The tickets are advanced tool which allows to handle messages from the customers. You always know who take care the ticket and what is the realization stage. Owing to that the every ticket has got a unique number so you can find it in the system in few seconds.
If you want to manage the tickets from the customers go to the Tickets tab - on the screen will appear the list of tickets. An agent see only messages from the queue that is assigned.
Each messages is described by following columns:
- Subject - the subject of ticket, it unique number and e-mail address of the customer
- # - number of messages as part of the ticket
- Status - the status that shows what is the realization stage of the ticket
- Change date - shows the change date (change status, answer to messages)
- Create date - show the create date
- Priority - the importance of the message, shows you if the tickets are realizing in defined times - exceeding individual reaction times is marked with colored dots
- Assignee - a user who takes care the tickets
By expanding you can describe the messages additional information:
By hovering on the message you have to possibility to see it. If the message is not assigned to any agent, you can assign it to yourself by clicking the button .
Our Tickets let you track send e-mails - in the case when the message for some reasons have not sent (for example: incorrect e-mail addresses) it will be highlighted in red on the ticket list.
Tickets filtering
You can searching messages using more advanced filters: