Customers → Tickets is the support queue. A ticket is raised either by staff or by a customer from their own portal, and it carries the conversation with the customer in one thread.
What a ticket shows
- Number - the ticket reference.
- Subject, Category, Priority, Status.
- Access Code - the customer the ticket is about, where it is linked to an account.
- Last Message - when the conversation last moved.
Raising a ticket
Creating a ticket records:
- Ticket Details - the subject, category, priority, and status.
- Customer - optionally link the ticket to the subscriber it concerns.
- Assignee - the staff member who owns it.
- First Message - the opening description of the problem.
- Customer SMS - optionally notify the customer by SMS when the ticket is created.
Handling tickets
Filter the queue by status, priority, or category, and assign work to staff. Replies on the ticket are visible to the customer in their portal's My Tickets area, so the thread doubles as the record of what was agreed. Closing the ticket clears it from the open queue.