The Support section in the admin portal allows you to effectively manage customer support tickets, track their status, and provide timely resolution to customer queries or issues. This section provides a centralized platform for organizing and prioritizing tickets, improving customer service, and enhancing customer satisfaction.
1. Accessing the Ticket Management Section
To access the Support section in the admin portal, follow these steps:
Open your web browser and enter the URL: https://dev.openscope.in/admin/tickets
Log in to your admin account using your credentials.
Once logged in, you will be directed to the Ticket Management section automatically.
2. Creating Tickets
In the Support section, you can create new tickets to address customer queries, issues, or requests. Provide relevant details such as ticket subject, description, priority, and any associated tags or categories. Some common actions you may perform include:
Ticket Subject and Description: Clearly state the subject and describe the issue or query in detail to provide a comprehensive understanding of the customer’s request.
Priority: Assign a priority level to the ticket to indicate its urgency or importance. This helps in determining the order of resolution and ensures timely attention to critical issues.
Tags or Categories: Use tags or categories to organize tickets based on specific criteria such as product, department, or ticket type. This facilitates efficient ticket management and tracking.
3. Assigning Tickets
In the Support section, you can assign tickets to specific support agents or teams responsible for addressing customer inquiries. Assigning tickets ensures clear ownership and accountability. Some common actions you may perform include:
Assigning Tickets to Support Agents: Select the support agent or team from a list of available options to assign the ticket for resolution.
Ticket Ownership: Transfer ticket ownership to another support agent or team if necessary, ensuring smooth workflow and continuity.
4. Tracking Ticket Status
This section allows you to track the status of each ticket, ensuring visibility and transparency. You can monitor the progress of ticket resolution, view updates, and track any changes made. Some common actions you may perform include:
Updating Ticket Status: Mark tickets as “Open,” “In Progress,” “On Hold,” or “Resolved” to reflect their current status.
Adding Comments and Notes: Provide updates, add comments, or attach relevant files to the ticket, facilitating effective communication and collaboration among support agents.
Ticket History: View the history of actions taken on a ticket, including status changes, comments, and resolutions, for a comprehensive overview.
5. Ticket Filtering and Sorting
To streamline ticket management, the Support section provides filtering and sorting options. You can filter tickets based on different criteria such as status, priority, assignee, or tags, enabling you to focus on specific tickets or view tickets based on specific parameters. Additionally, you can sort tickets by various parameters such as priority, creation date, or ticket subject for better organization and prioritization.
6. Ticket Notifications
The section includes ticket notification features to keep support agents informed about ticket assignments, updates, or approaching deadlines. Notifications can be sent via email, in-app notifications, or both, ensuring that relevant support agents stay updated on ticket progress and customer interactions.
