.e11 Help Desk Software Manual for customer support & service software
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Ticket Type allows you to segregate the tickets on the basis of problems, which helps you to assign the tickets to the concerned department or representative. Thus, saving a lot of time. Using this feature, you can create and manage the ticket type such as General Information, Problem or Complaint, Request, Question, and Internal Discussion. These ticket types will be displayed in the Inbox, as shown in the Figure 11-1-1.
Ticket Type |
Ticket Type Description |
|
General Information |
When the ticket is about information that the user wants about the company, or system. |
|
Problem or Complaint |
When the ticket submitted is about a problem such as system/server/control panel. |
|
Request |
When the ticket is about specific requests from the clients. |
|
Question |
When the ticket is about specific questions about the system. |
|
Internal Discussion |
When internal discussions within the organization are going on about a ticket. The clients cannot view these discussion threads. |
Note: While replying to, or routing a ticket, you can identify if an Internal Discussion is going on that ticket by viewing the representative notes at the bottom of the Reply page. The client cannot view these notes. To know more, refer to the representative manual.
To add a ticket type:
1. Open Ticket Management Configuration.
2. Click Ticket Type .
3. View Ticket Type Details page opens, as shown in the Figure 11-13-1. This page will show you the ticket type(s) with their unique ID.
Tip: You can also click on from the toolbar to access the View Ticket
Type Details page directly.
4. Click 
to open Add New Ticket Type. Enter
information in the required fields, as shown in the Figure 11-13-2:
Required Fields |
|
Field |
Description |
|
Ticket Type ID |
Unique ID for the ticket type. It must not be more than 4 characters. |
|
Ticket Type |
Name for the ticket type such as Problem and Complaint. |
Tip: If you want to give a space in the ticket type name, you need to use the underscore “_” key.
5. Click 
to save the information.
Example: Suppose you may want to
segregate the tickets on the basis of problems. In such a case, you have to add
a ticket type. To do so, enter a ticket type name such as Internal Discussion
with a unique ticket type ID, as shown in the Figure 11-13-2. Click .
To modify a ticket type:
1. Open View Ticket Type Details page.
2. Click the appropriate Ticket Type ID to modify the Ticket Type.
3. Modify the ticket type and click 
to save the changes.
Note: You cannot modify the Ticket Type ID.
To delete a ticket type:
1. Open View Ticket Type Details page.
2. Check the Ticket Type to be deleted, as shown in the Figure 11-14-1.
3. Click 
.
A delete confirmation box pops-up. Click 
to confirm deletion.
4. A pop-up appears, as shown in the Figure 11-14-2. Select the ticket type to which the deleted ticket type should be assigned by clicking on the Ticket Type ID.
