchronised to ensure that when a contact is deleted in Elastikworks, this is reflected in Mailchimp, or vica versa when a contact chooses to unsubscribe throught the Mailchimp newsletter it is reflected in Elastikworks.

Create and manage multiple lists in Mailchimp through the Elastikworks interface.