Ticketing Overview

Ticketing Overview

Monitor customers’ tickets, follow up with customers’ issues until solved.
Last Updated January 9, 2023
Table of Contents

The Ticketing feature enables managers and agents to monitor customers’ tickets and follow up with customers’ issues until solved.

In this article, we show you how to use Tactful’s Ticketing. Let’s get started!

Tactful’s Ticketing System

How to access the Ticketing dashboard

  1. Select your workspace, if you have more than one.
  2. On the left menu, click Service Requests.
  3. Click Ticketing.

Ticketing Interface

The “Ticketing” dashboard consists of several columns displaying the following:

  • Ticket ID.
  • Ticket Title / Name.
  • Ticket Category.
  • Priority.
  • Assigned To: shows who is responsible for solving this ticket.
  • Status: the current status of each ticket.
  • Request Time: when was this ticket was placed.
  • Details: which allows you to access & change ticket status, add comments & change details.

How to search & filter Tickets

You can filter tickets based on:

  1. Ticket Number
  2. Customer’s Name
  3. Assigned Agent “Assigned To”
  4. Ticket Date
  5. Ticket Category
  6. Ticket Status
  7. Ticket Priority

• You can use one or multiple filtrations and then click on the Search button.
• To reset the filtration, click on the Reset button.

How to access Ticket details

To get the ticket’s details, click on the eye-shaped icon under the Details column.

It’ll direct you to the Ticket’s Details page.

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