Incident Management

New incident creation (Staff and client)

Dennis Braganza Apr-23rd, 2020 15:36 1 0

How are new incidents created?

Incidents are also known as tickets. These are basically the queries raised by your end-user / clients.

The client may choose to submit a ticket either through email, call, chat, social media, client portal, etc. Once a query is submitted, it is raised as a ticket in the centralised staff portal. Here, the ticket is listed in the ticket listing board along with all its properties.

A ticket can be raised by the internal staff members using


option in the inbox of the staff portal. The staff members log in to the staff portal using their credentials and resolve tickets assigned to them.

The external customers or end-users can login to the client portal using their credentials and keep a track of their submitted tickets.

When an internal incident is created, there is no recipient and the ticket is entirely used for internal communication among the staff members. The staff can define the status and priority, as well as assign the incident to someone before creating.

Likewise, staff can also generate external incidents for the clients. It is particularly useful when a staff member receives a client query and wishes to raise a ticket on behalf of the client. If a call ticket is received, the staff member can select the channel as ‘call’ and generate a ticket with just the client’s contact number. Rest all the tickets generated by the staff members through the staff portal require email address of the client. It will be used for further correspondence between the staff and the client.

Based on the checkboxes given at the end of the page, you may select to send an email of the query to the client’s email address and send an autoresponder email on the client’s email address confirming the incident details. When you click on ‘visible to client’, the client can log in to the customer portal and view the incident details. ‘As client’ option states that the incident is submitted on behalf of the client hence a SLA plan is applicable. ‘Schedule incident’ is used to generate a ticket in the future on a predetermined date and time.

A registered client can submit an incident using the client portal along with various other channels available. The client can also attach a file along with the incident. The maximum space provided for attachments is 20 MB by default, which can be increased from the admin settings.

New tickets can be generated through various channels like client portal, emails, social media, live chat, VOIP. (The VOIP and Livechat tools that we integrate with can be seen under the Admin Settings > Integration).

Through admin settings, you have the option of configuring your email address in the email queue. Any query your client posts on this particular email address will be raised as a ticket in your system.

For generating tickets through Live chat and VOIP tools, you need to first integrate the application with VHD software using API settings. When a new ticket will be generated using these tools, the channel of ticket submission can be selected from the drop down list.

Social media integration is also available with our product. For eg. If a client posts a query on your facebook page, it will be raised as a ticket in your system. You can also respond back through the inbox and it will be posted as a reply on the query on facebook page. Comments posted by other clients on that particular post will also be raised as tickets in your system. Hence, this product makes it easier to manage all the queries coming in through various channels at a centralised location.


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