1. Create a Ticket
The first step in a ticket system is always the creation of the ticket.
In total there are 4 ways how a ticket can be created via our WordPress HelpDesk plugin:
2. Analyse the Ticket
After a new ticket has come into the system, it needs to be categorized, analyzed and assigned.
Then the assigned agent can take care about the ticket.
To ease your work, you are able to set some defaults. In practice you can set a default status, type, system and assigned agent. So you do not need to do this manually for each new ticket.
Let the assigned Agent work
After the default assigned agent has received the ticket he can start his work. The agent can modify all information and reply to the reporters question.
3. Finalize the Ticket
The ticket has been set to solved by an agent and the customer is happy. But what then?
Most of the time the same question comes up again by another reporter.
So why not create a FAQ article and save the correct answer as a “saved reply”?