Knowledge

The Tickets module helps manage support tickets effectively by allowing users to track, create, and update tickets. Key functionalities include listing tickets, creating new tickets, managing ticket forms, exporting ticket data, applying filters, searching for tickets, and performing actions like viewing and deleting. Additionally, widgets provide quick ticket insights.

Tickets Listing Page

Click on Tickets Module, in the navigation panel.

• View all tickets in a tabular format.

• Columns include: 

• Ticket #: Unique identifier for the ticket.

• Ticket Subject: Brief description of the issue.

• Requester Name: Name of the person requesting support.

• Requested On: Date and time of ticket creation.

• Others: Includes priority and related details.

• Status: Current status of the ticket (e.g., Open, Pending, Resolved, Closed).

• Actions: Options to view or delete the ticket.

Widgets

• Total Tickets: Displays the total number of tickets.

• Closed Tickets: Count of tickets marked as closed.

• Open Tickets: Number of tickets currently open.

• Pending Tickets: Tickets waiting for action.

• Resolved Tickets: Tickets marked as resolved.

Actions

• View Ticket: Click the view icon to see detailed information about the ticket.

• Delete Ticket: Click the delete icon to remove a ticket permanently.

Create Ticket

1. Click on the Create Ticket button.

2. Fill in the required fields: 

• Requester: Choose between "Client" or "Employee."

• Requester Name: Select the requester from the dropdown.

• Assign Group: Select the group responsible for resolving the ticket.

• Agent: Assign an agent to the ticket.

• Ticket Subject: Enter a brief title for the ticket.

• Description: Provide a detailed description of the issue.

• Project: Link the ticket to a project (if applicable).

• Type: Specify the type of issue (e.g., Bug, Query).

• Priority: Set the priority level (e.g., Low, Medium, High, Urgent).

• Upload File: Attach supporting files if needed.

3. Click Save to create the ticket.

Ticket Form

• Customize the ticket form to align with your business needs.

• Toggle fields on/off to include or exclude them from the form.

• Key fields include: 

• Name

• Email

• Ticket Subject

• Ticket Description

• Type

• Priority

• Assign Group

• Generate and share the ticket form as: 

• Iframe Code: Embed the form on your website.

• Direct Link: Share the form link directly.

Export Tickets

• Use the Export button to download ticket data in .xls or .csv format for analysis and reporting.

Filter and Search

• Apply filters to refine the ticket list based on: 

• Group

• Agent

• Priority

• Channel Name

• Type

• Tags

• Use the search bar to quickly locate tickets by typing keywords related to the ticket.

Status Management

• Open: Tickets that are newly created or currently being worked on.

• Pending: Tickets awaiting further action or response.

• Resolved: Tickets marked as resolved.

• Closed: Tickets that have been finalized and require no further action.

Best Practices

• Regularly update ticket statuses to maintain accurate records.

• Use the ticket widgets for quick insights and to prioritize actions.

• Customize the ticket form to improve user experience and efficiency.

• Export ticket data periodically for analysis and reporting.

Need Assistance?

For further help or questions about the Tickets module, please contact our support team at support@projeni.com. We are here to assist you!