CI COMPUTERS

In-House Ticketing — Reference Guide

How the in-house client ticketing system works: intake form, the in-house tech board, escalation, and auto-forward.

What it is (the big picture)

Some clients have a basic in-house tech who handles minor issues themselves and decides when to hand something to CI. This system gives those clients:

1. A Submit-a-Ticket form their staff use (no login) — tickets file straight into our system under that company.
2. An in-house ticket board (in the client portal) where their in-house tech triages: handle it themselves or escalate it to CI.
3. An Auto-forward switch we can flip so everything skips their triage and comes straight to us (e.g., their tech is out).

The value: the client handles the easy stuff, we handle the rest — which keeps their cost down and keeps us competitive.

Key principle: work the in-house tech does is documentation only — it never bills. CI only bills the work CI does (after a ticket is escalated/assigned to us).

Part A — For CI Staff

Setting up a new in-house client

1. Create the intake form — Dispatch → Records → Intake Forms → fill in:

• Client — the company (e.g., Yellow Checker Star).
• Allowed website domain(s) — their site, e.g. taximgmt.net (only needed if they’ll embed it on their own website; covers www + subdomains automatically).
• In-house tech name + email — who gets the “new ticket” alert.
• Maximum priority — usually High (keeps end-users from marking everything “Emergency”).
• Auto-forward — leave off normally (see below).

Save. It generates a secret token and shows three things to copy:

• Link to share / desktop shortcut — cicomputers.com/submit-ticket/?k=<token> (branded page)
• Bare standalone link — portal.cicomputers.com/intake.php?k=<token>
• Embed snippet — an iframe for their own website

2. Give the client a way to submit — a desktop shortcut to the share link, the iframe on their website, or our branded submit-ticket page.

3. Provision the in-house tech’s login — Dispatch → Portal Users → create their user with the “In-House Tech” permission on that company. They sign in at portal.cicomputers.com and land on their ticket board.

How a ticket flows

End-user fills the form → ticket created under the company (source = intake) → In-house tech’s board → they COMPLETE it or ESCALATE to CI → escalated tickets land in OUR dispatch queue (dispatch@ is alerted)

• New intake tickets are written straight to the database (no email parsing) — instant and reliable.
• If the in-house tech escalates, the ticket is flagged, shows on our dispatch board, and dispatch@cicomputers.com is alerted.
• Once a ticket is escalated OR we assign a CI tech, it becomes view-only for the in-house tech (they can still add updates, but can’t change/close it — it’s ours now).

The Auto-forward switch

On each client’s intake form there’s “Auto-forward all tickets straight to CI.”

• OFF (normal): tickets go to the in-house tech’s board first for triage.
• ON: every new intake ticket is immediately escalated to our dispatch queue, dispatch@ is alerted, and the client’s board still sees them (view-only) but doesn’t have to act.

Use ON when their in-house person is out sick, on vacation, or during an all-hands situation. Flip it back off when they’re covered. It’s per-client and takes effect immediately.

What you’ll see on our side

• Intake tickets arrive with source = intake, attributed to the correct company.
• Escalated / auto-forwarded tickets are flagged and alert dispatch@cicomputers.com.
• The in-house tech’s updates appear in the ticket history like any client note; their work entries show as non-billable “In-House” entries and don’t affect invoicing.

HAND THIS TO THE CLIENT’S IN-HOUSE TECH

Part B — Your Ticket Board (Quick Guide)

For the client’s in-house tech — how to use your CI Computers ticket board.

Getting in

Go to portal.cicomputers.com and sign in with the login CI set up for you. You’ll land on your Ticket Board.

The board

• My tickets (default) — tickets that are yours to handle. All company tickets — everything for your company, including ones CI is working.
• Two columns: Active (needs attention) and Completed (recent; “Show all” to see more).
• Click any ticket to open its full detail.

Working a ticket

Open a ticket and you can:

• Set priority (up to High) and add an update for our team.
• Attach a PC by its monitoring name (it confirms the device).
• Log work and log a resolution — this documents what you did.
• Schedule it for yourself, or request a part from CI.

When you’re done, you have two choices:

• ✓ Mark completed — you handled it. A quick dialog helps you record how it was fixed (it even drafts it for you), and can send the customer a thank-you / review request.
• ⤽ Escalate to CI — you want us to take it. It goes straight to our dispatch team.

After you escalate

Once you escalate a ticket (or we pick it up), it becomes view-only — you’ll see our progress and can still add updates, but we’re handling it from there.

Submitting new tickets

Your staff use the Submit-a-Ticket link or desktop shortcut CI gave you. Those come straight to your board.

Need help?

Call CI Computers at (702) 450-6104 or reply to any ticket email.

CI Computers  ·  (702) 450-6104  ·  support@cicomputers.com