My organization is not currently using CSIs much, and we want to start! I learned at the conference that there is a report we can pull to view all CSIs within a certain time period. Can someone please tell me what report that is? And are there suggestions on how we can handle customer service issues if we do not know the person's name or they are not in Tessi? Could we create a dummy account to store all of those CSIs so they could be pulled into the report?
Thank you!
Hi Julia,
There are a couple reports for CSIs actually; Customer Service Issue Tracking and Customer Service Statistics. Both are standard reports so you should have them. If not, you will need to go into Security (or ask your IT people) and give yourself access to these reports if you don't see them.
As for CSIs without an account, remember, you can set up constituent accounts to have name and email address (this was functionality that came about in version 11). Beyond that, you could just create a CSI account in Tessi. I would mark it is do not mail/email/phone so it stays out of lists and extractions. I'd also make sure you assign those CSIs to specific people to ensure that follow up happens.
Hopefully that helped a little.
Christopher Cuhel, Database Coordinator
The 5th Avenue Theatre
This is very helpful - thank you!
You are most welcome Julia. :)