Tickets

The Ticket Listing feature under the “Ekipo Service” module provides a comprehensive view of support tickets, making it easier for users to manage and monitor support requests. 

Here's how each aspect of this feature can be used:

1. Ticket Summary Section: This section displays statistics for different ticket statuses, making it easy to get an overview of the current status of support tickets. Users can quickly see how many tickets are in each of the following statuses:

1. Open: Tickets that have been submitted but not yet addressed.

2. In Progress: Tickets that are actively being worked on by support agents.

3. Answered: Tickets that have received a response but are not yet resolved.

4. On Hold: Tickets that are temporarily paused or delayed for some reason.

5. Closed: Tickets that have been successfully resolved and closed.

2. Number of Rows: Users have the flexibility to set the number of rows displayed in the listing. This feature allows them to choose the most convenient number, whether it's 10, 25, 50, 100, or displaying all available tickets.

3. Export Options: Users can export ticket data in various formats, including Excel, CSV, and PDF. This functionality is valuable for reporting and data analysis purposes. Additionally, there is a PRINT option, which might allow users to generate hard copies of ticket data if needed.

4. Refresh Icon: The presence of a refresh icon allows users to manually refresh the grid data. This can be helpful in ensuring that the displayed information is up-to-date without having to navigate away from the page.

5. Search Functionality: Users can utilize the search feature to filter and display specific ticket data based on their search criteria. This can significantly speed up the process of finding particular tickets among a large dataset.

Now, let's explain each of the grid columns:

• Checkbox: This column allows users to select one or multiple tickets for bulk actions, such as marking them as resolved or assigning them to specific agents.

• # (Ticket Number): Each ticket is assigned a unique identifier or number. This column displays the ticket number for reference.

• Subject: The subject of the ticket briefly describes the issue or request that the ticket pertains to.

• Tags: Tags are labels or keywords that can be attached to tickets to categorize and group them based on common attributes or themes.

• Department: This column indicates the department or team responsible for handling the ticket.

• Service: It specifies the service or product associated with the ticket, especially relevant for organizations offering multiple services or products.

• Contact: The contact column typically shows the name or contact information of the customer or user who submitted the support request.

• Status: This column displays the current status of the ticket, such as "Open," "In Progress," "Answered," "On Hold," or "Closed," which was explained earlier.

• Priority: Tickets can be categorized by priority, indicating their level of urgency or importance. Common priorities include "Low," "Medium," "High," or "Urgent."

• Last Reply: This column shows the timestamp of the most recent reply or interaction related to the ticket.

• Created: Indicates when the ticket was initially created, helping to track the age of the request.

Figure 1 Ticket Listing