The Tickets section is used to create, manage, track, and review tickets within the Call Center system. It allows administrators and supervisors to organize requests, issues, tasks, or follow-up cases, assign tickets to agents, manage priorities and due dates, and maintain related activity from a centralized management interface.
This section helps administrators and supervisors maintain structured workflows, monitor ticket progress, and ensure that each case is assigned, followed up, and completed efficiently.
Add Ticket
The Add Ticket section is used to create a new ticket.
Basic Information
Category: Specifies the main category assigned to the ticket.
Subcategory: Specifies the related subcategory when available.
Summary: Defines a short description of the ticket.
Description: Defines detailed information related to the request, issue, task, or case.
Contact Person: Specifies the contact associated with the ticket.
Ticket Configuration
Priority: Specifies the priority level assigned to the ticket.
Due On: Defines the expected due date for the ticket.
Created At: Displays or defines the ticket creation date.
Submitter Email: Defines the email address of the ticket submitter.
Case Owner: Specifies the user responsible for managing the ticket.
Pop-up Users: Specifies users who should receive the configured ticket pop-up behavior.
Additional Details
Attach File: Adds supporting files to the ticket.
Add Custom Reminder Settings: Enables additional reminder configuration for the ticket.
View Ticket
The View Ticket section is used to view a ticket details.
Follow Up
The Follow Up section displays the history of ticket updates and status changes.
Each follow-up entry can include the user, date, update details, and resulting ticket status.
Reply to Ticket
The reply area allows users to add a new update to the ticket.
Comment: Defines the update or reply added to the ticket.
New Status: Specifies the ticket status that should be applied with the reply.
Update Is Public: Controls whether the update is visible as a public ticket update.
Attachments: Adds files to the reply.
Send Reply: Stores and sends the ticket update.
Dependency Tickets
The Dependency Tickets section is used to link tickets that must be resolved before the current ticket can be completed.
Dependency: Specifies the ticket that the current ticket depends on.
Status: Displays the current status of the dependency ticket.
View: Opens the linked dependency ticket.
A dependency can be used when one ticket cannot be resolved until another related ticket is completed.
Ticket CCs
The Ticket CCs section is used to provide additional users or email recipients with access to ticket information.
users can add CCs either by selecting a system user or by specifying an email address.
User / Email: Specifies the user or email address added to the ticket.
Can View: Controls whether the selected CC can view the ticket.
Can Update: Controls whether the selected CC can update the ticket.
Add Ticket CC: Adds the selected user or email address with the configured permissions.
Delete: Removes the CC from the ticket.
Quick Actions
Go to All Tickets: Returns to the complete ticket list.
Add Ticket: Creates a new ticket.