Track customer issues and support requests through the ticketing system.
Creating Tickets
Support tickets can be created:
- Manually by support staff
- Automatically from customer emails
- Via the customer portal
- Through API integration
Ticket Information
Each ticket contains:
- Ticket Number - Unique reference number
- Customer - Linked customer account
- Type - Category of issue
- Priority - Urgency level
- Status - Current state of the ticket
- Assigned To - Staff member handling the ticket
Managing Tickets
Viewing Tickets
Access tickets through the Support menu. Use filters to find:
- Open tickets
- Tickets by priority
- Tickets by type
- Assigned tickets
Updating Tickets
- View the ticket details
- Add responses or internal notes
- Change status or priority
- Reassign to different staff
- Link related tickets
Closing Tickets
When an issue is resolved:
- Add a final response
- Change status to “Closed”
- The customer receives confirmation
Ticket Workflow
- New - Ticket created, awaiting assignment
- Open - Assigned and being worked on
- Waiting - Awaiting customer response
- On Hold - Temporarily paused
- Closed - Issue resolved
Related Features
- Email integration for automatic ticket creation
- Customer portal for self-service
- Reporting on ticket metrics
- SLA tracking and alerts