# Tickets

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:<br>

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 tea&#x6D;**.**
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.

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<figure><img src="https://4165927833-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWHGGlctFzoGEVhyOAO17%2Fuploads%2FEHUIhaARiEyQpEmwV6yL%2Fimage.png?alt=media&#x26;token=bf4ab618-edd1-44ab-a617-4ac12cd41e2c" alt=""><figcaption></figcaption></figure>

### Creating tickets

**Steps to Create a Ticket:**

1. Navigate to the **Tickets** section.\ <br>

   <figure><img src="https://4165927833-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWHGGlctFzoGEVhyOAO17%2Fuploads%2FGH3zspC1FOKX9xXfkHFv%2Fimage.png?alt=media&#x26;token=64d1bece-663b-4c7c-8115-b0083287b056" alt=""><figcaption></figcaption></figure>
2. Click **Create a Ticket.** Enter the details such as customer information, type of service, customer instructions, stage, and ticket assignment.<br>

<figure><img src="https://4165927833-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWHGGlctFzoGEVhyOAO17%2Fuploads%2FAqoRq3wGE70ubCbsSL1T%2Fimage.png?alt=media&#x26;token=9be01079-1c62-41d1-b32a-faecca6b5a55" alt=""><figcaption></figcaption></figure>

1. Save the ticket to start tracking.

Tickets provide a central place to manage and resolve customer issues effectively.\ <br>

### 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.<br>

   <figure><img src="https://4165927833-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWHGGlctFzoGEVhyOAO17%2Fuploads%2FFQN62laBftJigIPL2Nay%2Fimage.png?alt=media&#x26;token=1fa431d1-bbcb-45eb-991b-09cf098f6764" alt=""><figcaption></figcaption></figure>
2. Click on a ticket to open the detailed view.<br>

   <figure><img src="https://4165927833-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWHGGlctFzoGEVhyOAO17%2Fuploads%2F1wplVrzwfCELNqU8pAXg%2Fimage.png?alt=media&#x26;token=5c009c09-3302-4582-adbb-c22695d8d655" alt=""><figcaption></figcaption></figure>
3. Select **Update stage** to adjust the ticket’s status, then click Save to confirm.<br>

   <figure><img src="https://4165927833-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWHGGlctFzoGEVhyOAO17%2Fuploads%2FqtjBE0CrOzTYeB0XtQPk%2Fimage.png?alt=media&#x26;token=eccd536a-0344-4f83-b0c9-80443025a8af" alt=""><figcaption></figcaption></figure>

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

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Explore our [**guide**](https://www.loom.com/share/335ca1ebabad4f4a97501577cef11e7b?sid=2b7a45f5-7aec-4c30-9c6f-ebbc89a27d7f) to streamline ticket creation and management effortlessly.
