Ticket handling processes
Ticket handling
Tickets are the initial requests from contacts that are processed.
This process comprises four steps:
- Reporting a request
- Receipt via email, form in the CM/Track customer portal, or phone call
- Automatic search for similar tickets
- Sending a confirmation of receipt
- Processing
- Acceptance and classification of the ticket
- Setting reminders
- Creating tasks
- Combining multiple tickets into one parent ticket
- Resolution
- Accepting the implementation or reopening the ticket
- Communicating the solution to the contact via the CM/Track customer portal or by email
- Documenting solution times for reporting
- Creating an FAQ article
Activities in the ticketing process
The following general activities are available depending on the status of the ticket:
View Tickets | New
- Work on ticket: Opens a form in which the ticket is categorized. Select the category and priority of the request and set a target date for completion. You can also add a comment to the ticket.
- Assign ticket: Select an agent to whom you want to assign the ticket. You can leave a comment directly.
- Close ticket: Opens a form for closing the ticket. You can decide whether you want to create an FAQ entry or automatically notify the contact about the closure.
- Cancel ticket: Closes the ticket permanently without a closure log or customer notification.
View Tickets | Active
- Create task: Opens a form for creating a new task. Tasks are used to track individual steps required to process the incident. They can be assigned to different agents. The task is automatically linked to the incident.
- Set on hold: Opens a form in which you can select the date on which the resubmission should automatically end. Alternatively, you can select a time period. The ticket is moved to the resubmission and automatically returns to the active process when either the resubmission date is reached, an email has been received for the ticket, or the contact has written a comment in the portal. You can also manually remove the ticket from the resubmission at any time.
- Email has been read: Removes the email overlay that appears when an email has been received for the ticket.
- Adjust timebooking: Opens a form in which you can edit the time entries entered for the transaction, see Time booking.
- Close ticket: Opens a form to close the ticket. You can decide whether you want to create an FAQ entry, automatically close the linked sub-tickets and/or automatically inform the contact about the closure:
The following activities relate to linking to other tickets, e.g. parent and child tickets, issues and changes. The activities corresponding to the current links are available in each case:
View Tickets | Active
- Refresh similar tickets: Opens a form where you can select a time period for searching for similar tickets. Similar tickets are determined based on the subject, first history entry and category, and are displayed in the detailed data.
- Select parent ticket: Opens a form with a ticket search. The selected ticket is linked to the current ticket as a parent ticket. If there are multiple incidents on the same topic, you can work on the parent ticket and automatically close the sub-tickets after the parent ticket is completed and notify the contacts that the problem has been resolved.
- Change parent ticket: Opens a form where you can remove the relationship to the parent ticket or select a new parent ticket.
- Add child ticket: Opens a form with a ticket search. The selected ticket is linked to the current ticket as a sub-ticket. If there are multiple incidents on the same topic, you can work on the parent ticket and automatically close the sub-tickets after the parent ticket is completed and notify the contacts that the problem has been resolved. The sub-tickets are displayed in the Details and Related tickets sections.
- Remove child ticket: Opens a form with a list of linked sub-tickets. For tickets whose links you want to delete, check the Remove box to delete the links when you confirm the form.