Ticket Status Updates: #
- The status of a ticket helps track its progress. As the ticket is worked on, it’s important to update the status:
- New: A ticket that has just been created and needs to be addressed.
- Open: The ticket is being worked on.
- Pending: The issue is awaiting a response or further action (e.g., awaiting customer input or third-party assistance).
- Resolved: The ticket has been resolved and the issue is closed.
Assigning and Reassigning Tickets: #
- Support tickets can be assigned to specific team members. If a ticket needs to be reassigned, it can easily be updated with a new assignee.
- Click on the ticket’s title to view its details.
- In the Assigned To field, select a different team member if necessary and click Save.
Updating Ticket Information: #
- You can update a ticket’s information at any time by opening the ticket’s details page.
- Change Description: If new information or context is added, the description can be updated.
- Add Comments: Support agents can communicate within the ticket by adding internal comments. These comments are only visible to the team, not to the customer.
- Change Priority: If the issue becomes more urgent, the priority can be adjusted.
Communication with Customers: #
- Once a support ticket has been assigned to an agent, the customer will often need updates.
- Support agents can communicate with customers via the Ticket Discussion area.
- Responses will be sent directly to the customer’s email address.
- You can also reply to tickets directly from the CRM, which sends an email to the customer and updates the status.
Ticket Resolution: #
- Once a support agent has addressed the customer’s issue, they can mark the ticket as Resolved. The customer will be notified of the resolution.
- If the customer is satisfied with the solution, the ticket will be closed.
- If the customer is unsatisfied, the ticket will remain open or be reassigned for further work.
