All About The Tickets

A ticket is a holder for a conversation with the customer about a dedicated topic/issue. By raising a ticket about the issue the customers feel safer knowing that the agent will undergo a validation procedure before being allowed to operate.

TICKET CONDITIONS

There are the different condition for the tickets and the following ticket states are: –

• New
  It means the ticket has been created by a customer and agent has not sent a response to the customer yet.
  If an agent gives the reply to the customer, the ticket will change its state/condition to “open”.
• Open
  Ticket is open, an agent needs to work on it or have to give the proper response to the ticket (e. g. close it or set a pending reminder state to let others agents know that somebody is working or will work later on it)
• Pending reminder
  Tickets which will “sleep” means no further action/attention needed till pending date is reached
  Tickets will not be escalated.
  The time where the ticket is in pending reminder is not counted for escalation
• Pending close
  After pending time is reached, the ticket will be closed by Aritic automatically
• Closed
  Ticket has been solved/finished, no further action/attention needed

TICKET COLORS

Almost anywhere a ticket is being shown you will see a coloured circle. The colour defines which type of action is needed for the ticket:-

• Orange
  It means the ticket has been created and somebody/agent needs to work on it
  A pending reminder of the ticket has been reached, somebody/agent needs to work on it.
• Red
  If you see the red coloured circle near the ticket it means it has been escalated, somebody/agent needs to work immediately on this ticket to cancel escalation state (e. g. needs to send out a customer response or set the ticket to pending reminder until somebody can solve the ticket)
• Green
  Ticket is closed, no further action/attention needed
• Dark gray
  Pending reminder or pending close has been set but not yet reached, no further action/attention needed right now