Beginning February 24, 2025, Iowa One Call's (IA811) will activate the TicketTalk feature, enabling enhanced communication between excavators, members, and locators via KorTerra’s Ticket Management system. To ensure seamless integration with KorTerra and optimal usage, please follow these best practices.
1. Understanding TicketTalk Integration in KorTerra
OCC Remarks Field: TicketTalk conversation threads from excavators targeting specific members will appear in the OCC Remarks field of the ticket.
Ticket Revisions: When an excavator adds a TicketTalk message to a ticket, the ticket undergoes a revision. If the ticket is open, a new OCC Remark is added. If the ticket is closed, it will be reopened.
Message Display: Only the most recent comment from the excavator is displayed on the ticket. KorTerra cannot modify the formatting of these remarks or retrieve past conversations due to current call center software limitations. If you wish to view previous comments, please use the OCC Link provided in the ticket and navigate to the TicketTalk Comment section.
2. Utilizing Tags for TicketTalk Conversations
"Comment" Tag: For customers licensed for Tags, KorTerra can implement a visual indicator—a grey "Comment" tag—to highlight tickets with new TicketTalk conversations, making it easier to identify ticket revisions.
Licensing and Setup: If you are not currently licensed for tags or wish to configure this feature, please contact support@korterra.com.
3. Responding to TicketTalk Messages
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Accessing the Conversation: To reply to a TicketTalk message or initiate communication with the excavator via the TicketTalk functionality:
Click on the OCC Link within the ticket details.
Follow the instructions provided by IA811 to communicate directly with the excavator via the TicketTalk feature.
4. IA811 Resources
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Feature Overview: For a comprehensive understanding of TicketTalk, IA811 has prepared an informative video:
Further Assistance: For more information or support regarding the TicketTalk feature, please reach out to onecall@iowaonecall.com.
By following these best practices, you can effectively manage tickets with TicketTalk conversations, ensuring clear and efficient communication with excavators.