Explanation of Field Options
Unlike the previous iteration of this field, "Case Reason", the mindset behind this field is based in the solution to the ticket and not to the perceived symptoms of the issue. Below is a list of the available options within the Ticket Issue/Reason field, with a brief explanation listed alongside to better aid in option selection.
Install/Update/Setup - Software, extension, or driver installations or updates (and the associated setup), local workstation setups, etc…
Initial Training - Scheduled training appointments
Ad Hoc Training - Impromptu lessons, teaching the customer how to do something within the software
Registration - Resetting reg numbers, manually registering software, providing registration numbers, reallocating licenses, etc…
Trial Extension - Extending trials
Bridge - Setting up or fixing NameGrabber or DataGrabber (or 3rd party bridge) issues (excluding initial installations)
Image Quality - Changing settings, providing recommendations, adding/removing files, or updating drivers/extensions
when related to the quality of the images being displayed within the imaging software
Missing Images - Any attempt to find missing images, or providing information on how to find missing images
RMA - Hardware Returns (Rayscan, Tuxedo, LED IC100)
Environmental Software Issue - Issues within the Apteryx related file structure (corrupt configs, images stuck in safety cache, etc...)
Hardware / Environmental Issue (3rd Party) - Issue is non-Apteryx in nature (Antivirus, 3rd party hardware failure, lost Windows credentials, etc…)
Data Migration - XVHost pushes, Conversions/Data Mapping, Server Migrations
Data Return - Apteryx data download and/or Apteryx data return
General Questions - Non-problem related inquiries about Apteryx products in general ("What OS's does Apteryx support?", "Does Apteryx work with 'X' sensor?", etc…)
Product Suggestions / Change Requests / Bug Report - Feature requests or bug reports to be escalated to development
Transfer to Sales - Sales issue, not a support issue (purchase a sensor, wants a quote on buying licenses, etc…)
Note - DO NOT USE FOR NON-APTERYX CUSTOMERS. PLEASE USE "NON-CUSTOMER CONTACT" IF THE TICKET IS FROM A NON-APTERYX CUSTOMER, EVEN IF YOU ARE TRANSFERRING THE CUSTOMER TO SALES.
Non-Customer Contact - Not an Apteryx customer.
Non-Supported International Customer - International customers who previously purchased Apteryx software through some reseller in a market that Apteryx does not directly support (Most likely do not have an Account within Salesforce)