CUSTOMER SERVICE TRAINING

HELPDESK GUIDELINES
TICKET DASHBOARD
GUIDE
TICKET
DASHBOARD
1. Folder list (on the left)
2. Ticket list (on the right)
FOLDER LIST
Folders help you navigate through different
ticket lists. They are sorted by views or ticket
status. Here, you will also find a search bar
and the ‘+ New ticket’ button.
Also, you can easily spot the number of
particular customer cases thanks to
the counters.
TICKET LIST
Here you can see all the tickets from a
specific folder. The list includes following
ticket details:
- Requester’s details
- Subject
- Agent
- Status of the ticket
- Date of the last message that was sent in
the ticket thread
You can choose filters that will help you find
tickets according to specific parameters.
HOW TO CREATE A
TICKET
CREATING A
TICKET
To create a ticket, click the “+ New
ticket” button in the Ticket dashboard in
the Tickets section.
1.Enter the following
details: Subject, Requester’s
name, Requester’s email, Team, Agent,
Priority.
2.Write your message.
3.Click “Send” (the message will be sent to
the Requester’s email address).
4. Once sent, tag the ticket.
CREATING A TICKET
• SUBJECT – Ticket Subject
• REQUESTER – Customer’s Name and Email
• TEAM – BRAND
• AGENT – Which account group use to create the ticket
• PRIORITY – “Medium” (Default); VIP “High” and to those emails that you think are important
• TEXT BOX – Fill in the Email content/ Use canned email responses and attach file (if needed)
PARTS OF A TICKET
PARTS AND
FUNCTIONS
1. EMAIL SUBJECT
2. BODY OF THE EMAIL
3. PRIVATE NOTE – To be done by the
agent assisted the ticket Ex: Assisted by
Robert
4. TEXT BOX - Fill in the Email content/
Use canned email responses and attach file (if
needed)
5. TICKET INFORMATION
6. TAGS – To choose which category the
ticket fall under (Required)
7. RESPONSIBILITY - Brand
8. REQUESTER – Customer’s Email
UPDATING
TICKET STATUS
This is where you can change the ticket status
to:
- OPEN
- PENDING
- ON HOLD
- SOLVED
- CLOSED
- SPAM
And click: “SUBMIT”
TICKET STATUSES
• OPEN - The ongoing cases that need to be handled by you or your teammates. When a ticket is
created, it gets an Open status.
• ! - If the addressee responds to Pending or Solved ticket, its status will be changed to Open
automatically.
• PENDING - Cases that require some additional input or information from your customer. When you
reply to an Open ticket, its status will automatically switch to Pending. If the customer responds, the
ticket will switch back to Open.
• ON HOLD - Cases that can’t be finished in a given moment. For example, you need to consult
someone from another department. In this case, you can choose the “On hold” status to make sure
you will reply as soon as you have the solution.
• SOLVED – Not in use
• CLOSED - Cases that have been finished.
• SPAM - Category reserved for malicious or otherwise unnecessary messages.
IMPORTANT NOTES!
• SPAM - Check this folder from time to time to make sure that we didn’t missed any email that was marked
as spam by the system
• PRIORITY LEVEL ICONS
REPORTS
LAST 7 DAYS
This report displays a summary of the last
seven days of your ticket activity. It shows
you everything you should know about the
new tickets you received in the past week.
You can check out the following details:
•How many tickets you received,
•How many of them were solved or closed,
•What the average response time is,
•How well the ticket responses were rated.
NEW TICKETS
(1/3)
In the “New Tickets” report, in addition to
filtering by date, you can use the following
filters to see the performance results you’re
interested in:
•Priority
•Tag
•Team
In the “New tickets” report, you’ll find three
detailed reports. For each report chart, there’s
a breakdown at the bottom.
• Take a look at the “New tickets” chart to
investigate how many tickets you received
in a given time frame.
NEW TICKETS
(2/3)
In the “New tickets” report, you’ll find three
detailed reports. For each report chart, there’s
a breakdown at the bottom.
• The “Ticket sources” section shows the
sources of customer tickets. 
 Email
 Entered manually
 Contact form
 LiveChat
NEW TICKETS
(3/3)
In the “New tickets” report, you’ll find three
detailed reports. For each report chart, there’s
a breakdown at the bottom.
• The “New tickets heatmap” is a section
that can help you predict how many
tickets you’ll receive and how many
agents you’ll need to answer them in the
future. It gives you a graphical summary
of the peak times when you receive more
tickets than usual.
TICKET
SATISFACTION
The “Ticket satisfaction” report gives you an
overview of the ticket rating provided by
your customers.
In the “Ticket satisfaction” report, in addition
to filtering by date, you can use the following
filters to see the performance results you’re
interested in:
•Agent
•Priority
•Tag
•Team
•Source
FIRST RESPONSE
TIME
This report is designed to show you how fast your
customer gets a response to their question. The
results are based on two elements: “time to assign to
agent” and “time to respond.” You can see how
much time it takes for your team to respond to a
ticket.
In the “First response time” report, in addition to
filtering by date, you can use the following filters to
see the performance results you’re interested in:
•Agent
•Priority
•Tag
•Team
•Source
Note: Autoworkflow is not counted in response time.
SOLVED AND
CLOSED
This report displays the number of solved and
closed tickets. You can see how it relates to
all the tickets you received. The chart also
shows you data segmented by day.
In the “Solved and closed” report, in addition
to filtering by date, you can use the following
filters to see the performance results you’re
interested in:
•Agent
•Priority
•Tag
•Team
•Source
THANK YOU!