Managing tickets in Connect

Access Tickets

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

Add Ticket

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

• Fill in the necessary details:

• 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.

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

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

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

Edit Ticket

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

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

Ticket Settings

Filtering Tickets:

• Clicking on the filter icon allows you to apply filters to organize and find tickets based on specific criteria.
• The filter pop-up window enables you to edit and fine-tune your filters to sort tickets more effectively.

Managing Custom Fields:

• By clicking on the settings icon, you can access options to manage custom fields available in tickets.
• This allows you to edit existing custom fields or add new ones tailored to your specific requirements, enhancing ticket management and organization.

Add Ticket from Chat Section

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

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

• 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.