Managing Tickets

Table of Contents

• Manage Ticket Types
• Manage Ticket Automations

Manage Ticket Types

You can manage the type of tickets agents can handle, by defining what are the available types in the system. This can be helpful for creating reports and statistics about the performance of your operation.

Navigate to project > Tickets > Fields and select ticket_type for editing.

• Populate the Label and Export Value and press Save to create a new ticket type or overwrite an existing one.
• Reorder the existing ticket types to change in what order they appear for agents.
• Mark or unmark a ticket type as Active to change whether it appears for agents.
• Mark or unmark the field as Required to change whether it is mandatory to select a ticket type by agents or not.
• Set a Default deadline to manage SLA on ticket type-level

Manage Ticket Automations

One way of managing tickets is to set up email automations, that notify users when the status of a ticket changes. This Email Automation feature is a highly efficient tool that utilizes email templates, that can be set to be sent based on certain parameters. Here are two cases when this feature can come in handy:

Email sending is triggered by status change: Supervisors can set up an email template that is automatically sent to customers when a ticket’s status changes from one to another (e.g. moves from “Waiting from third party” to “Successfully resolved”).

Email sending is triggered by a specific status: Similarly, supervisors can set up an email template that is automatically sent to customers in a predefined time if the ticket’s status (per ticket type) changes to a specific one (e.g. ‘Waiting for third party’). Such emails can be used as reminders for customers. Additionally, at the same time, the ticket can be closed by the system as well.

This feature can be set at project > Tickets > Automations.

Tip: You can also make sure that such automated emails are added to the relevant ticket. To do that, make sure that in the selected email template the subject includes the Ticket’s title and the Ticket’s Number, which can be selected as variables and it should look like the following: {ticket.title} #{ticket.ticketNo} . Read more about email templates here.

In the below example, you can see an automation that sends a ‘Reminder’ email template to the customer, if the ticket’s type is ‘Request’ and the ticket’s status is ‘Waiting for contact’s response’ and no change happened for 2 days.

In the list of automations, you can edit or delete your existing automations.