Ticketing allows you to perform the following actions. Whenever you deal with a customer, you work with a ticket. While you’re working, there is always an active ticket. If you have not yet saved the ticket, the ticket is known as a transient ticket. If you have saved the ticket, the ticket is known as a persistent ticket.
Whenever you work with Service Center, you are working on a ticket. When you make changes, leave Service Center or perform other actions, you may be prompted with ticket disposition options. Disposition options change the state of the ticket.
Creating and Modifying Tickets
You can create a new ticket by performing one of the following tasks:
Manual creation of tickets – by clicking on the Create New Ticket link
Auto creation of tickets – by performing an action, such as creating a new customer, that creates a ticket
Whenever you work within Service Center, you are working on a ticket. If you make changes to a user account, or make a note or access information, you modify the ticket. You can also specifically modify tickets by:
Associating tickets with other tickets – this allows you to associate actions. For example, you can associate two separate tickets for one customer, allowing you to see a customer history
Escalating tickets for higher service levels – you can escalate a ticket to be reviewed by a supervisor or manager.
Closing tickets as duplicates of other tickets – it is also possible to close duplicate tickets, or to identify a ticket as a duplicate of another
Working with Ticket Tasks
When working with tickets you can work with tasks that are specific to that ticket. You can claim a ticket task as your own, indicating that you are taking action that will affect the ticket. You can also sort ticket task lists by ticket status or by ticket assignment. Whenever you work with a ticket, the ticket disposition changes and you may be prompted to perform an action to save the ticket information.
Creating and Modifying Customer Profiles
Whenever you work with a customer, you are working with a ticket. Viewing customer information in the customer profile screen, or modifying customer information is logged and stored within a ticket. Whenever you create a new customer, you are creating anew ticket.
