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.
Content: 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)
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