Ticket Management
Efficiently manage support tickets by organizing creation, workflow, and resolution steps.
Creating Tickets
- Multiple Channels: Tickets can be created via:
- Email to support address
- Web form submission
- Manual creation by staff
- Client portal
- Ticket Details: Each ticket includes:
- Subject and description
- Priority level
- Category/type
- Assigned agent
- Related client
Ticket Workflow
- Custom Statuses: Define statuses such as New, Open, Pending, Resolved, and Closed.
- Automatic Routing: Route tickets based on category, priority, or client.
- SLA Tracking: Monitor response and resolution times against Service Level Agreements.
- Escalation Rules: Escalate overdue tickets to higher support levels.
Ticket Resolution
- Internal Notes: Add notes visible only to staff for collaboration.
- Client Communication: Send responses and updates directly to clients.
- File Attachments: Include screenshots, logs, or supporting documents.
- Knowledge Base Links: Share relevant articles to resolve issues faster.
- Resolution Codes: Close tickets with specific resolution codes for reporting.
