Tickets

The Tickets section serves as a centralized hub for managing support tickets, enabling users to track, resolve, and maintain effective communication regarding client requests and issues.

Key Features:

Overview Interface: Upon entering the Tickets section, users are presented with an overview that includes filtering options for easy navigation:

• Filters: Users can filter tickets based on:

1. Duration: Specify a date range for tickets.

2. Status: Filter tickets according to their current state (e.g., open, closed, pending).

3. Group: Filter tickets by assigned group.

4. Agent: Search for tickets handled by specific agents.

5. Priority: Sort tickets by priority level.

6. Channel Name: Identify tickets based on the communication channel.

7. Type: Filter by the type of ticket (e.g., bug, feature request).

8. Tags: Use tags to categorize tickets further.

9. Project: Filter tickets associated with specific projects.

• Data Table: The table provides a quick overview of existing tickets, displaying:

1. Ticket #: A unique identifier for each ticket.

2. Ticket Subject: The subject line summarizing the issue.

3. Requester Name: The name of the individual who raised the ticket.

4. Requested On: The date when the ticket was created.

5. Others: Additional relevant details.

6. Status: The current status of the ticket (e.g., open, resolved).

7. Action: Options to view, edit, or delete a ticket.

• Ticket Statistics:

1. Total Tickets: Displays the total number of tickets.

2. Closed Tickets: Shows the number of resolved tickets.

3. Open Tickets: Indicates the count of currently open tickets.

4. Pending Tickets: Displays tickets awaiting action.

5. Resolved Tickets: Shows the number of tickets that have been addressed.

• Create Ticket Functionality: Users can create new tickets by filling out a detailed form that includes the following fields:

1. Requester: Select the requester from clients or employees.

2. Requester Name: Automatically populated based on selection.

3. Assign Group: Designate the group responsible for addressing the ticket.

4. Agent: Assign an agent to handle the ticket.

5. Project: Link the ticket to a specific project.

6. Type: Specify the type of ticket (e.g., issue, request).

7. Ticket Subject: A brief title for the ticket.

8. Description: Detailed explanation of the issue or request.

9. Upload File: Option to attach relevant documents or images.

10. Priority: Set the urgency level of the ticket.

11. Channel Name: Identify the communication channel through which the ticket was created.

12. Tags: Add tags for categorization.

• Additional Features:

1. Ticket Form: A dedicated form for submitting tickets, including a direct link and an embeddable iframe code for easy integration into websites.

Purpose:

The Tickets section streamlines the process of managing client requests and support issues, ensuring effective tracking and resolution. It promotes transparency and enhances communication between teams and clients, ultimately contributing to improved customer satisfaction and operational efficiency.