View and Manage Ticket Section
Click 'Admin Panel' > 'Ticket'
- The 'Tickets' section lets you configure various important Service Desk settings:
Click the following links to find out more about each component:
- Ticket - Default
status and priority are adjusted. Agent collision
avoidance feature prevents a ticket from being checked by multiple agents. The
duration for agent collision avoidance is set from this page. Ticket number format can be configured.
- Auto response - Auto response settings can be
set from this page. Auto response can be sent when a new ticket is created by
user and agent. The email templates are used for auto response function.
- Alert and notices - The alert and notices provide
real-time notifications as email and In-App Notifications to the Agents for new
ticket creation and ticket assignment.
- Statuses - In status new
ticket statuses can be added, and the existing statuses can be edited.Ratings - The rating module
allows users to rate their satisfaction with the customer service and
goods. New ratings can be created for the users.
- Close ticket workflow - This module can be used to
create a workflow that closes tickets after a certain period of time after the
agent replies on the ticket.
- Locations - This will used to
create multiple locations. The ticket’s location can be specified with this
feature.
- Ticket Types - Agents can categorize tickets easily using this ticket types. We can create a new ticket type based on our requirement.
