Managing Tickets: Difference between revisions
Created page with "= Managing Tickets = Desque’s ticketing system helps you track, prioritize, and resolve customer requests. This section covers how agents and admins can efficiently work with tickets. == Topics == * Creating and Assigning Tickets * Using Ticket Views and Filters * Prioritizing and Tagging * Collaboration with Internal Notes ''This page is under construction. More content will be available soon.''" |
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''This | = Managing Support Tickets = | ||
Managing support tickets is at the heart of the Desque helpdesk platform. Every customer interaction is captured as a ticket, ensuring that no request is lost or overlooked. New tickets can be created from incoming emails, chats, or directly through the interface using the '''Add Ticket''' option on the left-hand navigation menu. This feature allows support agents and administrators to log a new case manually, providing flexibility when issues are reported outside of standard communication channels, such as phone calls or in-person conversations. By centralizing all requests into one unified system, your team can maintain complete visibility over open, pending, and resolved issues. | |||
When working with an existing ticket, one of the first actions is to confirm the correct requester. The '''Requester''' field, found at the top of each ticket, lets you select or edit the customer associated with the case. This ensures the issue is properly tied to the right individual or organization. Accurate requester information helps maintain a clean history of communication, linking tickets together for long-term visibility. Alongside the requester, you can also view and edit contact details, organization associations, and even update organization notes for internal reference. These tools ensure that each ticket contains the context necessary for efficient and personalized support. | |||
Tickets can be assigned to different team members by using the '''Agent''' dropdown. Assigning tickets correctly is critical for workflow management, especially in larger teams where responsibilities may be divided by expertise or department. By reassigning tickets, managers can distribute workloads evenly, or escalate issues to senior agents when specialized knowledge is required. This assignment feature ties directly into priority and status settings, enabling tickets to be marked as high-importance and placed into categories such as '''Open''', '''Pending''', '''Solved''', or '''Closed'''. Together, these options help teams stay organized and ensure that urgent issues are resolved promptly. | |||
Communication within tickets is managed through the message editor, which includes an '''Internal/External''' dropdown. When set to "External," the message is sent directly to the customer and becomes part of the ticket’s public record. When set to "Internal," the message is visible only to your team, allowing private notes, clarifications, or collaboration between agents without involving the customer. In addition, agents can choose from different saved signatures using the '''Signature''' dropdown, which makes it easy to maintain a professional and consistent tone in outgoing messages. These features ensure that both internal communication and customer-facing replies are handled efficiently and appropriately. | |||
Finally, Desque offers advanced productivity tools that enhance ticket resolution. The '''AI Tools''' dropdown can automatically fix punctuation, correct grammar, or even suggest full responses based on the context of the ticket. This reduces the time agents spend editing text and helps maintain consistent, high-quality replies. For more complex situations, tickets can also be enriched by editing related contacts or organizations directly from the ticket interface, ensuring that account details remain accurate. Combined with customizable rules, templates, and integrations, these features make ticket management more than just a reactive process—it becomes a proactive and intelligent system that empowers your team to deliver excellent support at scale. | |||
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Revision as of 19:42, 1 September 2025
Managing Tickets
Desque’s ticketing system helps you track, prioritize, and resolve customer requests. This section covers how agents and admins can efficiently work with tickets.
Topics
- Creating and Assigning Tickets
- Using Ticket Views and Filters
- Prioritizing and Tagging
- Collaboration with Internal Notes
Managing Support Tickets
Managing support tickets is at the heart of the Desque helpdesk platform. Every customer interaction is captured as a ticket, ensuring that no request is lost or overlooked. New tickets can be created from incoming emails, chats, or directly through the interface using the Add Ticket option on the left-hand navigation menu. This feature allows support agents and administrators to log a new case manually, providing flexibility when issues are reported outside of standard communication channels, such as phone calls or in-person conversations. By centralizing all requests into one unified system, your team can maintain complete visibility over open, pending, and resolved issues.
When working with an existing ticket, one of the first actions is to confirm the correct requester. The Requester field, found at the top of each ticket, lets you select or edit the customer associated with the case. This ensures the issue is properly tied to the right individual or organization. Accurate requester information helps maintain a clean history of communication, linking tickets together for long-term visibility. Alongside the requester, you can also view and edit contact details, organization associations, and even update organization notes for internal reference. These tools ensure that each ticket contains the context necessary for efficient and personalized support.
Tickets can be assigned to different team members by using the Agent dropdown. Assigning tickets correctly is critical for workflow management, especially in larger teams where responsibilities may be divided by expertise or department. By reassigning tickets, managers can distribute workloads evenly, or escalate issues to senior agents when specialized knowledge is required. This assignment feature ties directly into priority and status settings, enabling tickets to be marked as high-importance and placed into categories such as Open, Pending, Solved, or Closed. Together, these options help teams stay organized and ensure that urgent issues are resolved promptly.
Communication within tickets is managed through the message editor, which includes an Internal/External dropdown. When set to "External," the message is sent directly to the customer and becomes part of the ticket’s public record. When set to "Internal," the message is visible only to your team, allowing private notes, clarifications, or collaboration between agents without involving the customer. In addition, agents can choose from different saved signatures using the Signature dropdown, which makes it easy to maintain a professional and consistent tone in outgoing messages. These features ensure that both internal communication and customer-facing replies are handled efficiently and appropriately.
Finally, Desque offers advanced productivity tools that enhance ticket resolution. The AI Tools dropdown can automatically fix punctuation, correct grammar, or even suggest full responses based on the context of the ticket. This reduces the time agents spend editing text and helps maintain consistent, high-quality replies. For more complex situations, tickets can also be enriched by editing related contacts or organizations directly from the ticket interface, ensuring that account details remain accurate. Combined with customizable rules, templates, and integrations, these features make ticket management more than just a reactive process—it becomes a proactive and intelligent system that empowers your team to deliver excellent support at scale.
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