Ticket Module

Overview

The Tickets module helps you capture, manage, and resolve customer issues in one place. You can assign tickets, set priorities, track status, and monitor performance—ensuring faster and more organized resolution.

Key Use Cases

• Capture customer issues or feedback
• Assign tickets to team members
• Prioritize and track ticket status
• Identify overdue tickets
• Collaborate using internal notes
• Analyze performance through reports
• Organize tickets using tags

Creating a Ticket

How to Add a Ticket

• Go to Tickets
• Click Add Ticket
• Enter customer details and issue description
• Set Status, Priority, and Agent
• Click Create

Managing Tickets

• View all tickets in a list
• Use filters (Survey, Agent, Status, Priority, Tags)
• Update ticket details directly
• Track overdue tickets

Ticket Details

Click on a ticket to view:

• Customer info and description
• Status, Priority, and Agent
• Activity timeline
• Internal notes for collaboration

Reports

Track ticket performance with:

• Total, Open, Pending, Closed, Escalated tickets
• Average closure time
• Trends over time
• Tag-based insights

Tags

• Create and manage tags
• Categorize tickets
• Filter and analyze recurring issues