AntCRM - What is ticket? How to create a new ticket?

What is a ticket? How to create a new 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 AntCRM 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.

  • Theo dõi trạng thái xử lý của 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

  • Ticket quick creation

  • 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:

  • Ugent 

  • High 

  • Medium 

  • Low 

SLA

Yes

SLA is a service quality agreement between the business and the customer. AntCRM 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

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

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. Ticket quick creation

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

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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Article details:
Published date: 22/12/2023 4:21PM
Last updated: 22/12/2023 4:21PM (thuan.tran@antbuddy.com - thuan.tran@antbuddy.com)
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Author:thuan.tran@antbuddy.com (thuan.tran@antbuddy.com)
Category:AntCRM - Omnichannel customer care