Overview

Ticket Management helps teams track, manage, and resolve customer issues raised through survey responses.

When a customer shares negative feedback, requests support, or reports an issue, a ticket can be created to ensure the concern is assigned, monitored, and resolved in a structured manner.

The Tickets module provides a centralized workspace where teams can:

• Create and manage customer tickets
• Assign tickets to agents
• Track ticket status and priority
• Add internal notes for collaboration
• Review customer information and survey responses
• Monitor ticket activity and resolution progress

Using Ticket Management ensures that customer concerns are not overlooked and helps teams deliver timely support and follow-ups.

Key Use Cases

• Track customer issues raised through surveys
• Manage customer complaints and service requests
• Assign tickets to team members
• Prioritize critical customer feedback
• Collaborate using internal notes
• Monitor ticket resolution progress
• Maintain a complete history of customer interactions

Accessing the Tickets Module

To manage tickets:

1. Navigate to Tickets from the main navigation menu.
2. The Tickets page displays all available tickets.

• View all tickets
• Search for tickets
• Filter tickets by Survey, Agent, Status, Priority, or Tags
• Create new tickets
• Perform bulk actions on multiple tickets

Creating a New Ticket

Tickets can be created manually whenever customer follow-up is required.

Create a Ticket

1. Open the Tickets page.
2. Click Add Ticket.
3. Enter the required information:
   • Name
   • Email
   • Phone Number
   • Description
   • Status
   • Priority
     
   • Agent
4. Click Create.

Tickets can also be created automatically through survey response workflows and automation rules, depending on your account configuration.

Managing Existing Tickets

Once a ticket is created, it appears in the Tickets list.

From the Tickets page, users can:

• View ticket details
• Update ticket status
• Change ticket priority
• Assign agents
• Add tags
• Track customer activity
• Review linked survey responses

This provides a complete view of ongoing customer issues.

Assigning Tickets to Agents

Tickets can be assigned to specific team members for ownership and follow-up.

Assign an Individual Ticket

1. Locate the ticket in the Tickets list.
2. Use the Agent dropdown.
3. Select the desired agent.

The selected user becomes responsible for managing the ticket.

Bulk Assign Tickets

To assign multiple tickets at once:

1. Select one or more tickets using the checkbox.
2. Click Assign Agent.
3. Choose the desired agent.

Updating Ticket Status and Priority

As customer issues progress, ticket properties can be updated.

Status

Common status values include:

• Open
• Closed

Priority

Common priority levels include:

• Low
• Medium
• High

Updating these properties helps teams organize workloads and track resolution progress effectively.

Viewing Customer Information and Responses

Each ticket contains information about the customer and their associated survey response.

To view customer details:

1. Open the required ticket.
2. Review the customer information displayed on the ticket page.

To view survey responses:

1. Click View Response.
2. Review the customer's submitted survey answers.

Refer to the How to View Customer Information and Survey Responses for a Ticket article for detailed instructions.

Using Internal Notes

Internal Notes allow agents to collaborate without sharing information with the customer.

To add an internal note:

1. Open the ticket.
2. Enter your note in the Internal Note section.
3. Click Add Note.

Internal notes can be used to:

• Share investigation updates
• Record follow-up actions
• Communicate with team members
• Maintain internal ticket history

Internal notes are visible only to users with access to the ticket and are not shared with customers.

Monitoring Ticket Activity

The Recent Activity section provides a timeline of actions performed on the ticket.

Examples include:

• Ticket creation
• Status updates
• Agent assignments
• Priority changes
• Internal note activity

This helps teams maintain visibility into the ticket's lifecycle.

Best Practices

• Assign tickets to an owner as soon as possible.
• Set appropriate priority levels based on customer impact.
• Use internal notes to document important updates.
• Review linked survey responses before contacting customers.
• Update ticket status regularly to reflect progress.
• Close tickets only after the issue has been resolved.

Combining survey feedback with Ticket Management helps teams identify dissatisfied customers quickly and ensure that every issue receives proper follow-up.