Having Ticket Details within a system ensures that customer support teams have the necessary information to address issues promptly, track progress, and maintain a record of interactions. This contributes to efficient customer service, improved communication, and a better customer experience.
To View the Ticket details,
- Navigate to the Tickets module from the left menu bar
- Select and click on the Title of the created ticket, you will be redirected to the detail screen
- This detail screen has the following widgets by default,
- Ticket Card: This gives you the details of the Ticket Title, ID, Ticket Thumbnail which appears based on the title and, Upcoming SLA due time
- Ticket Details: This Widget displays all the Ticket details
- Stage Details: This will display the current pipeline and stage of the ticket
- Editor: This allows you to post a reply or note on the ticket.
- Associated Contact: This widget displays the details of the Contact associated with the Ticket
- Company Details: This widget displays the details of the Company associated with the Ticket
- Associated Conversations: This widget will display the conversation that is associated with the ticket.
- Files: This will display uploaded attachments that are associated with the ticket.
- You can perform the following actions on the ticket from the Action button
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Edit Ticket
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Clone
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Delete Ticket
- Delete Tracking Logs
- Customize Layout
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- You can post a Note or Reply to the ticket
- You can also Update the Stage of the Ticket
- The timeline will display various timeline entries about the events that occurred in the ticket history, internal notes posted by users, replies posted by users, and contacts.
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