To access the detailed information of a ticket, simply click on it.
You will have visibility into the following components:
Ticket Content: This includes the content submitted by the client as well as any responses provided by you or your team.
Handler: This indicates the specific person assigned and responsible for handling the ticket.
Ticket Status: The status of the ticket will be indicated. The available ticket statuses are as follows:
Pending: The ticket is awaiting resolution.
Reopen: The ticket has been reopened, which may occur if the issue resurfaces or if the previous resolution was unsatisfactory.
Processing: The ticket is currently being processed, indicating that the team is actively working towards resolving the issue or fulfilling the client's request.
Resolved: The issue reported in the ticket has been resolved, and it is pending verification from the client.
Closed: The ticket has been resolved and verified by the client, indicating that the issue has been successfully addressed and closed.
Owner: This refers to the salesperson or team member responsible for managing the client associated with the ticket.
Log: The activity log for the ticket provides a record of all actions, updates, and changes related to the ticket.
Search Bar
You have the ability to search for a specific ticket via the search bar via the following:
Client Name
Ticket ID
Subject
Date Range
This allows brokers to filter tickets based on a specific time frame.
Brokers can filter the date range by the following methods:
Manually select the time frame.
Select the timeframe based on the pre-set periods.
Filter
You can also filter tickets via the following options:
