Submitted/created tickets could be assigned and processed by trigger conditions (could be set in Service Management → Ticket → Trigger menu) or could be manually assigned to agents.
From ① All Tickets Menu, you could check overall current situation of tickets regardless of ticket’s status and assigned agent. And from other detailed menus, you could check the current situation of tickets displayed by detailed conditions such as group or ticket status.
Information which you could check by each detailed menu is as follows:
Agents could assign unassigned tickets to oneself through ‘keep’ button. Click ① Keep button, and select agent group if you belong to more than one group.
If ticket assign is set through trigger, tickets could be assigned according to the trigger conditions. In this case, to change automatically assigned agents, administrator of the service could forward the ticket to another agent. Click ② Forward button, and select agent.
If a ticket is assigned, the status of the ticket changes to ‘processing’. Customer inquiries could be processed in this state. Ticket Information, Ticket History, and Event tabs are available for tickets, and additionally, Chat History tab is displayed for tickets generated through chat widget/chat history, and Customer Information tab is displayed when customer information management function is enabled.
After filling in the contents, you can pre-check whether the banned word is included, and the final reply mail including the mail layout through ① ticket preview. Tickets could be ② processed as follows:
③ Ticket Batching function could be used when similar inquiries need to be answered at once, or when agents/groups of tickets should be changed together.
You could create new tickets through ① Create Ticket button. Tickets could be created when additional tickets are needed in the process of handling customer inquiries. The following items are required to enter when creating a ticket:
Inquiries which are difficult to resolve could be escalated to issue management type service.
If you click ① Escalation button, screen which you could select service to escalate would be displayed. Only issue management type services will be displayed in the drop box. After ② selecting the service to escalate, click confirm. Escalation screen would be displayed in the bottom of the ticket.
If you select the submission type, ③ Customer Fields which were set in [Service Management → Ticket → Field] menu of issue management service would be displayed according to the selected submission type. Fill in the customer fields, title, contents, and click ④ Escalation button to process ticket escalation.
After the ticket was escalated, the status of the ticket will be changed to ⑤ Escalation in Progress. If the ticket was processed as resolved, pending, resolve internally in issue management service, the status will be changed into Escalation resolved.
If Security Service function is activated in the contract details, Masking Personal Information button is showed in the ticket management page. Through this function, the personal information of the customer could be encrypted.
The areas where you can mask personal information when managing tickets are customer inquiries and replies from agents. Drag to select the area which needs masking, and click Masking Personal Information button. The personal information inside the page will be substituted with asterisks (*). The masked data is stored in the masked state on the database.
To remove data masking, click the substituted area. A pop-up page asking whether to remove data masking will be showed. Click confirm to remove data masking on the page and database.
If you click the ① Search Ticket button in top of the ticket list, conditions of searching tickets will be displayed. The conditions are as follows.