The module All tickets can be used to manage trouble tickets submitted by customers. Once a customer has submitted a ticket to the support center, it will be displayed both in the "All tickets" and Active tickets module. When the administrator answers it, the ticket will be displayed in the "All tickets" module and disappears from the list of Active tickets.
If the administrator answers the ticket and closed it, the ticket will be displayed in this module.
In the "All tickets" module you can view a list of tickets, assign them to specialists or departments in charge for the issue, view the tickets' content or delete them if necessary.
- View a list of tickets
- Edit ticket
- Delete ticket
- Filter the ticket list
- Ticket details
- Switch to User panel
View a list of tickets
- ID - ticket unique identifier.
- Subject - brief description of the ticket.
- Account - customer who submitted this ticket.
- Last message - date when the last message in this ticket was posted.
- Category - ticket type and category, such Finance, Marketing, Technical support. More information can be found in the Categories module.
- Expenses - technical support fee.
- Properties - information regarding the ticket.
To delete a ticket, select it from the list and click the "Delete" icon. Confirm that you wish to delete the ticket by clicking OK on the following form.
We strongly recommend that you not delete all the tickets from this module because you may need then in the future.
Filter the ticket list
You can use the list filter to search the information about ticket by specific parameters. To initiate searching, click the "Filter" icon and fill out the form. You do not need to fill out all the fields. The search can be carried out by the subject, text, period, expense and account.
Once the filter is set, the list will be filtered by ticket. You can clear the filter that you have previously set by clicking the "Remove filter" button.
You can use this function to set filter by customer. Click the "Filter" icon.
Once the filter is set, the list will be filtered by customer. You can clear the filter that you have previously set by clicking the "Remove filter" button.
Switch to User panel
Sometimes you may need to access the control panel as your customer. To do so, select him from the list and click the "Enter" icon.
Once logged in, you may view and manage the control panel as the selected customer.
To return to your level, use the link next to the welcome line.