4. TICKETS

This section is used to manage support tickets from Clients or Employees, track processing status and responses.

• Go to Tickets → Manage ticket list

• Can update status

• Can View / Edit / Delete / Follow tickets

Create Ticket:

• Step 1: Select create ticket option

• Step 2: Enter information:

• Select requester type: Client / Employee

• Select requester name from the corresponding list

• Select ticket type (if not available, can add new)

• Enter ticket subject

• Describe the request in detail

• Upload file (if any)

• Step 3: Enter additional information:

• Select Priority

• Select channel name (if not available, can add new)

• Enter Tags

• Step 4: Select to complete ticket creation

Manage & Process Tickets:

• Can export ticket list to Excel

• Can search or filter by time, status

• Advanced filter by: Group, Handling Employee, Priority, Channel Name, Type, Tag, Project

• Can quickly select ticket status boxes to filter corresponding tickets

Process Ticket Details:

• Select a ticket → Perform the following actions:

• Reply to ticket:

• Enter reply content

• Upload file (if any)

• Select with status: Open / Pending / Resolved / Closed

• Add Internal Note:

• Enter note content

• Upload file (if any)

• Select and send with corresponding status

• Can update detailed ticket information

• View related contact information

• View ticket activity log