> For the complete documentation index, see [llms.txt](https://helpdesk.getfly.vn/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://helpdesk.getfly.vn/app/user-guide/customer-care/support-ticket-module.md).

# 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.

<figure><img src="/files/3KOWLCOS5CB7wsQftDOg" alt=""><figcaption></figcaption></figure>

Fill in the following fields:

<figure><img src="/files/PWIFdCtYDERmzXr4KK7e" alt=""><figcaption></figcaption></figure>

* **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.

<figure><img src="/files/8ZOSJVZmEkJERtSqwoOS" alt=""><figcaption></figcaption></figure>

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.

<figure><img src="/files/HE7KI063NZh9uE8VqGW8" alt=""><figcaption></figcaption></figure>

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.

<figure><img src="/files/dSrRrjedbRVmKwLycgLb" alt=""><figcaption></figcaption></figure>

### 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.

<figure><img src="/files/54duZgjYviuxv146BjZq" alt=""><figcaption></figcaption></figure>

* **Display Mode:** Switch between List View or Kanban View

<figure><img src="/files/Q0oXij6GQPLoutYJPAQG" alt=""><figcaption></figcaption></figure>

* **Filters:**

<figure><img src="/files/oHuM7ctoDd9mfbs6Hy6N" alt=""><figcaption></figcaption></figure>

&#x20;    \+ Customer Information

&#x20;    \+ Assigned Employee

&#x20;    \+ Support Category

&#x20;    \+ Importance

<figure><img src="/files/83IEwkeP3KGxo3OU0lIU" alt=""><figcaption></figcaption></figure>

&#x20;    \+ Ticket Status

&#x20;    \+ Creation Date (Today, Yesterday, This Week, Last Week, This Month, Last Month, This Quarter, Last Quarter, This Year, Last Year, or Custom Date Ranges)

<figure><img src="/files/fPggFAxRIOSWXD4EZHea" alt=""><figcaption></figcaption></figure>


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://helpdesk.getfly.vn/app/user-guide/customer-care/support-ticket-module.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.