Tickets
Tickets are a source to raise any problem, query, incident-related discussion, or any point by client/customer/employee which needs discussion.
The Tickets section provides comprehensive details in one place. It includes numerical data on the total tickets, closed tickets, open tickets, pending tickets, and received tickets. This is followed by a tabular list of all received tickets, showing the ticket number, subject, requester name, date of request, and additional details.
The list can be easily filtered using the filter feature or the tabs in the upper row, which indicate different categories.
To add a new received ticket to the existing list, fill out the "Create Ticket" form with the following details:
Requester: Indicate if the ticket is raised by a client or an employee using a checkbox.
Requester Name: Enter the name of the person raising the ticket.
Ticket Subject: Briefly state the purpose of the ticket.
Description: Provide detailed information about the issue or concern, ensuring thorough understanding to prevent miscommunication.
Upload File: Attach any relevant images, documents, or files provided by the requester for reference.
To add a new received ticket to the existing list, fill out the "Create Ticket" form with the following details:
Requester: Indicate if the ticket is raised by a client or an employee using a checkbox.
Requester Name: Enter the name of the person raising the ticket.
Ticket Subject: Briefly state the purpose of the ticket.
Description: Provide detailed information about the issue or concern to ensure thorough understanding and prevent miscommunication.
Upload File: Attach any relevant images, documents, or files provided by the requester for reference.
Agent: Enter the name of the agent who will handle the specific ticket.
Priority: Set the importance level of the ticket based on the issues it addresses.
Type: Specify the category of the ticket, such as complaint, question, problem, or incident.
Channel Name: Indicate the source through which the ticket was received, such as Facebook, email, calls, or texts.
Tags: Add relevant tags based on the ticket's content.
Once the required details are updated, click the "Save" button to save the data.
The "Create Ticket" form is used to add newly received tickets to the list and can be created or edited using the "Ticket Form" option. This allows for the addition or removal of fields based on organizational requirements. After making selections, a preview form is available to finalize and proceed with the decision.
The tickets section is crucial as it addresses key issues and concerns raised by both employees and clients. Resolving these tickets can lead to significant improvements in the organization.
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