Manage Tickets
Manage Tickets
To answer support requests from customers, Admins/Managers/Staffs can access to Support Tickets menu item. From that page, alll tickets which they can/need to work on is displayed. They can click on a ticket to see the support request details, all comments added to the ticket and add comment to reply to a support request.
- Admin will see support tickets from all categories.
- Manager will see support tickets form the categories which he is setup as Manager.
- Staff will see support tickets which he is assigned to (By Admin or Manager)
Unlike Managers/Staffs, Administrators can also manage tickets from administrator area of the site by access to Helpdesk Pro -> Tickets
Reply To Ticket
Like customers, to reply to a ticket, Admin/Manage/Staff will just need to access to ticket details page, press Add Comment button to add a comment to ticket. Together with adding comment, he can also upload attachments for the response if needed.
Assing Ticket To Staff
If configured, from ticket details page, Admin/Manage can also assign support ticket to the staff which has the skill to address the support request. When a staff is assigned, he will receive notification email from the system about this ticket assignment and work on the support request to get it sorted. See Assign Ticket Plugin for details instructions to setup and use this feature.
Update Ticket
On ticket details page, Administrator/Manage can also update the ticket, including:
- Change Category
- Change Ticket Status
- Change Ticket Priority
- Apply Label To Ticket
- Convert the ticket to a knowledge base article
