Managing tickets in Connect

Access Tickets

  • Navigate to the Connect dashboard and select the "Tickets" option from the side panel.

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Add Ticket

  • Click on "Add Ticket" to create a new ticket.

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  • Fill in the necessary details:

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  • Ticket Title: Provide a descriptive title for the ticket.
  • Description: Add a detailed description of the issue or query.
  • Select File: Attach any relevant files if needed.
  • Assign To: Choose the agent to assign the ticket to or leave it unassigned.
  • Issue Type: Select the category or type of issue.

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  • Priority: Set the priority level for the ticket (e.g., high, medium, low).

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  • Business Selection: Choose your business for the ticket.
  • Status: Set the current status of the ticket (e.g., open, pending, resolved).

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  • Due Date: Specify the deadline for resolving the ticket.
  • Click "Save" to create the ticket.

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Edit Ticket

  • Click on the three dots next to the ticket you want to edit.

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  • Here, you can add comments, change the priority and status of the ticket, or delete the ticket if necessary.

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Ticket Settings

Filtering Tickets:

  • Clicking on the filter icon allows you to apply filters to organize and find tickets based on specific criteria. Untitled design - 2024-04-17T095019.635.png
  • The filter pop-up window enables you to edit and fine-tune your filters to sort tickets more effectively. Untitled design - 2024-04-17T101059.428.png

Managing Custom Fields:

  • By clicking on the settings icon, you can access options to manage custom fields available in tickets. Untitled design - 2024-04-17T103347.573.png
  • This allows you to edit existing custom fields or add new ones tailored to your specific requirements, enhancing ticket management and organization. Untitled design - 2024-04-17T103002.983.png

Add Ticket from Chat Section

  • In the chat section, you can also add a ticket directly.

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  • Provide the necessary details for the ticket, and it will be reflected in the tickets section.

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  • You can directly access the conversation related to the ticket by clicking on the ticket. and also you can edit and add more tickets within the chat section.

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