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    Ticket Detail Window
    • 10 Aug 2021
    • 3 Minutes to read
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    Contents

    Ticket Detail Window

    • Updated on 10 Aug 2021
    • 3 Minutes to read
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    Article Summary

    Using the ticket detail window, you can add or modify (existing) ticket information.
    To display the ticket details, simply double click on a ticket or click the edit button in the main ticket screen.

    An example of the ticket detail window:

    ticket-details-window

    1. Action buttons

    The Menu section of the ticket detail window contains all necessary action buttons.

    ticket-details-action-menu

    Save (and close):
    Store this ticket (and close the ticket detail window)

    Mark closed and close
    Update the ticket status to ‘Closed’ and close the ticket detail window

    Wait for customer and close:
    Update the ticket status to ‘Waiting for customer’ and close the ticket detail window.
    The ticket will still be visible until the customer responded.

    Delete
    Remove this ticket

    Assign to me …
    Once a ticket has been opened, use this button to assign the ticket to yourself or another employee.

    Assign Group …
    Once a ticket has been opened, use this button to assign the ticket to a group or team.

    Mark follow-up
    Push this ticket to the background for a certain amount of time. After the follow-up period, the ticket will be displayed again.

    Merge
    Merge the ticket with it's duplicate.

    Add Activity
    Specify a category and hours for a new activity connected with the ticket.

    2. Ticket Priority

    Set or view the ticket priority.

    3. Ticket Status

    Set or view the ticket status. Ticket status can be managed in the Configuration menu (submenu Statuses).
    Predefined status types:

    Ticket statusDescription
    ClosedTicket was closed after solving/answering the initial question.
    Closed – Waited for customerIf a ticket conversation is inactive for a certain amount of time without a response from the customer, ShopCtrl will close the ticket automatically. The preferred inactivity time can be determined using ticket settings.
    Follow upWhen setting the ticket to a follow-up status, the ticket will be ‘off radar’ and not appear as an open ticket. After a predefined number of days, the ticket will become visible again in the ‘open’ ticket section. Please note, the ticket will also turn active again when receiving a reply.
    OpenTicket is open and requires a reply
    Open – From closeTicket was reopened after it was previously closed. A closed ticket will also reopen after a new inbound message was received.
    Open – From follow upShopCtrl assigns this status to a ticket that was previously in the ‘follow up’ state.
    Waiting for customerA message was sent to the customer. The ‘waiting for customer’ status is assigned until the customer replies.

    4. Ticket Type

    Set or view the ticket type.

    5. Customer name

    Using the email address or phone number, ShopCtrl attempts to retrieve an existing customer.
    It’s also possible to select a customer manually.

    6. Ticket Category

    Set or view the ticket category. A ticket can be assigned to multiple categories.
    You can manage the category list within the Configuration Menu -> Mail categories.

    7. Ticket Context menu

    Comments
    Read/Write internal comments. These comments will not be shared with customers and/or suppliers.
    Parameters
    Manage ticket parameters
    History
    The history panel displays extensive logging of all actions performed on this ticket.
    Attachments
    Add / download /delete attachments related to the selected ticket.

    8. Communication window

    A listing of all messages within the selected ticket. This includes all the communication channels (Mail, Phone, Whatsapp or socials), and also external messages (for example, suppliers or other web care teams). There is a clear distinction in message types.
    Light gray: incoming customer message
    Light green: reply of the customer support agent
    Blue: non-customer communication

    9. Reply section

    Click the ‘Compose customer mail’ to send a direct reply to the customer
    Click the ‘Compose non-customer mail’ to reply to a third party (teammate, supplier, etc.) A reply window is similar to the screenshot below:

    ticket_compose_non_customer_mail

    What's Next