Whenever an agent deals with a customer, they are working with a ticket. While the agent is working, there is always an active ticket. If the ticket has not been saved, the ticket is known as a transient ticket. If the ticket has been saved, the ticket is known as a persistent ticket.
Whenever an agent works within Service Center, they are working on a ticket. Whenever the agent makes changes, leaves Service Center or performs other actions, they are prompted with ticket disposition options, which change the state of the ticket.
Creating and Modifying Tickets
New tickets are created through:
Manual creation of tickets – by clicking on the Create New Ticket link
Automatic creation of tickets – by performing an action, such as creating a new customer, that creates a ticket
Tickets can also be modified by:
Associating tickets with other tickets – this allows association of actions. For example, an agent can associate two separate tickets for one customer, allowing the agent to see a customer history
Escalating tickets for higher service levels – tickets can be escalated so that they may 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 the agent performs tasks that are specific to that ticket. An agent can claim a ticket task, indicating that the agent is performing actions that will affect the ticket. The agent can also sort ticket task lists by ticket status or by ticket assignment. Whenever an agent works with a ticket, the ticket disposition changes.
Creating and Modifying Customer Profiles
Any customer information that the agent views or modifies is logged and stored within a ticket. Whenever an agent create a new customer, a new ticket is created.
