The Ticket Settings module provides an efficient system for addressing problems, queries, or difficulties raised by employees or clients. It allows configuration of Ticket Agents, Ticket Types, Ticket Channels, Reply Templates, and Ticket Visibility to streamline issue resolution processes.
Key Features #
- Ticket Agents
- Employees assigned to respond to tickets and resolve discrepancies.
- Ticket Types
- Categories for organizing tickets based on common issues raised by employees or clients.
- Helps in segregating and managing tickets efficiently.
- Ticket Channel
- Controls the platforms (e.g., email, portal, or chat) through which tickets can be submitted.
- Enables or disables specific channels based on company policies.
- Reply Templates
- Pre-written messages that acknowledge ticket submission.
- Ensures prompt communication, informing users their concerns are being addressed.
- Ticket Visibility Settings
- Manages which tickets agents can view, ensuring focused access based on roles or assignments:
- All Tickets: Agents can view every ticket in the system.
- Tickets in a Group: Agents can only view tickets assigned to their group or department.
- Assigned Tickets: Agents can view only tickets directly assigned to them.
- Customizable to improve efficiency and maintain privacy where needed.
- Manages which tickets agents can view, ensuring focused access based on roles or assignments: