Antbuddy.us
  • AntBuddy Inc Documents
    • WhatsApp User Guide
    • Guide to Setting Up WhatsApp on AntCRM
    • Guide to Managing Chats with Whatsapp Customers
    • How to Add and Use Omni Message Templates?
    • Guide to Setting Session
    • Guide to Creating and sending Whatsapp SMS campaign
    • Guide to Sending the Product Carousel
    • Cross-Channel Campaign Guide
    • Guide to sending Product Sample Messages on WhatsApp (Product Catalog)
    • Guide to Register and Payment
      • Register and Login
        • 1. Register
        • 2. Log in
      • Payment
    • AntCrm Customer Management
      • Settings
        • Create users
        • Create group
        • Invite users to the company
        • View permissions
        • Activity permissions
        • What is Ticket? How to create Ticket?
      • Conversation
        • Omni Facebook user guide
          • 1. Facebook integration
          • 2. Setting Up Facebook Fan page
          • 3. Message Management
            • 3.1. Sending Message
            • 3.2. Viewing Conversation History
          • 4. Comment Management
            • 4.1. Customer Support Commenting
            • 4.2. Hiding comments
            • 4.3. Editing comments
            • 4.4. Delete Comments
            • 4.5. Liking/Unliking Comments
          • 5. Post Management
          • 6. Changing the Session Owner
          • 7. Adding support user
          • 8. Tagging session
          • 9. Sending images
          • 10. Marking done
          • 11. Adding message template
            • 11.1. Add/Edit/Delete templates
            • 11.2. Using message template
          • 12. Setting Up Session Timeout
          • 13. Configuring the Timeout
          • 14. Setting Up Auto-Reply and Sending Messages
          • 15. Setting Up Response Time and Pre-Expiration Warnings
          • 16. Customer operations
          • 17. Marking unread
          • 18. Setting up Omnichannel chat Categories
          • 19. Configuring layout
        • Zalo OA user guide
          • 1. Zalo OA integration
          • 2. Setting page
            • 2.1 Add user support
            • 2.2 Auto assign feature and Assignment Mode
            • 2.3 Configure tagging for new customers
            • 2.4 Configure lead source
          • 3. Message Management
            • 3.1 Sending message
            • 3.2 Viewing Conversation History
          • 4. Changing the Session Owner
          • 5. Adding support user
          • 6. Tags
          • 7. Sending images
          • 8. Marking done
          • 9. Adding Message Template
            • 9.1 Add/Edit/Delete
              • 9.1.1 Adding a Message Template
              • 9.1.2 Editing message template
              • 9.1.3 Deleting message template
            • 9.2 Using message template
          • 10. Setting Up Session Timeout
          • 11. Configuring the Timeout
          • 12. Setting Up Response Time and Pre-Expiration Warnings
          • 13. Marking unread
          • 14. Setting up Omnichannel chat Categories
          • 15. Configuring layout
        • Instagram use guide
          • 1. Instagram integration
          • 2. Using Instagram Omni conversations
            • 2.1 Guide to setting up Instagram on AntCRM
              • 2.1.1 Adding support
              • 2.1.2 Assignment configuration
              • 2.1.3 Interactive Configuration
          • 3. Manage chat with customers
            • 3.1 Send message to customer
            • 3.2 View session history
          • 4. Comment Manager
            • 4.1 Hide comment
            • 4.2 Delete comment
          • 5. Change the person assign to session
          • 6. Adding user support
          • 7. Tags for session
          • 8. Send image
          • 9. Mark as done
          • 10. Adding message template
            • 10.1 Add/Edit/Delete template
            • 10.2 Using messenger template
          • 11. Setting up session timeout)
          • 12. Setting Up Response Time and Pre-Expiration Warnings
        • Whatsapp use guide
          • 1. Integrate whatsapp on CRM
          • 2. Setting whatsapp on CRM
            • 2.1 Adding user support
            • 2.2 Setting close session
            • 2.3 ssignment Configuration
            • 2.4 Interaction Configuration
          • 3. Managing Chats with Whatsapp Customers
            • 3.1 Send message
            • 3.2 Viewing Conversation History
            • 3.3 Changing the Session's Assigned Agent
          • 4. Adding a Support User
          • 5. Tagging a Session
          • 6. Sending image
          • 7. Marking a Session as Completed
          • 8. Adding, Edit and Delete omni message template
          • 9. Session Closure Time
          • 10. Configuring the wait time
          • 11. Setting response Time and Pre-expiration Alerts
          • 12. Creating Whatsapp SMS campaign
          • 13. Sending Whatsapp SMS Campaign
          • 14. Sending the Product Carousel
          • 15. Cross-Channel Campaign Guide
          • 16. Create WhatsApp Template via Meta Business Suite
          • 17. Run Template in AntCRM platform
        • Shopee use guide
        • Live chat use guide
        • Lazada use guide
      • Report
        • View Omnichannel conversation report
      • Customer Experience Management
        • 1. Customer survey setting
          • 1.1 Conversations
          • 1.2 Call Center
          • 1.3 Rating criteria setting
          • 1.4 Setting landing page
        • 2. How to use the Agent interface
        • 3. Satisfaction Report
      • Antring Call Center
        • Setting
          • 1. Antbuddy PC
          • 2. Yealink T19 E2 phone
          • 3. IP Phone Grandstream GXP 1610
          • 4. Reset password for administrators
          • 5. Block spam numbers on the AntBuddy admin page
          • 6. Create a user on Call Center
          • User manual for AntBot ChatBot
            • 1. Integrating multi-channel messaging with AntBot Chatbot
            • 2. The basic features of AntBot Chatbot
            • 3. Use Cases of AntBot Chatbot
            • 4. Detailed explanation of the Chatbot node
  • Integration Document Guide
    • AntRing
      • API Registration
      • Use API
      • API List
      • Error Code
    • AntBot
      • AntBot API
      • Voice OTP
      • HTTP Response
    • AntCrm
      • ApiRing AntCrm apis description
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  1. AntBuddy Inc Documents
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  3. Settings

What is Ticket? How to create Ticket?

1. Introduction about ticket:

A ticket, also known as a support request, is a ticket recording information related to a customer problem or request for support/help services. Tickets help businesses record and track so that they can quickly support customer issues or service requests.

Benefits when using Ant CRM for ticket management:

  • Manage multiple contact channels centrally in just one software interface.

  • Receive, filter, classify and distribute requests to the correct department quickly and completely.

  • Assign responsibilities to each person and handle problems when assigned.

  • Monitor the processing status of the ticket.

  • Search for a ticket quickly.

  • Filter by tickets that are priority and need to be handled urgently.

  • Automated system with settings for transfer, processing, reporting, and tracking rules to ensure requests are always handled effectively.

  • Satisfy customers on time with SLA standards, become a trusted place in the industry and build a strong brand.

2. How to create Ticket?

Tickets can be created by all authorized employees in the company.

There are many different ways to create Tickets. Currently the system supports 5 ways to create Tickets

  • Create manually: Enter the detail information of ticket manually on the tickets creation page interface

  • Email: Automatically create tickets for emails pushed to email forwarder

  • Facebook: Automatically create tickets for messages or comments on the page

  • Create tickets quickly

  • Marketing Automation: Tickets are automatically created from Marketing Automation

2.1. Create manually

Step 1. In the menu list on the left, choose Ticket→ choose Create Ticket

Step 2: Enter the necessary information

This includes the following information:

Field name

Required

Description

Title

Yes

Title of ticket

Brief

No

Content describes the assigned work

Customer

Yes

Customers related to the assignment ticket: the person requesting support, the object to contact, getting information...

Category

No

It is a level 1 category, used to classify tickets.

Sub category

No

It is a level 2 category (a subcategory of the level 1 category), used to classify tickets.

Sub sub category

No

Is a level 3 category (a subcategory of level 2 category), used to classify tickets.

Priority

No

It is necessary to rely on the customer's problem to give appropriate priority for handling. For each priority level, there will also be a separate processing time. There are 4 priority levels:

  • Urgent

  • High

  • Medium

  • Low

SLA

Yes

SLA is a service quality agreement between the business and the customer. Ant CRM supports creating many SLA standards with reminder levels and ticket deadline warnings, helping employees not miss or be late for appointments with customers.

Group

No

Assign

No

Specific employees are assigned tickets. Note: to apply group assignment rules, do not choose employees.

Order

No

Order between business and customer

Channel

No

Support channel or channel that received the complaint request

Resolution type

There are 4 resolution types:

  • Send feedback

  • Duplicate information

  • Spam

  • Other

Attach

No

Related attachments, can be product details or complaint details, images...

Tag

No

Tags are assigned to tickets to classify tickets

Step 3. Press Save button to complete the new ticket creation.

2.2. Automatically create tickets for emails pushed to email forwarder

See details in Instructions to configure automatic ticket creation from Email and Omni channels

2.3. Automatically create tickets for messages or comments from Facebook Fanpage

See details in Instructions for configuring automatic ticket generation from Email and Omni channels

2.4. Create tickets quickly

This is a quick step to create a Ticket, you can create a customer no matter where you are on any page of Ant CRM.

Step 1. Press Create button at the top of the page

Step 2. Press Create Ticket

The page goes to the Create Ticket page

Step 3. Enter information and press Save the same way as creating manually.

2.5. Tickets are automatically created from Marketing Automation

See details in How to run Marketing Automation processes?

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Last updated 1 month ago

The group in charge of the assigned tickets will often choose groups with an so that the assignment is automatically spread evenly among group members.

Assignment rule