Tickets are the foundation of customer support in a helpdesk system. Every time a customer reaches out—whether via chat, email, phone, or form—a request is turned into a "ticket." Tickets help organize and manage demands, ensuring no request is overlooked.
Example Use Case
Imagine a tech company that receives numerous daily support requests, such as technical questions, issues, or suggestions. Using tickets allows the team to view all requests in one place, set priorities, and assign each ticket to a specific agent, streamlining the support process.
Practical Tutorials
In this article, you’ll find a step-by-step guide for the actions below. If you want to jump straight to a specific section, just click on the title.
- Create Tickets
- Clone, Merge, and Delete Tickets
- Other Resources: Link a Ticket to Another or View Ticket Analysis
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01. Create Tickets
Navigate to the + icon in the top-left corner.
Click on New Ticket.
Choose whether the ticket will be Public (visible to customers) or Internal (visible only to agents).
Fill in the required information.
Creating a ticket requires completing several fields to help the support team better understand the request and prioritize it. It starts by identifying the Requester and specifying the Service related to the need.
Next, you should define the Category (e.g., question, suggestion, or issue) and the Urgency of the request, which helps the team prioritize it. You can also include a Resolution Forecast to set time frame expectations.
To ensure the request is properly directed, select the Assignee and add Tags to facilitate future searches. If you want others to follow the progress, include their email addresses in the Cc field.
Other detailed information, such as the Ticket Subject, helps to provide context for the request. In the Public Action or Internal Action fields, you can record actions and activities performed, specifying the Date, Start, End, and Logged Time. Additionally, you should complete the Hour Type, indicate the Time logged, and define an Activity and a related Value for the service provided.
Finally, additional options are available for specific adjustments, completing the ticket creation process with all necessary information.
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02. Clone, Merge, and Delete Tickets
Navigate to Tickets in the left-hand menu.
Select the ticket you want to perform an action on.
Click on Options
.
Still under Options, you can:
Start a Chat with the Customer:
Opens a live chat for direct, real-time interaction with the customer, making it easier to resolve doubts immediately.
Apply Macros:
Allows you to select predefined automated actions to facilitate ticket handling. Favorite macros appear first for quick selection. Examples include: Assign to me and start service (assigns the ticket to the agent and marks it as in progress), Customer not responding (indicates that the customer has not responded, possibly closing or pausing the ticket), and Ticket assigned to development (redirects the ticket to the development team for technical follow-up).
Schedule Automatic Opening:
Schedules the ticket to open at a future date and time, allowing it to be activated automatically as needed.
Ticket Details:
Displays all general information about the ticket, such as its current status, type of request, and other characteristics.
Print Ticket:
Allows the ticket to be downloaded as a PDF for saving or printing.
SLA Details:
Displays the service conditions applicable to the ticket, including deadlines and priority criteria.
Time Tracking:
Records the time spent and activities performed on the ticket, allowing for productivity tracking and calculation of hours allocated to the service.
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03. Other Resources
Link a Ticket to Another:
The Add Link button is useful when there are interconnected requests or issues, allowing agents to track the progress of all related tickets in one place and maintain an organized history of interactions and solutions.
Choose whether to create a related ticket or link to an existing one:
- Parent Ticket: the main ticket that groups other related tickets.
- Child Ticket: a ticket associated with the parent ticket, representing a linked case.
View Ticket Analysis:
The View Analysis button displays important information about the ticket:
Client: Identifies who opened the ticket.
Intent: Main goal of the request.
KB Test: Indicates if the client consulted the knowledge base beforehand.
Sentiment: Emotional tone of the client (e.g., "Confused").
Satisfaction: Satisfaction score (0 to 10).
Churn Risk: Likelihood of the client canceling the service.
Request Summary: A synthesis of the ticket’s subject.
This data helps the agent understand the context and adapt their support to better assist the client.