No more checking emails for support tickets. Use the Helpdesk system to generate tickets for your queries and give great customer service.
Ticket Priority
The priority of the ticket indicates the order in which agent should process the tickets. Should a given ticket be processed as soon as possible, or can it wait. The most common are Urgent, High, Medium or Low depending on the content, requesting nature or any property depending on the company.
The agents can provide attention to tickets based on the priorities and delivering a smart solution. It definitely facilitates the work and makes the tickets transparent and the order of handling is clear. Whenever the ticket is assigned to an agent with a particular priority, an agent can classify his tickets based on priority and reply to them as need.The response time and the resolution time of a ticket are set based on a ticket's priority. Generally, urgent tickets will have to be responded to within an hour while low priority tickets can take a day.
Ticket Status
Define the state of the tickets based on the current scenario. It will never allow your agent to miss any single ticket.
An open ticket defined as ticket has been asssigned to support agent. Once you answer a ticket, it's marked as "Answered". If you expect a reply from a customer after you reply, you can mark the ticket as "Awaiting User Reply". The status can be changed to "In Progress", if you are still working on it. If the issue has been fixed but haven't verified yet by customer, you can set status to "Resolved". Closed tickets are the tickets were verified by customer or closed by customer itself. Based on the completion of work or ongoing conversation with clients, you can assign the status of the ticket so as to make it easy to do follow up and easily stack up your task and ticket replies.
Service Request or Incident
All Service Desk events start with a ticket. A ticket is an historical document that details a service event, such as an incident, problem, or service request. Tickets govern and control how a service event is processed. They are used to route events between different resources for resolution.
Incidents are Break/Fixes for issues where something was working but stopped working, a single unplanned event that causes a service disruption. Service Requests are for requesting new Services or changes to existing Services, for example for new access requests, change of access requests, New Hardware Requests, Repair Requests. Service request tickets aren’t as urgent as incidents and problems. They can be scheduled, whereas incidents and problems need immediate resolution.
Support multiple agents
You can create different category form for different department to collect ticket requests from your customers. There will be a person in charge or agent for each helpdesk category form. Those agents are called as helpdesk category agent.
This category agent is the one who will receive new ticket as well the email notification. They are responsible to pick up the case and handle the case untill resolved. Admin can add unlimited agents under one department to facilitate users for their queries and Tickets.