e11 Help Desk Software Manual for customer support & service software
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Ticket Management allows you to effectively manage all the parameters associated with tickets. As shown in the Figure 11-1-1, it covers features such as category, priority, status, ticket channel, ticket type and linked tickets groups associated with tickets. In addition, the section also covers how to create logical grouping of tickets, which helps you to create escalation rules, triggers, and E-mail notifications. You can also link similar tickets while replying to multiple, related tickets, simultaneously.