In the Tickets module, you have the capability to access and review all tickets submitted by clients, enabling you to provide timely responses. This functionality enhances customer service management and customer relationship by effectively managing, assigning, and actively monitoring ticket statuses. It contributes to the optimization and improvement of overall customer service processes.

Brokers will be able to do the following:

The Tickets module is subdivided into two sub-menus:

1. Tickets: This section enables you to access and manage all tickets. Here, you can view and handle tickets submitted by clients, ensuring effective ticket management.

2. Reports: In this section, you can gain insights through an overview of ticket statuses, reply time metrics, and an analysis of ticket traffic over time. These reports assist in monitoring and evaluating ticket-related performance and trends.

You can navigate between Tickets and Reports via the side menu.

1. Tickets can be assigned to the appropriate personnel to handle client requests.

2. Each ticket can only be assigned to one person.

3. By default, when a user replies to a ticket, they are automatically assigned as the handler.

4. If you need to manually set or change the handler, simply click on the drop-down list and select the desired user from the available options.

To reply to a ticket, follow the steps below:

To get started with the Tickets module, you will need to install it from the CRM Marketplace. This module is free of charge.

Within the Tickets sub-menu, tickets are classified into two categories:

1. My Tickets

2. All Tickets

My Tickets

1. This section displays all tickets that have been assigned to you.

2. My Tickets are further subdivided as follows:

   • My Open Tickets: This category includes all open tickets that have been specifically assigned to you.

   • My Resolved Tickets: Here, you will find all the tickets that have been resolved and assigned to you.

   • All Tickets: This category encompasses all the tickets that have been assigned to you, regardless of their current status.

All Tickets

1. In this section, you can access all the tickets submitted by your clients.

2. All Tickets are further subdivided as follows:

   • Not Assigned: This includes all tickets that have not been assigned to any team member yet.

   • Not Resolved: This includes all tickets that are still pending resolution.

   • Resolved: This category displays all tickets that have been successfully resolved.

   • Closed: This section contains all tickets that have been officially closed.

By organizing the tickets into these categories, it becomes easier to navigate and manage the ticketing system efficiently.

1. You have the ability to change the status of a ticket, enabling improved tracking of ticket statuses and the necessary follow-up actions.

2. To change the ticket status, click on the drop-down list and select the desired status from the available options.

In the Ticket Report tab, you can access valuable insights into various aspects of ticket management. The following information is available for your review:

1. Overview of Ticket Statuses: This section provides a summary of the number of tickets categorized by their respective statuses. You can quickly assess the distribution of tickets across different statuses, such as pending, resolved, closed, or any other relevant statuses configured in the system.
3. Tickets Created by Time: This section displays the volume of tickets created time. You can hover your mouse to view more details and the breakdown of ticket statuses.

Furthermore, you have the ability to filter the data using the date range.

1. You can access the logs of each ticket, which provide a comprehensive record of all activities associated with the ticket.

2. These logs capture important details such as changes in ticket status, assignments of handlers, and any other relevant actions taken.

3. Additionally, each log entry is timestamped, allowing for a clear timeline of events related to the ticket.

4. This log feature ensures transparency and facilitates effective tracking and auditing of ticket-related activities.