A ticket is a digital record that is created when a customer submits an issue or a query. It contains all relevant details about the person and the issue, such as contact information, issue description, and interaction history, which helps in effective resolution.
Support teams receive multiple tickets everyday. Managing high volume of customer queries can be challenging, especially when dealing with varied critical and non-critical issues at different priority levels. Without an effective system for organizing, viewing, and accessing tickets, agents may struggle to resolve queries within a stipulated time causing delays and SLA violations.
Ticket views offers a range of options to categorize and view tickets based on different parameters that streamline ticket management. By using the views, agents can easily track and manage tickets based on criteria such as status, priority, and severity, ensuring that urgent issues are addressed promptly.
The ability to filter and sort tickets, enable agents to access detailed information and updates quickly, facilitating more informed customer interactions. This organized approach not only enhances efficiency, but also supports better communication, monitoring agent performance, and overall customer satisfaction.
Types of ticket list views
The Ticket module primarily has two categories of ticket views. Both view options are placed at either sides of the module to serve different purposes.
As the support team handles a high volume of tickets on a daily basis, the agents can make use of the following ticket view options for better accessibility. It provides three different ways in which the agents can view all tickets:
Classic View
It displays all vital information such as subject, customer, details, status etc. Available in all department view and specific department view.
Compact View
Available in all department view and specific department view.