In this article, we will talk about Tickets and how to navigate through them once you are in the App.
Once you are in a Tickets tab, you will see that there are what is called Tickets. When the client asks for support, regardless of the channel from which the user came, a ticket will be created. Ticket can be about user request, general info, report of an incident or request for change. Every single inquiry came to the Paldesk, and then agents need to determine what is ticket all about.
In Paldesk, Ticketing Management System is divided depending on how the ticket is created. It can be an Intern – an agent creates it inside the Paldesk or it can be External – user request. Let’s see how it works in practice:
Picture 1. Ticket list
There will be the list of all tickets that came to you. If you click on the button All tickets just below the search bar you can see all the tickets that came to your agents. Let’s see a closer look of a ticket:
Picture 2. Ticket overview
This is the Ticket overview. Here you can see all the details you need. You can add Tags, notes, Ticket description, change the name of a ticket, see who is Affected entity or current Assignee. The most important one to mention is that you can see Ticket activity and the current status of a ticket. Ticket activity is important because there you can see the whole conversation which can later help you to resolve. Ticket status can be:
- In progress
- Closed resolved
- Closed unresolved
Let’s explore a little more about tickets. On the side, you can see that there is a tab menu where you can see Contact info, Contact conversations, and Contact tickets.
Contact info holds all the information about the client who reached you. Agents fill those data manually depending on the need or importance of the data.
Picture 3. Contact info
In Contact conversation tab you can see the list of all the conversations that you had with that client. Clicking on every single conversation opens in a tab, so the agent can quickly view all conversations in one place. On the other hand, in Contact tickets tab you can see the list of all tickets that user had. This will help your agent to have insights in all interaction with a particular client.