View Support Tickets
Using
the View Support Ticket search engine within the help
desk crm software you can access tickets in your support
desk. You will have access to search and view tickets,
but you cannot respond to tickets. If you want to respond
to a ticket, you must login as a staff member in the staff
area. You can search through your support tickets
by number, username, keywords, status, priority, department,
staff member, and when they were entered. To view all
support tickets, simply leave these fields blank and click
Search.
Field |
Description |
Ticket
ID |
You
can search/view tickets using ticket id. |
Username |
Search
using customer's username. |
Tickets
Last Answered By |
View
tickets last answered by a particular staff by
choosing the staff from the drop down. |
Keywords |
Search/view
tickets using keywords. |
Status |
Search/view
tickets with a unique status option. The support
manager has three options regarding to status;
open, in progress, and closed. |
Priority |
Search/view
tickets with a unique priority option. The
support manager allows you to have three unique
priority options; low, medium, and high. |
Department |
Search/view
tickets from a particular department. |
Flag |
Search/view
tickets with unique color flags. |
Tickets
directly assigned to |
Only
use this option to see tickets assigned to other
staff. This does not include tickets that
are just owned by other staff but tickets that
get directly assigned to a particular staff. |
Tickets
Entered From and Tickets Entered To |
This
fields are optional. Search/view tickets
with a specific date range. |
After
you press Search you will see a list of tickets matching
your search criteria. To view or respond to a ticket,
click on its ID number. To add a new ticket, click Add
Ticket. You can also download and upload tickets
in Comma Delimited Format (CSV) and Tab Delimited Format.
For
a detailed guide to adding a ticket, click
here.
customer
support software
