You can determine whether you need to use the tickets function based on your own business. The tickets system can be used to track and transfer business issues.
1. Add tickets problem classification
In [Management-Customized Settings-Tickets Problem Classification], add the appropriate tickets problem classification
Good problem classification will help problem summary and solution
2. Create a ticket
(1) Agents can create ticketss based on business needs in the workbench, enter the title, description, select the problem type, priority, handler, etc. There are three types of handlers
- Designated members: The tickets can be assigned to a specific person, and the corresponding tickets will be displayed in the other party’s [My Tickets]
- Specify agent group: tickets can be assigned to specific agent groups, and the corresponding ticketss will be displayed in [Unassigned within the group]
(2) Agent group managers can allocate ticketss twice and designate handlers
3. Process tickets
Under the [tickets] module, in the list of [My Tickets] or [Unassigned in the Group], find the tickets that need to be processed, and click [Details] on the right to process the corresponding tickets.