Ticketing

Introduction

Ticketing enables code users to report service requests quickly and efficiently. By guiding users through a structured ticket creation flow, service providers can collect essential information upfront, improving problem analysis and resolution. This reduces waiting times, miscommunication, and follow-ups, ensuring a seamless support experience.

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Purpose of Ticketing

Ticketing simplifies service management by:

• Efficient Communication: Collecting all relevant details during ticket creation to minimize back-and-forth.
• Faster Problem Solving: Enabling employees to analyze and address issues quickly with all necessary context.
• Customizable Creation Flows: Adapting the ticketing process to suit specific business needs.

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How to Edit Ticketing Settings

Follow these steps to manage the Ticketing Module settings:

1. Select TEMPLATES from the side menu.
2. Choose the template you want to edit.
3. Navigate to the Modules tab.
4. Select Ticketing from the side menu.
5. Enable or disable submodules and creation flow elements using the toggle buttons.

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The Submodules

The Ticketing Module consists of several submodules that enhance its functionality. These submodules can be activated or deactivated at the template level, allowing service providers to customize the module to fit their workflow.

Notifications

Configure who receives regular updates about tickets.
For more details, refer to the article Notifications (article).

Fleet Management

Configure who is responsible for handling tickets.
For more details, refer to the article Fleet Management (article).

Ticket Creation Flows

Customize the step-by-step process for creating tickets. This ensures that users provide all necessary information during the ticket creation process.
For more details, refer to the article Ticket Creation Flows (article).

Labels

Organize labels that can be attached to individual tickets. Labels help categorize tickets for better tracking and reporting.

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Ticket Creation Flows

Ticket creation flows consist of customizable elements that define the questions and information shown to users during the ticket creation process. These elements ensure that users provide the necessary details for efficient ticket handling.

Available Elements

1. Description: A text field for users to describe the issue.
2. Attachments: Allows users to upload photos, videos, or other files to aid in problem analysis.
3. Desired Date: Enables users to specify a date.
4. Location:
   • Users can manually enter a location.
   • Optionally, a location can be determined via GPS and added automatically if the user agrees.
5. Reporter: Requests the user’s name for personalized communication.
6. Value Selection:
   • Offers predefined options (created at the template level) for users to select from.
   • These options can include text, images, or both.
   • Example: "What kind of issue are you experiencing?" with selectable answers like "Hardware Problem" or "Software Issue."
7. Notifications: Users can specify their preferred notification method for ticket updates.
8. Info: Solely informational steps to guide or inform users during the ticket creation flow, requiring no input.

Note: Elements that are not activated will not appear in any ticket creation flow.