> 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>