This module is intended to creating and editing tickets.
Tickets are intended for easier comunication with clients. Tickets allow to choose time for resolving the problem, to take them over or transmit them to colleagues. Tickets also enable to sending email. All incomming emails are tickets.
To allow agents access to tickets is necessary to permit him appropriate Helpdesk views. To allow agents answer and resolve tickets is necessary to permit email queue which receive that email.
There is also possible to create or edit tickets within ongoing call. Whole Helpdesk module (including tickets) is closely related with CRM module.
Preview of the window Tickets
1 - categories of tickets
2 - searching ticket
3 - displays only favorite tickets of currently logged agent
4 - displays only tickets owned by currently logged agent
5 - cancel filtering or marked tickets
6 - collective editing of marked tickets
7 - collective merging of marked tickets
8 - colective deleting of marked tickets
9 - create a new ticket
10 - export merged tickets to XLSX or CSV file
11 - detail or editing of ticket
12 - add ticket to favorites
13 - priority of ticket (1 - highest)
14 - owner of ticket
15 - take ticket without owner
16 - delete ticket
Searching by filter
In filter you can search tickets by values in items. Current filtering you can also save as scheme (click to Save as at the top of window, fill Title and click to Create) and in next searching you just select the scheme and search tickets. If you can edit scheme, select it, make changes and click to Save. If you can delele scheme, select it and click to Delete.
Tickets -> Filter
1 - create scheme by current filtering (fill title and click to Create)
2 - cancel changes in filter window
3 - search tickets by current filter
Create a new ticket
Click on Add new to start creating a new ticket. Fill items as shown on next image and click to Save.
Tickets -> Add new
1 - assign contact to ticket
2 - title of the ticket (mandatory field)
3 - choose category of ticket (mandatory field)
4 - deadline of ticket will filled automaticaly according to SLA rules and priority of ticket, you can also fill it manualy
5 - priority of ticket
6 - you can postpone ticket to later (if you did it you must set stage to Closed)
7 - status of ticket
8 - owner of ticket
9 - current stage of ticket (open - agent is solving the problem, waiting - agent is waiting for client's answer, closed - problem is solved)
11 - your own form in ticketf
12 - it is also possible to write comment while creating ticket
You can export tickets diplayed by current filtering to XLSX or CSV file. You can choose order of items in file. Also you can save the order as scheme (click to Save as at the top of window, fill Title and click to Create) and in next export you just select the scheme and export tickets to file. If you can edit scheme, select it, make changes and click to Save. If you can delele scheme, select it and click to Delete.
If you do not choose order of items, all items will be exported except items in dropdown menu. Else will be exported only items which have a order number.
Tickets -> Export
1 - create scheme by current order of items (fill title and click to Create)
2 - also ticket ID will be exported
3 - separator for custom items with multiple values (max. 3 characters)
4 - you can export more informations about item - items must have order number
5 - cancel changes in export window
6 - export tickets
Detail of ticket
After click to title of ticket will be displayed detail of ticket. Here you can edit ticket, display comments or attachments etc. For more information look on following image.
Tickets -> Detail of ticket
1 - add comment to ticket
2 - records relating to ticket
3 - attachments of ticket
4 - display tickets by your choice (my favorites, my tickets, by this contact, by this company)
5 - display activites by your choice (my activities, by this contact, by this company)
6 - you can choose what types of activities relating to this ticket will be displayed
7 - activities relating to this ticket