In a few easy steps, you can easily Create and Assign Tickets to internal staff members or create tickets on the behalf of a customer.
Let’s take a look at how we can do this!
Navigating to Queries
Navigate to Queries using the side-navigation menu within the Admin Dashboard.
On this page, you’ll find the table containing all customer Support Tickets. If you’re visiting this page for the first time you’ll likely not see any tickets displayed.
But let’s change that!
Adding a New Ticket
Start by giving your ticket a fitting Title and provide as many details as possible in the Description. This will benefit both you and other agents if they happen to become involved in this Support Ticket.
For better organisation of your tickets, you can add Tags so that support staff can easily indicate which department (Sales, General Enquiry etc.) should be responsible for which tickets.
Before you Open a Ticket it’s important to add a Ticket Creator. If you are opening the request on behalf of a customer you can include their name here otherwise be sure to add yourself as the creator.
If another support agent is responsible for this ticket you can include their username as the Support Staff. Once you’re happy with the changes hit “Open Ticket“!
And that’s a wrap! We covered in this article how to Manually Add a Ticket via the support system.