2. Tickets
Purpose: Support request form and customer care process
In the menu => Select Additional features (1) => select Tickets (2)
List of Tickets:
- Your open tickets: List containing tickets assigned directly to the employee who is logged into the system and only displays tickets in the open state
- Undelivered tickets: List containing tickets that have not been assigned to any group or employee
- All tickets: List containing all tickets in the app
- Group list: includes tickets assigned to groups in the app. By default, only displays the list of groups that the logged-in employee belongs to (is a member of that group). Other groups' lists are hidden by default until the user later sets them to hide/show
- Employee list: includes tickets assigned to other employees in the app. By default, it is not displayed until the user sets the list of a specific employee to hide/show then.
- Each list has an index of the open tickets it contains
Arrange Tickets
- Each interface has a ticket sorting feature.
- By default, sort by creation date from the latest date.
When clicked, the ticket arrangement has a 2-zone structure
a. Area 1: Area for selecting information fields as criteria
- Ticket information group
+ Customer: text format
+ Appointment start schedule: date - time format
+ End appointment schedule: date - time format
+ Reception source: text format
+ Resolution department in charge: text format
+ Person in charge: text format
+ Pipeline: text format
+ Ticket ID: number form
+ Status: text format
+ Priority: text format
+ Acceptance form
- Ticket activity group
+ Last operation: date - time format
+ Creation date: date - time format
b. Area 2: Select area to sort order Newest/Oldest
Filter by Pipeline: Allows displaying tickets in a list by pipeline.
- Default “All pipeline”: displays all tickets in the list when in table and card view.
- When switching to a specific pipeline, you will view it in Kanban mode. The “All pipelines” option cannot be selected in the Kaban interface.
Switch interface:
- Manage tickets being processed in the system
- The ticket administration screen has 3 types:
+ Card management interface
+ Tabular administration interface
+ Kanban-style management interface
Filter: The filter structure includes:
a. Search in filter
- By default, it is enabled when the user turns on the filter feature. Users can turn on/off the filter by clicking on the search icon.
- Search information fields by keywords, display information fields that satisfy or do not find satisfactory values
b. Recently used: Group of information fields most recently used by users, default to 3 information fields most used by users. During the first use, there are 3 fields set to system default: Pipeline, Priority, Status. The other fields are then updated when the user has used the filter.
c. Ticket information
- Ticket information filter includes information fields: Resolution department, ticket ID, Customer, Description, Receiving source, Staff in charge, Group in charge, Tag, Ticket name, Appointment start schedule, Appointment schedule ended, Employee created, Phone number, Email, Address, Ticket/ST name containing words, Child Service task, Child ticket, Filter by SLA, Ticket custom field, Customer custom field.
- Filter information fields are in the following formats: Multi-option format, time format, text format, search format
d.Ticket activity: Filter tickets by time: Last activity the employee assigned the ticket to, Date created, Date closed, Last response, First response
e.Apply: Click Apply to create tickets that satisfy the settings you created
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