Tickets

Tickets are essential for effectively managing customer inquiries. They help you track key information about customer requests, document service issues, and manage follow-ups or callbacks.Tickets help

Tickets are also a primary way to interact with your Distance Agent, ensuring seamless communication and resolution.

Why Tickets Matter

• Track customer requests: Keep detailed records of inquiries, ensuring nothing slips through the cracks.

• Document service issues: Log and monitor customer issues for efficient resolution.

• Manage follow-ups: Ensure timely callbacks and follow-up actions to enhance customer satisfaction.

• Team collaboration: Assign tickets to yourself or team members, enabling clear accountability and task ownership.

• Streamlined workflow: Use the ticket pipeline to manage ongoing tickets with standard stages, ensuring efficient progress tracking.

• Syncing with contacts: Tickets can be created for new contacts or current customers ensuring proper records.

Types of Tickets

1. Service request: For logging customer service requests, such as scheduling or inquiries about offerings.

2. Follow-up: Combine callbacks and follow-up actions into one ticket to address continued interactions or pending issues.

3. Customer support: For resolving customer complaints, troubleshooting, or providing additional information.

4. Other: For inquiries or tasks that don’t fall under the other categories.

Ticket pipeline

The ticket pipeline organizes ongoing tickets into the following stages:

1. To do: Tickets awaiting action or prioritization.

2. In progress: Tickets currently being worked on by your team.

3. Scheduled: Tickets assigned a specific date or time for resolution.

4. Waiting: Tickets awaiting input or further action from the customer or team.

5. Done: Tickets that have been successfully resolved and completed.

6. Archived: Tickets stored for record-keeping or future reference, with no further action required.

Leveraging tickets and the ticket pipeline ensures a smooth, organized workflow that keeps your team aligned and your customers satisfied.

Creating tickets

Steps to Create a Ticket:

1. Navigate to the Tickets section.

1. Click Create a Ticket.

1. Enter the details, such as issue description and priority.

1. Save the ticket to start tracking.

Tickets provide a central place to manage and resolve customer issues effectively.

Managing Tickets (Tickets Pipeline)

The Tickets Pipeline allows you to track and manage service requests as they progress through different stages.

1. Navigate to the Tickets section in the sidebar menu.

1. Click on a ticket to open the detailed view.

1. Select Update stage to adjust the ticket’s status, then click Save to confirm.

This feature ensures all service requests are accurately categorized, helping your team stay organized and prioritize tasks effectively.

Explore our guide to streamline ticket creation and management effortlessly.