Ticket Management

Overview#

CloudOnex Business Suite's Ticket Management system provides a robust platform for handling customer support requests efficiently. This module helps you track, respond to, and resolve customer inquiries while maintaining organized communication records.

Creating Support Tickets#

Creating a New Ticket#

1. Navigate to Support → New Ticket
2. Enter required information:
   • Subject
   • Customer details
   • Department
   • Priority level
   • Description of issue
   • Attachments (if any)

Ticket Sources#

• Customer portal submissions
• Email-to-ticket conversion
• Manual creation by staff
• API integration
• Phone call logging

Ticket Properties#

Priority Levels#

• Low: Non-urgent inquiries
• Medium: Standard requests
• High: Time-sensitive issues
• Critical: Emergency situations

Status Types#

• New: Recently created tickets
• In Progress: Being worked on
• Waiting: Pending customer response
• Resolved: Solution provided
• Closed: Issue completed

Managing Tickets#

Basic Operations#

1. View Tickets

   • Access from Support → Tickets
   • Filter by status, priority, or department
   • Sort by date, priority, or status

2. Update Tickets

   • Add responses
   • Change status
   • Modify priority
   • Assign to staff
   • Add internal notes

Response Management#

1. Adding Responses

   • Type your response
   • Use predefined replies
   • Attach files if needed
   • Select visibility (public/private)

2. Using Predefined Replies

   • Access from response window
   • Customize before sending
   • Save new templates

Department Management#

Setting Up Departments#

1. Go to Support → Departments
2. Create departments based on:
   • Product lines
   • Service types
   • Expertise areas
   • Geographic regions

Department Configuration#

• Assign staff members
• Set email notifications
• Define auto-response messages
• Configure routing rules

Automation Features#

Automated Actions#

• Ticket assignment
• Priority setting
• Status updates
• Response notifications
• Escalation alerts

Email Integration#

1. Automatic ticket creation from emails
2. Email notifications to customers
3. Response tracking
4. Thread maintenance

Knowledge Base Integration#

Using Knowledge Base#

1. Link relevant articles
2. Suggest solutions
3. Create new articles from tickets
4. Track article effectiveness

Smart Suggestions#

• Automatic article recommendations
• Similar case linking
• Solution database integration

Reporting and Analytics#

Available Reports#

1. Ticket Volume Analysis

   • Daily/weekly/monthly trends
   • Department distribution
   • Priority breakdown

2. Response Metrics

   • Average response time
   • Resolution time
   • First contact resolution rate

3. Performance Reports

   • Agent productivity
   • Department efficiency
   • Customer satisfaction

Custom Reports#

• Date range selection
• Custom metrics
• Export capabilities
• Scheduled reporting

Customer Communication#

Communication Channels#

• Email notifications
• Portal updates
• SMS alerts (if configured)
• In-system messages

Customer Portal Features#

Customers can:

• Create new tickets
• View ticket status
• Add responses
• Upload attachments
• Access history