View Tickets

Brokers will be able to do the following:

View Ticket Details

To access the detailed information of a ticket, simply click on it.

You will have visibility into the following components:

1. Ticket Content: This includes the content submitted by the client as well as any responses provided by you or your team.

2. Handler: This indicates the specific person assigned and responsible for handling the ticket.

3. 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.

4. Owner: This refers to the salesperson or team member responsible for managing the client associated with the ticket.

5. 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:

1. Client Name

2. Ticket ID

3. Subject

   

Date Range

1. This allows brokers to filter tickets based on a specific time frame.

2. Brokers can filter the date range by the following methods:

   1. Manually select the time frame.

      
   2. Select the timeframe based on the pre-set periods.

      

Filter

You can also filter tickets via the following options:

1. Ticket Status

2. Reply Status