Managing Tickets

Create Starred Ticket Views 

1. Click the hamburger menu icon at he upper-left corner of the home screen.
   
   
2. Notice that all starred ticket views are displayed at the top of the tickets views list.
   
   
3. Long press a ticket view.
   
4. Click Star to mark the ticket view as starred view.
   

1. On the home screen, click the hamburger icon at the upper-left corner.
   
2. In the displayed screen, click the Department drop-down arrow, as shown in the image below.
   
   
3. From the displayed list of departments, select the required department.
   
4. Notice that the tickets related to the selected department is now displayed for you.
   
5. You can also select All departments to view tickets from all departments. This option is applicable for feeds and also tickets.
   

1. Click the magnifying glass icon. 
   
   
2. In the Search Tickets field, do one of the following.
   
3. Click inside the text field, enter the search text.
   
4. Then, click the search filter icon at the upper-right corner of the page.
   
5. Choose either from all departments or from the current department.
   
6. From the displayed list of tickets, select the required ticket.
   

Performing a voice search

1. Click the mic icon in the search field.
   
   
2. In the dialog that appears, choose 'Yes' to proceed further.
   
   
3. Dictate your search text.
   
   
4. Once voice input is stopped, the results are displayed.
   

For information on how your voice input is processed, please refer to Google's privacy policy. Visit https://myaccount.google.com/intro/activitycontrols for managing your data.

1. On the home screen, click the hamburger icon at the upper-left corner.
   
2. In the displayed screen, scroll down the screen to see all the tickets views. 
   
3. From the listed views, select the required view.
   
4. You can view the tickets pertaining to that particular view. 
   

1. On the home screen, click the add icon at the bottom-right corner of the screen, as shown in the image below.
   
   
2. In the Add Ticket page, enter the details as shown in the image below. 
   
   
3. In the Description field, you can edit your text content using the Rich Text Editor.
   
   
4. Click the Attachment icon to directly attach a file to the ticket.
   
5. Click the Layout Refresh icon to update the fields as and when you make changes to the fields.
   
6. In the Description field, you can enter a description using Rich Text editor.
   
7. Click the right mark at the upper-right corner to save the ticket.
   

Send as email

If this option is enabled in web application settings, the Send as email option in the mobile application is enabled in the ticket creation page, where, the customer receives a copy of the ticket as an email.
            

Setting Ticket Due Date

1. In an open ticket, click the Set Due Date drop-down arrow.
   
2. In the displayed calendar, set the due Date and Time of ticket resolution.
   
   

Setting Ticket Status

1. In an open ticket, click the status drop-down arrow.
   
2. In the displayed list of statuses, select the required status.  
   
   

Setting Ticket Priority

1. In an open ticket, click the priority drop-down arrow.
   
2. In the displayed list of levels, select the appropriate one.
   
   

Ticket Actions

You can perform the following action on a ticket using the more actions icon.
          

Actions	Enable you to
Edit ticket	Edit existing details in the ticket
Move	Move the ticket from the existing department to another
Revoke Blueprint	Revoke a blueprint which is already applied to a ticket
Delete	Delete the ticket
Spam	Mark the ticket as spam
Followers	Add other agents as followers to the ticket
Apply Macro	Choose macros that you can apply to a ticket
Approvals	Add an approver or approvers for an action
Facebook reply	Reply to the comment via Facebook
Twitter reply	Reply to the Twitter comment via Twitter
Twitter direct message	Send direct message to the contact via Twitter
Reply	Reply to the ticket comment
Forward	Forward the ticket to another agent
Share URL	Share the ticket URL with another agent
Closure Notification	Send a copy of the closed ticket to the end user

Viewing Ticket Details, History, and Articles

1. Open a ticket.
   
2. Click the more icon at the upper-right corner.
   
3. If required, click the Edit button to edit the ticket details.
   
4. Select the Details tab to view ticket details.
   
5. Similarly, click the History tab to view the history of the ticket.
   
   
6. Click Articles to view suggested articles for this particular ticket. You cannot add an article but can view, copy and paste, and share the articles.
   
   

Editing Tickets

1. Open a ticket that you want to edit.
   
2. Click the more actions icon, and select Edit Ticket.
   
   
3. Edit the required fields.
   
   
4. Click the right mark at the upper-right corner.
   

Spamming or Deleting a Ticket

1. Click the more icon at the upper-right corner of a ticket.
   
2. Select Spam.
   
3. A pop-up message appears to confirm if you want to mark only the tickets as spam or mark the contact also as spam.
   
4. If yes, click OK.
   

1.  Click the more icon at the upper-right corner of a ticket.
   
2. Click Delete.
   
3. Click Delete in the pop-up box to confirm deletion of the ticket.
   

Sharing URL and Adding Followers

1. Click the more icon at the upper-right corner of a ticket.
   
2. Click Share URL.
   
3. Choose one of the options displayed in the image below.
   
   

1. Click the more icon at the upper-right corner of a ticket.
   
2. Click Followers.
   
3. Search for agents whom you would like to add as followers to the ticket.
   
   

Adding Approvals and Applying macro

1. Click the more icon at the upper-right corner of a ticket detail page.
   
2. Click Approvals.
   
   
3. Click the Add icon in the approvals page.
   
   
4. Select the approver, enter a subject line, and enter a description for the approval in the Submit for approval page.
   
   
5. Click Done once you enter all the details.
   
6. Click the filters icon in the Approvals page, and pending approvals or all approvals to see the approval requests for the ticket.
   

How to apply a macro for a ticket

1. Click the more icon at the upper-right corner of a ticket detail page.
   
2. Click Apply Macro.
   
   
3. From the displayed list of macros, select a macro that you want to apply to a ticket.
   
   
4. Or, click search to search for a macro.
   

Blueprint for Status

You can apply the blueprint option only to the status field of a ticket. It will not affect any other field in the ticket.

How to view blueprint information

1. Open a ticket.
   
2. Click the current state icon on the ticket details view page.
   
3. In the Current state pop-up, you can view the transitions in the blueprint.
   
   
4. Click the Blueprint info button.
   
5. View the details pertaining to the blueprint on the page. You can only view the information but cannot add information on the mobile application. You can do so only in the web application.
   
   

How to change transition

1. Click the current state icon on the ticket details view page.
   
2. In the Current state pop-up, you can select a transition, which opens the respective transition information page.
   
3. Select the required options from the displayed list of pick list, multi-select picker, due date, assignee, attachment, and so on based on the transition requirements that you set on the web application.
   
4. Click Next transitions and select the appropriate transition options that you want to set.
   

How to revoke blueprint 


To revoke a blueprint which is already applied to a ticket, perform the following:

1. Click the more actions icon and select Revoke Blueprint.


2. Observe that the blueprint options for the ticket disappears and the status changes to regular ticket status.

Strict mode in blueprint
When you enable strict mode in the web app for a blueprint, you will not be able to perform any action in the ticket view mode. This is because, all the fields will be locked when strict mode is enabled in web. Refer to the image below.

1. Assign an agent when creating a ticket.
   
2. Assign an agent to an unassigned ticket.
   

1. Open an unassigned ticket.
   
2. Do one of the following two options:
   
• Click the Assign Agent/Add Agent icon at the upper-right corner.
  
• Click the more icon at the upper-right corner of a ticket, and then select Assign.
  
• Click and hold a ticket that is listed in one of the ticket view columns, and then select Assign in the pop-up actions.
  
3. In the Assign To page, select one of the following.
   
• Agents - Assign an agent directly to the ticket
  
• Teams - Select a team to which you want to assign a ticket
  
4. The image of the selected agent will be displayed in the placeholder.
   

Bulk Actions

1. Long press a ticket and then click the other two tickets that you want to merge.
   
2. Then, click the Merge icon at the top of the page.
   
3. In the Merge Tickets page, select the master ticket out of the selected tickets for merge action.
   
4. Enter a subject for the merged tickets.
   
5. The, for each ticket ticket field, select the master data that you want to retain.
   
6. Once you are done, click the Done.
   
7. Click OK in the confirmation message.
   

1. Long press a ticket and then select the other tickets that you want to close.
   
2. Click the Close icon at the top of the page or click the more actions icon and then select Close.
   
3. Click OK in the confirmation message that appears.
   

1. To spam tickets, long press a ticket and then select the other tickets that you want to mark as spam. 
   
2. Click the more actions icon and then select Spam.
   
3. In the Mark Tickets as Spam pop-up, select the Mark the associated contact also as spam to spam the contact.
               

1. Long press a ticket and then select the other tickets that you want to close. 
   
2. Click the more actions icon and then select Delete.
   
3. Click Delete in the confirmation message that appears.
   

In All Departments view, you cannot merge tickets. Also, you cannot revert to the older version.

Viewing Related Information Modules in a Ticket

• Time Entry - Click the  icon, and in the displayed Add Time Entry page, enter the required details and then click Save.
  
  

• Attachment - Click the  icon and then click the add attachment icon at the lower-right corner of the page.
  
  Select the required file that you want to attach to the ticket and click upload.
  
  

• Resolution - Click the  icon and then in the displayed Resolution page, enter a resolution for the ticket. You can select the Notify contact checkbox to notify the contact when a resolution is added to the ticket. And once you are done, click Done at the upper-right corner of the page.
  
  

Attaching a file to a Ticket

1. Open a ticket.
   
2. Click the attachment icon.
   
3. In the Attachments page, click the plus icon at the lower-right corner.
   
4. Select the required file and click Upload.
   
5. You can choose to set the attachment as public or private. Click the more icon at the upper-right corner of the page and choose either Public or Private.
   
6. Click the more actions icon for an attachment and choose to do one of the following actions shown in the image below.
   
   

Deleting an attachment

1. Click and hold the attachment for selection. 
   
2. Click the Delete icon.
   

Understanding the Different Ticket Views and Modes

1. Click Reply shown in the below image.
   
   
2. In the Compose page, enter your message.
   
   
3. Click more actions icon to view the following actions shown in the image below.
   
4. Click Articles from more actions to view suggested articles for this ticket.
   
5. Click Templates from more actions to change the template for your message.
   
6. From the displayed templates, choose a template of your choice.
   
   
7. Click Snippet from more actions, select a snippet from the displayed options.
   
   
8. Notice that the selected snippet in added to the compose page.
   
9. Then, either check or uncheck the Private option to make the email private or public, respectively. 
   
10. Click Save Draft from more actions to save your message as a draft, if required. You can resume working on this email or send to a recipient at a later stage. To do so, click the back button at the upper-left corner of the screen, highlighted in the below image. 
    
    
11. Then, click Save in the pop-up message, as shown in the image below.
    
    

1. Open a ticket that you want to split.
   
2. Click the more actions icon and click Split as new ticket.
   
3. Click Split in the confirmation message that appears.
   
   

1. Click the Drafts icon at the lower-left corner of a ticket to directly edit the draft message.
   
2. Or, click the more icon and choose one of the options displayed in the image below.
   
   
3. You can click Send Draft to directly send the message to the recipient without editing the message.
   
4. If required, edit the draft message, and then click the Send Now button to send the message to the recipient after editing.
   

Comments View

1. Click the Comments icon at the upper-right corner of a ticket.
   
   
2. In the Add Comment page, enter your comment.
   
3. Check the Private checkbox if you want to make your comment private, that is, the comment will be displayed only to the support team. The comment will remain public, that is, the comment will be displayed in customer portal, if the checkbox is unchecked.      
   
4. Click the send button at the upper-right corner of the screen.
   
5. You can also edit or delete a comment. To do so, click more actions, and then select the required action in the pop-up menu.
   

Zia Keywords

Zia can help you automatically add tags to tickets. She scans every incoming response and identifies the key phrases from the response. These key phrases are added to the incoming ticket threads. The key phrases from each incoming response are then intelligently grouped into a tag and added to the ticket. 

To view zia keywords in a thread, perform the following steps:

1. In the ticket details page, open a thread conversation.
   
2. Click the # symbol that you see near the time stamp of a thread.
   
3. A pop-up with the thread-level keywords appear at the bottom of the screen.
   
   

Sentiment Analysis

Zia scans the content of every incoming customer response and categorizes them into a positive, negative, or neutral tone and shows the keyword aspects that convey this tone. This helps you prioritize the tickets that have a negative tone and tailor your responses appropriately.

            

You can track the sentiment on tickets from two locations:

1. Ticket List - An aggregation of the overall sentiment is displayed alongside individual tickets.
   
2. Ticket Details - The sentiment of every incoming ticket response is displayed along with the keyword attributes.
   Please refer to the image below to see the 3 types of sentiments, happy, neutral, and sad, respectively.
   
   
   

Tickets View Modes

List Mode

Countdown Mode

Handshake Mode

Status Queue Mode

You can view tickets based on the status of the tickets.
            

Actions you can perform in all the modes

• Move - Move the ticket from one department to another.
  
• Close - Close the ticket.
  
• Assign - Assign the ticket to an agent.
  
• Pick Up - Pick up the ticket as an agent.
  
  

Tasks Actions

1. Go to the All Tickets view.
   
2. Open a ticket to which you want to add a task.
   
3. Click the Tasks icon to open the Tasks page or click more action icon and then choose Tasks.
   
4. Click the Add icon at the bottom-right corner of the page.
   
5. In the Add Task page, enter the required details.
   
   
6. Click Refresh Layout to clear all fields in the Add Task page.
   
7. Click Done once you finish entering all the field details of the task.
   
8. You can see that the task appears in the Tasks page.
   

1. Swipe the task to the left to see the quick action options.
   
   
2. Click Assign to open the Assign To page.
   
3. Select the agent or team to whom you want to assign the task.
   
4. Notice that the task is updated.
   

1. Open a task for which you want to set the due date.
   
2. Click Set Due Date.
   
3. Select a date on the DATE tab of the calendar, set the time on the TIME tab, and then click Done.
   

1. On the Comments tab, click the Add comment icon the bottom-right corner of the page.
   
2. In the Add Comments page, enter a description.
   
3. Click Attach File to add an attachment to the comment.
   
4. Click the right arrow icon to add the comment.