Tickets

Ticket is a word used in the IT industry to represent “something that needs to be solved”. Ticketing systems can help manage tasks and inquiries from the customers. It allows for faster problem resolution and better classification of said inquiries.

In this article, we will talk about tickets and how to navigate through them once you are in the App.

Ticket overview

Similar to the Conversations tab, in the Tickets tab you can also see all your past interactions with customers. However, a single ticket can contain several different conversations, regardless of the channel. As long as a ticket is open (in Live), a new email, live chat conversation or Facebook conversation from the same contact will be delivered as part of the same ticket. There are two types of tickets in Paldesk: ones created manually and those automatically generated by each new conversation.

This is how you Ticket tab might look like:

Image 1. Main screen of the Tickets tab

To search through your tickets, you can browse between My tickets and All tickets. Once you find what you are looking for, click on it and the following form should appear: 

Image 2. A ticket 

Here you can edit the assigned agent or group, and due date. You can add some tags, ticket description, and ticket notes. You can also change the ticket status. There are several statuses at your disposal: created, opened, in progress, pending, closed, closed resolved, and closed unresolved, as seen in the picture below. Ticket status is changed depending on the stage a ticket is in; a brand new ticket is ‘created’, a closed ticket is ‘closed’ etc.

Image 3. Ticket status

And that’s how Tickets tab works in Paldesk. Remember, if you come across any issues, feel free to chat with us live on paldesk.com or send us an email to support@paldesk.com. Our customer service team will be more than happy to help!