How to use Ticketing system more effectively?
To use the ticketing system more efficiently, your agents need to understand how the tables can work best for them and utilize the benefit.
Definition of the tables
Tickets with any status will be visible here. In this table, you will see all the Assigned / Unassigned tickets with any of the Open / In Progress / Solved status.
Tickets that are unassigned to any agents and not moving to next solution are Unassigned ticket. To start working on any tickets your agent/admin needs to add assignee to the ticket.
As REVE Chat Tickets are very scaled and independent, a ticket can be solved without assigning someone directly. However, without assigning a person you will be able to track the performance of your agents from ticket export data.
You can add/update an assignee anytime while working in a ticket.
My Open Tickets
Tickets that are assigned to agent and status is Open. If tickets are not assigned to person, that person will not see tickets in this table. Your agents can be proactive following this table, reply to customer on the solution, and change ticket status to In Progress.
My In Progress Tickets
Tickets that are assigned to agent and status is In-Progress. If tickets are not assigned to person, that person will not see tickets in this table. This table can help your agent's to focus on problems that has been hold for a time being and unsolved yet. This will take your customer service to next level.
Tickets that are updated in the last 72 hrs for the below areas will be found here.
All the assigned and unassigned Tickets that are in 'Open' status will be found here.
When your agent(s) gets back to customer and starts processing the problem, ask them to change the ticket status from Open > In Progress.
Guide your agent to give a reply to customer when they receive ticket before changing the status. This will help to avoid not giving replies to customer
In Progress Tickets
All the assigned and unassigned Tickets that are in 'In Progress' status will be found here.
After marking a ticket as solved, if your customer sends a reply to that ticket, then the ticket will reopen.
Any ticket that is marked as Spam will be found here. You will also see the remarks added by your agent while marking the ticket as spam.
REVE Chat Tickets comes with advance filter, where you can filter tickets based on From-To date, Assignee, and Tags used for ticket. The advance filter allows you to change your search items from the table and show further data, no need to open the filter tab again and again.
You can search for tickets by the ID or Name of the recipient from global search field.
Spam tickets will not show in the global search.
Save your time making bulk actions where possible. If you know about the tickets where Assignee needs to be added/updated, status to be changed, or multiple tickets that needs to be marked as spam, you can do that selecting those tickets from left and make the change.
Be cautious of making the bulk actions as the action will be reflected to multiple tickets. Though you can update the changes but being cautious could save your time.
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