Support Ticket Module

1. Benefits of Using the Support Ticket Module on the App

Centralized Customer Support Request Management : Manage all customer support requests from multiple channels such as phone calls, live chat, etc. on one unified platform.

Efficient Assignment: Automatically route tickets to the correct department or support staff, ensuring prompt handling.

Full Visibility and Tracking: Easily search, filter, and monitor ticket status to ensure 100% of customer requests are addressed efficiently.

Customer-Driven Feedback: Customers can track their own tickets and rate support quality.

2. Creating a New Ticket

To create a new ticket, follow these steps:

Go to the Extended Tab → Customer Care → Ticket → Add New Ticket.

Fill in the following fields:

• Ticket Name: The title or summary of the support request.

• Customer: Select the customer associated with this request.

• Status: The current status of the ticket.

• Phone Number: Customer’s contact number.

• Support Category: Choose the relevant support category.

• Note: Enter a detailed description of the issue or request.

Attach Documents: Upload relevant files (optional).

After filling out the required information, click Create New to save the ticket.

Note: This feature is intended for employees to log tickets on behalf of customers.

3. Ticket Management

3.1 Ticket List Screen

The ticket management screen includes three main tabs: Unassigned, My Tickets, and All Tickets.

Unassigned: Displays tickets that haven’t been assigned yet. This tab is displayed by default, helping you immediately identify new requests that need handling.

My Tickets: Shows all tickets currently assigned to you. This helps you focus on your current tasks, track progress, and ensure tickets are resolved on time.

All Tickets: View all tickets in the system that you have permission to access. This is ideal for managers and teams to monitor performance or assist colleagues.

3.2 Searching & Filtering Tickets

Use the advanced filters to quickly locate specific tickets. You can search and sort by:

• Ticket Name: Search by keywords in the ticket title.

• Display Mode: Switch between List View or Kanban View

• Filters:

+ Customer Information

+ Assigned Employee

+ Support Category

+ Importance

+ Ticket Status

+ Creation Date (Today, Yesterday, This Week, Last Week, This Month, Last Month, This Quarter, Last Quarter, This Year, Last Year, or Custom Date Ranges)