A ticket is a work order that records the management, tracking, and maintenance process for an event. It also records any issues and requests that arise during this process.
This feature is useful in the following scenarios:
Recording daily user issues and their solutions.
When a customer service representative cannot immediately answer a user's question and needs to collaborate with other personnel to track and resolve the issue.
After a ticket is created, it is automatically assigned to the appropriate handler.
1. Configure ticket templates
A ticket template contains the ticket flow, processing time, handlers, and ticket components. You can set up multiple ticket templates for customer service representatives to use when creating tickets.
1.1 Create a ticket template
1. Go to Tickets > Ticket Template Configuration and click Create Template.
Field descriptions:
(1) Template Name: Enter a name for the ticket template. The name can be up to 128 characters long.
(2) Select Flow: Select a flow template.
2. Set the handlers and time limits. You can set multiple approvers for a single node. The request is approved if any one of the approvers approves it.
Field descriptions:
(1) Time Limit Type: Select Working Day or Calendar Day.
(2) Time Limit Requirement: If the time limit type is Working Day or Calendar Day, enter a number.
(3) Handler Type: Select Custom, Ticket Creator, or Temporary Designee.
(4) Handler: Enter the handler's name.
3. Configure the ticket content. Drag ticket components from the left pane to the blank area on the right to build the ticket structure. Click Preview to view the output template for the ticket.
1.2 Edit a ticket template
In the ticket template list, find the template that you want to edit and click Edit. The Edit Ticket Template page appears. You can modify the ticket configuration step-by-step, similar to how you create a new template.
1.3 Outage Ticket Template
In the Ticket Template Configuration list, find the template that you want to disable and turn off the status switch.
Note: After a ticket template is disabled, records of tickets created with this template still exist. However, you can no longer create new tickets using this template.
1.4 Delete a ticket template
In the ticket template list, find the template that you want to delete and click Delete.
2. Create a ticket
You can create a ticket in two ways:
1. Create a ticket in the Cloud Customer Service System
Go to Messages. On the right side of the page, switch to the Tickets tab and create a ticket.
2. Create a ticket from the ticket processing page
Go to Tickets > Ticket Processing. Click Create Ticket, select a ticket type, enter the required information, and create the ticket.
3. Process a ticket
Submit the ticket information based on the configured ticket structure. The ticket is assigned to a first-level handler, who can view the ticket in their list of pending tickets. If a node has multiple handlers, a handler must claim the ticket before processing it. After a ticket is claimed, other handlers at the same node cannot process it.
Go to Tickets > Ticket Processing and click Pending. You can search for pending tickets by criteria such as creation time and ticket type.
Field descriptions:
(1) Process: View the ticket's flow and perform further actions.
(2) Shelve: For tickets that require a long processing time, you can set a shelving period. This prevents the ticket from timing out before the period ends. Shelved tickets can be processed at any time and are found in the Shelved tickets list.
(3) Void: Void the ticket. This indicates that the ticket no longer needs to be processed.
(4) Assign: Assign the ticket to another person to process.
(5) Add Sign-off: Add another processing node before the current node and specify a handler.
(6) Return: Return the ticket to the submitter. The submitter can then modify the ticket content and resubmit it.
4. View ticket details
Go to Feature Center > Tickets > Ticket Processing > All. You can filter all tickets by criteria such as Ticket Handler and Ticket Type. In the ticket list, click the View button for a ticket to view its processing details.