ATG Ticketing provides you with the ability to record and track customer and transaction driven inquiries and events received through call center, order placement, and similar applications. ATG Ticketing is not a separate product, SKU, or download, but is part of the ATG Platform and the ATG Service application builds.
ATG Ticketing logically groups customer interactions and/or related activities across channels and supports agent/user assignments to tickets created as a result of these interactions and activities. Tickets are stored as ATG repository items, accessible using the ATG Control Center (ACC).
Depending on the other ATG applications currently in use within your organization, ATG Ticketing related items and features can be accessed from the ATG Service Center tabs and panels, including:
Global Context area- for accessing active tickets, current ticket/ticket activities, and current ticket customer information
Tickets tab - for creating and managing tickets
Customers tab - for creating and managing customer profiles
Tasks tab - for managing ticket tasks
Whenever a user performs a transaction, a ticket is generated. There is always an active ticket, regardless if the ticket has been saved or not. A ticket that has been saved to the repository is known as a persistent ticket, while an unsaved ticket is known as a transient ticket.
