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
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
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