# 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)