Tickets is an advanced tool that allows you to handle customer messages. You always know who is handling a particular ticket and the stage of completion. Thanks to the fact that each ticket has its own number you can find it in the system in seconds.
If you want to manage messages from customers, enter the Tickets tab - a list of messages will appear on the screen. The agent sees only messages from the queues to which it is assigned.
Each ticket is described by the following default columns:
- ID - unique ticket ID number,
- Subject - the subject of the message, and the customer's email address or data from the CRM,
- number of interactions within the ticket,
- Status - status which shows you at what stage the ticket is in,
- Last update - shows the date of change (status change, response to a message),
- Create date- shows the date the ticket was created in the Thulium system,
- Priority - message validity shows you whether ticktets are completed within certain times. Exceeding particular response times is indicated by colored alarm clocks,
- Assigned to - user who deals with the request (the symbol
means no assignment, if you click on it, you can select the user in question).
By expanding you can describe messages with additional columns:
Columns can be expanded by clicking left mouse button on an edge and moving the cursor.
To change the order of fields, click on such a field and then move left/right.
By hovering over the subject of a message you have the option to preview it.
Our tickets allow you to track the sending of e-mails - in case a message for some reason has not been sent (e.g. wrong e-mail address) on the list of tickets will highlight in pink.