Ticket Management System
The Tickets section allows users to track and manage support requests, customer inquiries, or internal issues efficiently. Users can create new tickets, manage their status, and configure ticket forms.
Accessing the Tickets Section
- Navigate to the Tickets module from the sidebar.
- The dashboard displays an overview of:
- Total Tickets
- Closed Tickets
- Open Tickets
- Pending Tickets
- Resolved Tickets
Creating a Ticket
Accessing the Tickets Section
- Navigate to the Tickets module from the sidebar.
- The dashboard displays an overview of:
- Total Tickets
- Closed Tickets
- Open Tickets
- Pending Tickets
- Resolved Tickets
Creating a Ticket
- Click “Create Ticket” on the Tickets dashboard.
- Fill in the following details:
- Requester: Select if the requester is a Client or Employee.
- Requester Name: Choose the individual who submitted the request.
- Assign Group: Assign the ticket to the relevant support or operations team.
- Agent: Assign a team member responsible for handling the ticket.
- Project: Link the ticket to a specific project if applicable.
- Type: Select the type of issue (e.g., Sales, Support, Technical).
- Ticket Subject: Provide a concise subject for the request.
- Description: Enter a detailed description of the request or issue.
- Upload File (Optional): Attach supporting documents or screenshots.
- Click “Save” to create the ticket.
Managing Ticket Status
- Tickets can have different statuses, such as:
- Open: The ticket is active and requires attention.
- Pending: Waiting for additional information or resolution.
- Resolved: The issue has been addressed.
- Closed: The ticket is finalized and no further action is needed.
Configuring the Ticket Form
- Click “Ticket Form” on the Tickets dashboard.
- Enable or disable specific fields such as:
- Ticket Description
- Type
- Priority
- Assign Group
- The system generates an iFrame Code and a Direct Link to integrate the form into external platforms or websites.
- Adjust the width and height to fit the website layout.
Exporting Tickets Click “Export” to download ticket records in a structured format for reporting and analysis.