Looking to optimize your customer support ticket management?
Do you need to distinguish between incident management and the receipt of simple requests for information to enable your operators to process tickets?
Would you like to process your support according to the actions to be carried out on your tickets, whether for your customers or your internal staff?
With the"Ticket classification" app, create lists of actions or message qualification objects to better organize the management of your customer requests.
Be responsive and qualify your tickets according to the customer's problem and the actions to be taken internally. You'll improve the way you handle customer requests, and the time it takes to process them.
Activating this app allows you to :
- Set up lists to qualify tickets
- Select qualification criteria for each ticket
- Search and sort your tickets by criteria
1. List settings
The app's home page leads to the app's category settings page, where you can set the selection lists for :
- Public ticket category
- Internal ticket category
The "Public" category setting corresponds to the qualification of the request made by the customer, and the internal setting is linked to the list of actions to be carried out internally, by the team, to process the ticket.
Click on the name of the category for which you wish to define a qualification list.
Enter your qualification items and create your list by designating :
- Name of action/object, which will then appear in the ticket drop-down menu
2. Ticket qualification
To classify and sort incoming requests, the app lets you qualify each customer support ticket in both list and edit modes.
Activating the app adds two setting fields:
- Public
- Internal
To the right of each field is a clickable blue tag which allows you to select and assign a qualification criterion to each ticket, defined by you via the category lists.
3. Search tickets by criteria.
Activation of the app adds two new fields to the ticket search engine, enabling you to make a query based on your public and internal ranking criteria.
