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    Working with Tickets
    • 16 Aug 2021
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    Contents

    Working with Tickets

    • Updated on 16 Aug 2021
    • 1 Minute to read
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    Article summary

    Once the ShopCtrl Ticket Feature is configured, all incoming messages will be visible in the main ticket window.

    A ticket is an option of the Communication menu.

    ticket-table-overview

    Actions

    • Add tickets manually
    • Assign colleagues, team members, or even a team. If you assign a team, a dispatcher or a team member can decide which agent matches the best for the ticket
    • Using the More menu, some bulk options are available like delete, change status, and export tickets. You can also change the sorting of the tickets grid to show tickets with the highest priority first.
    • Open the ticket details for viewing or editing by double-clicking on the ticket row.
    • You can also click on the customer or order icons to open the corresponding items in a new tab.
    Auto-assignment

    Once an employee opens a ticket that doesn't have an assignment yet, it automatically gets assigned to the employee who opened the ticket, saving time in the everyday workflows.

    Filters

    The powerful filter option helps you to gain a better overview of the existing tickets.
    Select teams, customer(s), status-types, or categories.

    ticket-filter

    Ticket status & filter boxes

    We introduced the status and filter boxes to provide a better overview of the statistics of the current tickets.
    Clicking a status sets the filter accordingly.

    ticket-statuses-panel

    • All Open
      Filters all open tickets, whether they are expired, expiring, or requires a follow-up.
    • Expired
      Tickets that have not been resolved within the SLA deadline.
    • Expiring
      Display all tickets which have two hours left to be resolved.
    • Follow up
      Filters all tickets which are not solved yet, but are pending because of external input (for example, a supplier who needs to respond about a delivery timeframe).
    • Due Tasks
      Shows tickets with a set task.
    What's Next