Ticket Management
The Ticket Management module handles user-submitted issues and requests, providing efficient customer support services.
Overview
Ticket List
View and manage all tickets:
- Ticket ID: Unique identifier
- Title: Issue summary
- Type: Technical/Account/Complaint/Suggestion
- Priority: Urgent/High/Medium/Low
- Status: Pending/In Progress/Resolved/Closed
- Submitter: Ticket creator
- Assignee: Handler
- Created: Submission time
- Updated: Last update time
- Response Time: First response duration
- Resolution Time: Problem resolution duration
Ticket Details
View complete ticket information:
- Basic Info: Title, type, priority
- Content: Detailed description
- Attachments: Screenshots, files
- Communication: Complete conversation history
- Processing Log: Ticket workflow records
- User Info: Submitter details
- Related Orders: Associated order info
Ticket Types
Technical Support
Technical issues:
Common Issues:
- Connection problems
- Configuration issues
- Performance issues
- Compatibility issues
- Usage tutorials
Handling Points:
- Quick diagnosis
- Provide solutions
- Remote assistance if needed
- Follow up until resolved
Account Issues
Account-related problems:
Common Issues:
- Login problems
- Password reset
- Account security
- Info modification
- Account deletion
Handling Points:
- Verify identity
- Protect account security
- Process promptly
- Log operations
Order Issues
Order-related problems:
Common Issues:
- Order inquiry
- Payment issues
- Refund requests
- Invoice issuance
- Order modification
Handling Points:
- Verify order info
- Follow procedures
- Update progress
- Ensure satisfaction
Product Inquiry
Product-related questions:
Common Issues:
- Product features
- Package selection
- Usage recommendations
- Upgrade options
- Pricing policies
Handling Points:
- Professional answers
- Recommend suitable options
- Provide detailed materials
- Promote conversions
Complaints & Suggestions
User feedback:
Common Content:
- Service complaints
- Product suggestions
- Feature requests
- Experience feedback
Handling Points:
- Listen carefully
- Respond promptly
- Handle appropriately
- Track improvements
Ticket Workflow
Ticket Creation
User submits ticket:
- Select Type: Choose ticket type
- Enter Title: Brief description
- Detailed Description: Explain situation
- Upload Attachments: Add screenshots
- Submit: Submit for processing
Ticket Assignment
Auto or manual assignment:
Auto Assignment:
- By ticket type
- By workload
- By expertise
Manual Assignment:
- Admin assigns
- Agent claims
- By priority
Ticket Processing
Agent handles ticket:
- Receive: View details
- Analyze: Understand issue
- Communicate: Discuss with user
- Provide Solution: Offer resolution
- Execute: Perform actions
- Confirm Resolution: Verify solved
- Close: Close resolved ticket
Ticket Escalation
Escalate when needed:
- Level 1: Submit to senior support
- Level 2: Submit to tech team
- Urgent: Submit to management
- Cross-department: Multi-team collaboration
Ticket Closure
Close after completion:
- Resolved: Successfully solved
- User Confirmed: User satisfied
- Auto-close: Timeout auto-close
- No Action Needed: Invalid ticket close
Status Management
Pending
Newly submitted:
- Awaiting assignment
- Needs quick response
- Sorted by priority
- SLA timer starts
In Progress
Being handled:
- Agent assigned
- Actively resolving
- May take time
- Regular updates
Awaiting User
Waiting for feedback:
- Need user information
- Awaiting confirmation
- Pause SLA timer
- Auto-reminder on timeout
Resolved
Problem solved:
- Solution provided
- Issue resolved
- Awaiting user confirmation
- May reopen
Closed
Ticket closed:
- Process complete
- Archived
- Viewable history
- No further modification
Priority Management
Urgent
Highest priority:
Scenarios:
- Service down
- Security vulnerability
- Data loss
- Critical bug
Requirements:
- Immediate response
- Priority handling
- Quick resolution
- Full tracking
High
High priority:
Scenarios:
- Core function failure
- Affects multiple users
- VIP customer issues
Requirements:
- 2-hour response
- Same-day resolution
- Timely feedback
Medium
Normal priority:
Scenarios:
- General function issues
- Usage inquiries
- Regular requests
Requirements:
- 24-hour response
- 3-day resolution
- Follow standard process
Low
Low priority:
Scenarios:
- Feature suggestions
- Experience optimization
- Documentation issues
Requirements:
- 3-day response
- Reasonable scheduling
- Planned resolution
Communication
Reply
Communicate with user:
- Public Reply: User-visible response
- Internal Note: Internal communication
- Attachments: Upload files, screenshots
- Templates: Use quick reply templates
Quick Replies
Preset templates:
- FAQ answers
- Standard responses
- Operation guides
- One-click send
Communication Tips
Effective communication:
- Friendly and professional tone
- Clear and specific replies
- Provide concrete solutions
- Timely follow-up
- Confirm satisfaction
Statistics
Ticket Volume
Track quantity:
- Total Tickets: All tickets
- New Tickets: Daily new tickets
- Pending: Unresolved tickets
- Resolved: Resolved tickets
- Trend: Volume changes
Efficiency
Analyze performance:
- Avg Response Time: First response duration
- Avg Resolution Time: Problem resolution duration
- Resolution Rate: Success ratio
- Timeout Rate: SLA breach ratio
Agent Performance
Staff statistics:
- Handled: Tickets per agent
- Resolution Rate: Success ratio
- User Satisfaction: User ratings
- Response Speed: Avg response time
Issue Analysis
Analyze common issues:
- Categorization: Issue distribution
- Frequent Issues: Most common
- Difficult Issues: Hard to resolve
- Improvements: Optimization directions
SLA Management
SLA Standards
Service level agreement:
Response Time:
- Urgent: Within 15 minutes
- High: Within 2 hours
- Medium: Within 24 hours
- Low: Within 3 days
Resolution Time:
- Urgent: Within 4 hours
- High: Within 1 day
- Medium: Within 3 days
- Low: Within 7 days
SLA Monitoring
Track SLA compliance:
- Real-time SLA monitoring
- Alert on approaching timeout
- Track SLA achievement rate
- Analyze timeout causes
Automation
Auto-assignment
Automatic ticket assignment:
- By type
- Load balancing
- Round-robin
- Smart assignment
Auto-reply
Auto-respond to common issues:
- FAQ auto-answers
- Receipt confirmation
- Status change notifications
Auto-escalation
Auto-escalate overdue tickets:
- Timeout auto-escalate
- Urgent auto-escalate
- Repeat issue auto-escalate
Auto-closure
Auto-close tickets:
- Resolved timeout auto-close
- No response auto-close
- Duplicate auto-merge
Knowledge Base Integration
FAQ
Build FAQ knowledge base:
- Compile common questions
- Provide standard answers
- Self-service lookup
- Reduce ticket volume
Solution Library
Document solutions:
- Record typical cases
- Summarize resolution methods
- Team knowledge sharing
- Improve efficiency
Best Practices
- Respond promptly to tickets
- Accurately understand issues
- Provide professional solutions
- Maintain friendly communication
- Follow up until resolved
- Build comprehensive knowledge base
- Regularly analyze ticket data
- Continuously optimize processes
Troubleshooting
Slow Response
Possible causes:
- High ticket volume
- Insufficient staff
- Poor assignment
- Priority issues
Poor Handling Quality
Improvements:
- Enhance training
- Improve knowledge base
- Optimize workflow
- Establish assessment
Low Satisfaction
Improvements:
- Improve response speed
- Better service attitude
- Enhance resolution capability
- Strengthen communication
Next Steps
- User Management - View user info
- Document Management - Improve help docs
- System Config - Configure ticket system