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What is the Ticket Management about?
In the Ticket Management section are received all incoming customers' emails that can be picked and replied to by the Customer Service team.
What’s on the page
Please find attached below all features and options available on the table.
SLA
The SLA displayed the status of the ticket in chronological order.
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On the first green box are shown the number of emails received within the past 24h.
On the yellow box are shown the number of emails received within the past 24 and 48h.
On the orange box are shown the number of emails received within the past 48 and 72h.
On the red box are shown the number of emails received more than 72h ago.
Search bar & Filter options
By clicking on the button located just on the side of the search bar, the user can add filters to narrow down the search for an email or a group of emails
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Buttons
By using one of the below buttons, users can perform a few actions on the emails. Please remember to check first the box of the email on which the actions need to be taken
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Reassign tickets | User can reassign the ticket(s) to another user by filling the below tab  |
Delete | To delete the ticket and remove it from the inbox |
Mark as Spam | To remove it from the inbox and flag it as Spam |
Create Ticket | It will redirect the user to another page, where a new email can be written and sent to the customer  |
Merge | to merge the tickets in just one conversation. It can be very effective if a customer sent multiple new emails about the same subject |
Take | the user can assign to her/himself the ticket |
Close | to mark the ticket as closed, which means that the customer has been replied, and a solution has been provided about his/her request. |
The Mailbox
The small section, available on the left of the page, represents the mailbox of each user providing information about the number of emails that have been replied, if there is any new replying from customers
Open Tickets | |
Conversations | |
My Ticket | |
My Closed Ticket | |
All Tickets | |
Spam | |
Deleted |
Labels
The table with the list of incoming emails
Edit Buttons
Customer Info | |
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Ticket Content | |
Close Ticket | |
Assign to Owner | |
Change Priority | |
Take | |
Mark as Spam | |
Language | |
Delete Ticket |