TICKET SETTINGS

Tickets, the one option to contact the authorities for any kind of problems, queries or difficulties faced. Ticket settings allow one to set up Ticket Agents, Ticket Types, Ticket Channel, and Reply Templates, Ticket visibility.

Ticket Agents are employees of the organization who are assigned tickets to answer back to help the person resolve any discrepancy that has occurred.

Ticket Types are the segregation of the generally received tickets from the audience. Tickets can be raised by employees as well as clients. This section allows the segregation of tickets into some defined categories for further easing the task.

Ticket Channel restricts the passages from which an individual can raise tickets. It either enables or disables the allowed ticket channels for receiving tickets from the audience.

Reply Templates are default and pre-generated messages which can be sent to the ticket raiser to let them know that their concern has been considered and will be responded to soon.

Ticket Visibility Feature : - 

The Ticket Visibility setting in the CRM allows users to control which tickets they can view based on predefined visibility options. Users can customize visibility as follows:

• All Tickets: View every ticket in the system.

• Tickets in a Group: View tickets assigned to the user's group.

• Assigned Tickets: View only tickets directly assigned to the user.

This feature ensures that users have access to relevant tickets, improving focus and efficiency.

These permissions control the visibility of tickets for agents, allowing them to access tickets based on the selected settings.

Scope for ticket visibility : - 

All Tickets : - 

The All Tickets visibility setting permits agents to view every ticket in the CRM system. This setting provides agents with access to all tickets, irrespective of their assigned groups or individual ticket assignments, ensuring they can see the full scope of all ongoing and past tickets within the system.




Tickets in a Group : - 

The Assigned Groups visibility setting allows agents to view only those tickets that are assigned to the specific groups they belong to. This ensures that agents have access to relevant tickets associated with their team or department, while excluding tickets outside of their group’s scope.



Assigned Tickets :  -

The Assigned Tickets visibility setting allows agents to view only the tickets that are directly assigned to them. This ensures that agents have access solely to the tickets they are rseponsible for, providing a focused view of their individual tasks and responsibilities.

Round Robin : With Round and Robin Method ticket will assign agent in Equal Distribution ,Sequential Assignment and fair rotation will apply.

Ticket visibilty setting : In this setting company can set ticket visibilty of agents according to setting and permissions.