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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 allow to send emails and SMS messages, make calls and use Facebook messenger chat. All incoming emails becoming tickets.


Necessary

If agent wants to work with ticket, it is necessary to: 

  • obtain access to tickets section (can be set in section ManageUsersAccesses), 
  • be allowed to use categories (to which should agent has have access) and appropriate ticket columns → both can be set in section Manage → Users → Rights → items Ticket columns and Categories.

To allow agents to answer and resolve tickets is also necessary to permit email queue which receive the email.

There is also possible to create or edit tickets within ongoing call. Whole Tickets module is closely related with CRM module.

Preview of the window Tickets

Displaying of ticket columns can be specified in more detail in section Manage → Users → Rights → item Ticket column.

1 - categories of tickets
2 - searching among tickets using filter
3 - it is also possible to use predefined filter scheme
4 - you can also use quick search
5 - displays only favorite tickets of currently logged agent
6 - displays only tickets owned by currently logged agent
7 - canceling of current filtering or marking by checkbox
8 - collective editing of currently marked tickets
9 - collective merging of currently marked tickets
10 - colective deleting of marked tickets
11 - after clicking on this button is possible to create a new ticket
12 - export merged tickets to XLSX or CSV file
13 - it is also possible to export tickets using predefined export scheme
14 - detail or editing of ticket
15 - add ticket to favorites
16 - owner of ticket
17 - take ticket without owner
18 - 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 - by clicking on this button is possible to create new contact which will be directly assigned as contact to the ticket
3 - title of the ticket (mandatory field)
4 - choose category of ticket (mandatory field)
5 - deadline of ticket is filled automaticaly according to SLA rules and priority of ticket, you can also fill it manualy
6 - priority of ticket
7 - you can postpone ticket to later (if you did it you must set stage to Closed)
8 - statuses of ticket
9 - owner of ticket
10 - current stage of ticket (opened - agent is solving the problem, waiting - agent is waiting for client's answer, closed - problem is solved)
11 - to this field can be written ticket's description
12 - your own form in appropriate tickets category (can be defined in ManageTicketsCategories → column Relations → button Form)
13 - in settings of appropriate form section is possible to choose whether the form can be hidden using this button
14 - write comments to this field
15 - after clicking on this button is possible to add attachment to the comment
16 - your own macros (can be defined in ManageTicketsMacros)

Export tickets

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 - after clicking on this button is possible to write email to the contact (or company)
2 - after clicking on this button is possible to send SMS message
3 - by clicking on this button is possible to send message using Facebook messenger
4 - after clicking on the button History will be shown editing history of ticket 
5 - the ticket can be commented together with other agents
6 - records related to ticket
7 - all attachments of ticket will be displayed
8 - displays tickets by your choice (my favorites, my tickets, by this contact, by this company) which can be merged, linked as or add new as child ticket
9 - displays activites by your choice (my activities, by this contact, by this company)
10 - choose what types of activities (related to the ticket) you want to see

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