AntCRM - Operations with Ticket

Operations with Ticket

1. Update Ticket:

There are 2 ways to update Ticket

1. Update Ticket manually

2. Update Ticket at the Ticket detail page

Note: Employees must be authorized to edit, specifically as follows: 

• Members granted permission to edit tickets will be able to edit tickets: 

• Tickets are assigned

• Tickets for yourself to create

• Admins who are granted permission to edit tickets can edit any ticket.

• Owners can edit any tickets

1.1. Update Ticket manually

Step 1: Choose Ticket on the Ticket list page to go to the Ticket information page by clicking on the title

Step 2: Choose Edit button at the right corner of Ticket → update ticket information → choose Save to complete updating ticket

1.2. Update Ticket at the Ticket detail page

Step 1. Open any ticket detail page

Step 2. Open Detail tab

Step 3. Click on the current value or the 3 dots to open the editing dialog box (see image below)

Step 4. Update the desired value and press Save

2. Assign Ticket

Employees can assign tickets to other employees or themselves.

There are 3 ways to assign ticket:

• Assign at the ticket information page

• Assign Ticket at the ticket updating page

• Assign tickets to yourself at the Ticket List page

• Mass assign Tickets at the Tickets List page

2.1. Assign at the ticket information page

• Assign at the ticket information page → choose Re-assign

• Choose PIC, enter information → choose Assign button
  

2.2. Assign Ticket at the ticket updating page

• Or users can update PIC at the Ticket Update page

  
  

2.3. Assign tickets to yourself at the Ticket List page

Note: Only Tickets that do not have an assigned person can be assigned to themselves

At Ticket list, choose symbol to receive tickets yourself

On the Ticket information page, choose the Accept button, the ticket will automatically assign itself

2.4. Mass assign Tickets at the Tickets list page

It is a way to assign multiple tickets to a fixed employee at the same time or to members of any group according to random or sequential rules. (according to Set up Assignment rule)

Step 1. Open Tickets list page, tick checkbox to choose the tickets need to assign 

Step 2. Choose operation PIC

Step 3. Choose the object to assign, there are 2 ways to assign: 

• Assign for individual : 

• Choose group : “None” or group that contains the employee to be chosen. 

• Choose PIC as the employee you want to assign.

  

• Assign to group employees according to assignment rule: 

• Choose group: has an assignment rule (sequential or random)

• PIC: None

3. Add Followers and Follow

3.1 Add Followers

When the assigned person needs more people to support, or more people to hold and update information, the Add Follower feature will be used.

Step 1. At the ticket information page → choose button

Step 2. Choose the person that you want to add → choose Save

3.2. Follow Ticket

This feature is used when users want to track the tickets they are interested in themselves, without needing other users to add tracking. There are 2 places where people can choose to monitor Tickets

• At the ticket list page, user choose Follow icon

• Follow Ticket at the ticket information page → choose Follow button

Note: Users can unfollow, even if they are added to follow, and follow themselves by clicking on the icon

TIP: If a Ticket has not been interacted with (email, call, assigned,...) for 24 hours, the system will automatically mark that Ticket with the icon

3.3. Follow/unfollow a series of tickets

At the Tickets list page, tick the tickets you need to follow/unfollow

Press Follow or Unfollow button

4. Close ticket

The support request has been resolved, the staff member needs to Close the ticket. There are 2 ways to close a ticket:

• Close ticket at ticket detail page

• Close a series of tickets at the Tickets List page

Note: Only authorized employees are allowed to close tickets 

4.1. Close ticket at ticket detail page

At the Ticket information page, click the Close button or click on the Closed status to close the ticket.

4.2. Close a series of tickets at the Tickets List page

Step 1. Open Tickets list page, tick the checkbox to choose tickets that need to be closed

Step 2. Choose   Close  .

5. Reopen ticket

When the support request has been resolved but due to some problem it must be resolved again, the staff needs to Reopen the ticket. There are 2 ways to Reopen a ticket:

• Reopen the ticket at the ticket detail page

•  Reopen a series of tickets at the Tickets List page

Note: Only authorized employees are allowed to reopen tickets

5.1.  Reopen the ticket at the ticket detail page

At the Ticket information page, click the Reopen button

5.2. Reopen a series of tickets at the Tickets List page

Step 1. Open Tickets list page, tick the checkbox to choose tickets that need to be reopened

Step 2. Choose  

6. Delete ticket

Only Admin and Owner are allowed to delete Tickets

At the ticket information page, press   Delete  .

Confirm the deletion to complete.

7. Tag for ticket :

For ease of classifying tickets, staff can tag each ticket 

There are 2 ways to tag tickets: 

• Tag on the ticket Details page

• Tag  a series of tickets on the Ticket List page

7.1. Tag on the ticket Details page

At the ticket information page, press  + Add tag

You can add new tags or choose available tags

• Enter a tag  name and press Enter to create a new tag

• Enter search keywords and choose tags to add available tags.
  

7.2. Tag a series of tickets on the Tickets List page

Step 1. Open the Tickets list page, tick the checkbox to choose the tickets need to tag

Step 2. Choose  Gắn nhãn .

You can add a new tag or choose an available tag

• Enter a tag  name and press Enter to create a new tag

• Enter search keywords and choose tags to add available tags.
  

8. Remove ticket tag

There are 2 ways to remove ticket tags: 

• Remove the tag at the Ticket Details page

• Remove tags from a series of tickets at the Ticket List page

8.1. Remove the tag at the Ticket Details page

On the Ticket information page, click on the X next to the ticket you want to remove

Confirm tag removal to complete the job.

8.2. Remove tags from a series of tickets at the Ticket List page

Step 1. Open the Tickets list page, tick the checkbox to choose tickets that need to be untagged

Step 2. Choose .

Tick the tag to remove and press Delete

9. Update SLAs for a series of tickets

Below are the steps to update the SLA for a series of tickets.

Step 1. At Tickets list page, tick to choose the tickets that need to change the SLA

Step 2. Press   Update SLA  button

Step 3. Choose the desired SLA and press Add

10. Create task for Ticket

At the Ticket information page, choose Task section → choose add Task

Fill in task information → choose Lưu

11. Create order for Ticket 

At the Ticket information page, choose Order section  → choose Create a new order

Fill in order information → choose Save