Ticket processing

Ticketing instructions

In this guide, you will find concrete instructions for smooth and efficient ticket management. Among other things, you will learn how to handle messages, use internal entries, relay messages internally, and utilize transaction history.

You can find the tickets: Timetracking → Tickets

1. Top Row Functions

When you open a ticket, a new ticket management view opens. From the top row of the admin view, you can select different functions according to your needs, which are explained in the table below:

The ticket can be opened by clicking on the ticket name found in the listing.

2. Messages tab

The Messages tab shows the entire thread of the ticket. Messages of different levels have different background colors that make it easier to manage and track the ticket.

• White = received message

• Blue = sent message

• Green = internal marking

There are four icons in the top right corner of each post:

• Heart: Mark the message as a solution

• Right arrow: Forward a single message without history

• Left arrow: Reply all

• Box arrow: Open the message in a new tab

Functions:

At the bottom of the thread, you can find the functions for working on the ticket:

• Reply: Answer the ticket.

• Forward: The ticket can be forwarded to a new recipient.

• Note: Creates an internal comment, visible only to employees.

3. Responding to a ticket

When you respond to a ticket, a form opens where you can define the recipients, settings for the ticket and its delivery method.

Preparation:

• Recipients: The "cc" field can be used to add the recipients' email addresses, separated by a comma and a space.

• Include history: Add message history

• Include signature: Add a signature

Broadcast:

• Schedule: Use the calendar icon to select a time

• Preview: Review the message before sending

• Send: Send the reply as it is

• Send and set status: Change the status of the ticket upon response

4. Ticket marking

The entry works like a reply, but it doesn't go to the customer.

• Specify Email Alert Recipients ("TO")

• Preview and send will happen as in the reply

5. Ticket forwarding

The mediation form is similar to the response form:

• Specify recipients ("TO", "cc")

• Add history and signature as needed

• Add attachments by dragging or selecting

• The message can be scheduled or sent immediately

• Alternatively, change the status of the ticket when sending

6. Events tab

The Transactions tab shows all the history related to ticket processing, such as:

• Creating and receiving a ticket

• Labelling

• Changes to Assignees or Successors

7. Other functions of the processing view

Additional features available in the processing view:

• Status: Click the status to enter edit mode

• Priority: Set the importance of the ticket

• Process: Set up Työmääräyspohja

• Team: Set up a team

• Agent: Assign a responsible person

• Followers: Add people who follow the ticket

• To-Do Tasks: Create reminders and tasks

• New tickets: You'll see the customer's other tickets in the bottom left corner

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