Solutions

Ticket Management

Karishma Sibal May-2nd, 2015 14:47 2 0
Vision Helpdesk offers a centralized system to manage every request. The emails can be parsed and converted to a ticket in the help desk. There can be different channels that can be used to create the tickets such as email, call, facebook, twitter, chat etc.

Color of Tickets when they appear on Inbox:

Proper indication can be given to the tickets depending upon the color that is related to it.

Red: Red shows overdue tickets.

Yellow: Yellow shows new tickets.

White: White shows the ticket is staff replied.

Whenever a ticket appears in bold which specifies a new ticket has been created which has not been read yet.

Towards the top there are options such as Views, Labels, Filter list, Tags and Advanced search.

Views:

There can be change in the views of the tickets in the ticket listing. The staff members can add different views for tickets from:

Staff menu >> Views

The particular view can be selected from the Views listing. There is a Default view that is set by default.

Labels:

Staff members can select the labels added by the admin and can be applied for individual ticket or through mass action on tickets.

Filter list:

Filter list is used to provide more efficient and effective searches. When you enter filter terms in the search box and when filter is applied then the particular list appears according to the filter that is applied.


Tags:

Tags that are added for the tickets will be along with the count of the tickets to which they are applied.

Advanced search:

It becomes easy and simple to search a ticket using the advanced search option. Based on the criteria or criterion that are specified the particular search for the ticket can be completed.

Duration:

There can be duration that can be selected either Creation date of the ticket or the Last activity performed on the ticket.

Match and conditions:

Ticket matching all the conditions will be listed here.

Match or conditions:

Tickets matching any one of the conditions will be listed here.

Criteria:

There can be different criteria that can be specified here and based on this the particular search for the ticket can be completed.

Subject:

Depending upon the Subject that is specified those tickets will be searched.

Message:

Depending upon the message that is specified those tickets will be searched.

Search from recent: It will specify the number of entries from which the particular search is to be completed. The necessary choice is to be made from the drop down list. The entries can be either the number that is specified or all entries that is selected.

Ticket note:

Depending upon the ticket note that is specified those tickets will be searched.

Ticket comment:

Depending upon the ticket comment that is specified those tickets will be searched.

Client name:

Tickets related to the name of the client that is specified will be searched.

Client email:

Tickets related to the email of the client that is specified will be searched.

Organizations:

Tickets related to the organization that is specified will be searched. The particular organization is to be selected from the drop down list.

Domain:

Tickets related to the domain that is specified will be searched. The particular domain is to be selected from the drop down list.

Department:

Tickets related to the department that is specified will be searched. The particular department is to be selected from the drop down list.

Status:

Tickets related to the status that is specified will be searched. The particular status is to be selected from the drop down list.

Priority:

Tickets related to the priority that is specified will be searched. The particular priority is to be selected from the drop down list.

Label:

Tickets related to the label that is specified will be searched. The particular label is to be selected from the drop down list.

Ticket type:

Tickets related to the ticket type that is specified will be searched here. The particular ticket type is to be selected from the drop down list.

Owner:

Tickets related to the owner that is specified will be searched here. The particular owner is to be selected from the drop down list.

Operator:

Tickets related to the operator that is specified will be searched. The particular operator is to be selected from the drop down list.

Flag type:

Tickets related to the flag type that is specified will be searched here. The particular flag type is to be selected from the drop down list.

Last replier:

Depending upon the last replier is either staff or client those tickets will be searched.

SLA plan:

Tickets related to the SLA plan that is specified will be searched here. The particular SLA plan is to be selected from the drop down list.

Has attachment:

All the tickets having attachments will be listed by this search.

Invoice description:

Tickets related to the billing note that is specified will be searched here.

Channel:

Tickets belonging to the channel that is specified will be searched. The particular channel is to be selected from the drop down list.

To email:

All the tickets belonging to the email specified will be searched.

Creation time:

All the tickets created for the time that is specified will be searched.

Overdue time:

All the tickets that are overdue after or before the time specified will be searched here.

Resolution due time:

All the tickets for which the resolution time is due after or before the time specified will be searched here.

Add criteria:

There can be multiple criteria that can be inserted. The specific criteria can be added for which the tickets are to be searched.

Options:

There can be multiple options that can be selected from the check list depending upon the ticket that is to be searched.

Search trash:

On matching the specific criteria the particular tickets will be searched from the trash.

Search spam:

On matching the specific criteria the particular tickets will be searched from the spam.

Save as filter:

The particular search can be done on matching the particular criteria and that search can be saved as filter. It will be listed with all the other filters but the status should be enabled.

Filters:

Towards the top right there is the option of Filters, when we click on it then it will consist of the list of all the filters. The particular search can be stored as a filter and hence becomes very convenient to search it from the filter list.

Mass Action on Filters:

It is possible to select one filter or more than one filter and to perform desired action on them. The particular filter can be enabled and disabled using this option.

Add Filters:

When we Save a particular filter as save as filter from the options then it gets added under the list of filters. From the Advanced search option the particular search can be saved as filter.

Update Filters:

It is possible to edit or update a particular filter by selecting it from the listing. The changes can be made and it can be updated by the Update button present at the bottom.

Mass Action on Tickets:

It is possible to select a single ticket or multiple tickets and perform the desired action on them.

Merge ticket:

It is possible to merge more than one ticket together using the merge ticket option. One needs to specify the ticket from the drop down to which the ticket will be merged.

Apply SLA:

It is possible to select either of the ticket or more than one ticket and apply SLA on them. There can either be SLA that can be applied or the custom SLA plan that can be applied for it.

Move to trash:

It is possible to select a ticket or more than one ticket and move it to trash.

Mark spam:

It is possible to select a particular ticket or more than one ticket and move them to trash.

Ban:

It is possible to select the particular ticket or more than one ticket and ban the particular client.

Export to PDF:

It is possible to select the particular ticket or more than one ticket and export it to pdf.

Other Actions on tickets:

Assigned to:

It is possible to select one ticket or more than one ticket and assigned to it to the particular staff member from the listing.

Move to:

It is possible to select one ticket or more than one ticket and move it to other department. It is possible to move the ticket from one department to another but not one domain to another.

Status:

It is possible to select one ticket or more than one ticket and change the status of the tickets.

Priority:

It is possible to select one ticket or more than one ticket and change the priority of the tickets.

When the particular ticket is opened then it will consists of the following details for the tickets.

Channel and Ticket Hash:

Towards the top it consists of the channel that is used to create the ticket along with the ticket hash.

Rating:

The rating that is given by the client for the particular ticket will be displayed here.

Subject:

The subject of the particular ticket will be displayed here.

Created by/ Creation date/ Modified date:

It will contain name of the client along with the email address. On mouse hold it will display the organizations and the contact number of the client.

It will display the date and time when the particular ticket is created. It will also display the date when the particular ticket was modified.

Towards the top it consists of the options like Reply, Labels, Action on tickets, Time tracked and Lock on ticket.

Reply:

Reply will be given to the particular client.

Reply all:

Reply will be given to all recipients as well as people.

Forward:

It is possible to forward a reply using Forward option.

Labels:

Labels can be applied to the tickets by selecting it from the drop down.

Action on Tickets

Pin:

A particular ticket can be pinned and will appear in the list of pinned items on Home page/ Dashboard. It helps for the quick viewing of the tickets.

Add time tracked:


The time can be tracked for the particular ticket by mentioning the bill time and work time and the amount for the time that is tracked. It will appear for the Time tracked tab for the ticket also for the profile of the particular staff.

Apply SLA:

SLA can be applied to the particular ticket by selecting it from the listing or there can be a custom SLA that can be applied on the ticket.

Properties:

Subject, First name, Last name and email can be updated from here.

Add note:

Note can be added for the tickets using Add note option. It is added for the better understanding between the staff members. Clients will not be able to see the notes that are added.

There are two types of notes that can be added:

Ticket note: Note that appears for the particular ticket is the Ticket note.

Client note: Note that appear for all the tickets of the client and also for the profile of the client is the Client note.

While adding either of the note there can be color that can be selected for the particular note.

Note:

Note will appear under ticket details if the admin has made the following setting:

Settings >> System section >> Module >> ticket >> Display note(s) on ticket details >> Yes

If No is selected then there will be different tab for Notes that will be displayed for tickets.

Add comment:

There can be comments that can be added for different post by the staff using this option.

Create invoice:


Invoice can be created for the particular client using this option. Invoices will appear under the invoices tab for the ticket.

Export to PDF:

Particular ticket can be exported to pdf using this option.

Link ticket:

Two tickets can be linked together using Link ticket option. It will appear under the link tab for the ticket.

Merge ticket:

Two tickets can be merged together using the Merge ticket option.

Move to trash:

Tickets can be moved to trash using this option.

Mark spam:

Particular ticket can be marked as spam and will be moved to spam folder using this option.

Ban:

Client can be banned from submitting a ticket using this option.

Time tracked:

Time spend on the ticket by the staff can be calculated by manually starting and stopping the timer. Based on this the details are to be filled.

Lock ticket:

When a particular staff member is working on the ticket then he can lock the ticket so that when other staff member opens the same ticket there will be a message that will be displayed that Staff working on the ticket. This will help for the better understanding between the staff members.

Ticket Details:

Department:

It will display the domain along with the department to which the ticket belongs.Tickets can be moved from one department to another by selecting the particular department from the drop down.

Status:

It will display the current status of the ticket. Status can be changed for the particular ticket by selecting the status from the drop down.

Priority:

It will display the priority for the ticket. Priority can be changed for the ticket by selecting the priority from the drop down.

Type:

It will display the type for the ticket. Type can be changed for the ticket by selecting the type from the drop down.

Flag:

It will display the flag for the ticket. Flag can be changed for the ticket by selecting the flag from the drop down.

Assigned to:

It will display the name of the staff member to whom the particular ticket is assigned.There can be number of staff member that can be selected from the listing to whom the ticket can be assigned.

SLA Details:

SLA plan:

The name of the SLA plan that is applied for the particular ticket will be mentioned here.

Response time:

The time required to give the response to the particular ticket will be mentioned here.

Resolution time:

The time taken by the staff member to resolve a particular ticket is the resolution time and will be mentioned here.

Towards the bottom of ticket details it will consist of options such as:

Tasks:

Particular task created by the staff members can be linked with the tickets with this option. On clicking on the link task option the particular task can be searched and attached to the ticket.

Recipients:

Recipient will be the person who is going to receive the particular ticket. Number of recipients can be added who is going to receive the particular ticket.

People:

When the particular message is to be send to the group of people then this option is used. While creating a new ticket the Cc email will appear under people.

Tags:

For the quick viewing of the tickets tags are applied. There can be number of tags that can be added for the particular ticket.

Audit log:

All the operations that are carried out on the particular ticket along with date time and operator will be mentioned here.

History:

All the tickets associated with the particular client will be listed under the history tab.

Custom fields:

Custom fields such as the Staff ticket creation, User ticket creation and feedback will be listed here. It is possible to edit the custom fields and update it except feedback.

Note:

Custom fields will appear under ticket details if the admin has made the following setting:

Settings >> System section >> Module >> ticket >> Display custom fields on ticket details>> Yes

If No is selected then there will be different tab for Custom fields that will be displayed for tickets.

Operations on Post of Ticket:

For every post it will consists of the details of the staff member or the client along with the date when the post was posted. There is a dropdown by which there can be different operations that can be carried out for the particular ticket.

Forward:

The particular post of the ticket can be forwarded using this option.

Edit:

The particular post of the ticket can be edited by the edit option.

Delete:

The particular post of the ticket can be deleted by the delete option.

Split:

It is possible to split the post into two using this option. The ticket can be either split into a new ticket or the existing ticket. For the new ticket subject needs to be mentioned here and for existing ticket a valid ticket hash is to be entered.

Internal Tickets:

Internal tickets are those tickets that are for the staff use. Clients will not be able to see these tickets. In the listing of tickets in the Inbox internal tickets will have the symbol as i before the subject.

Left panel view in Ticket listing: (Inbox)

Towards the top it will consists of the Folders along with their count.

Inbox:

All the tickets except the closed tickets along with the count will be listed here.

Draft:

Drafts that are created by the staff will be listed here along with the count. Drafts are incomplete replies by the staff that are not ready to send.

Spam:

Tickets that are marked as spam will be listed under the spam folder.

Trash:

Tickets that are moved into the trash will be listed over here along with the count.

Sent email:

Sent email along with the count will be listed here.

Domains and Departments:

Below the tickets folder it will show the domains (companies) along with the departments. Depending upon the access that the staff member has the departments will be listed.

Ticket Status:

Ticket queue shows status wise ticket count for each department.

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