Ticket Handling by Operator
Operators handle customer tickets in the admin panel. Tickets come into the system from various sources.
Ticket Sources
Email
Tickets are automatically created from incoming emails to the inbox associated with the helpdesk position.
Widget on the Website
Customers can create tickets directly through the widget embedded on the site.
Admin Panel
Operators can manually create tickets for customers.
Customer Information
For each ticket, the following is displayed:
- Contact Information - email, phone, first name, and last name
- CRM Association - if the customer exists in the CRM database, the ticket is automatically linked
- Ticket History - previous tickets from this customer
- External ID - customer identifier from an external system (if provided by the widget)
Ticket Handling
1. Acknowledging the Ticket
- Check the customer’s information and ticket history
- Assign the ticket to yourself or the appropriate operator
- Set the appropriate status and priority
2. Communication with the Customer
- Add internal comments (invisible to the customer) to notes
- Respond to the customer through public comments
- The customer will receive an email notification about the new response
3. Sending the Public Link to the Ticket
Each ticket has a unique public link that you can send to the customer. The link allows the customer to:
- View the status and history of the ticket without logging in
- Add comments and responses
- Track the progress of the issue resolution
The public link is automatically sent in email notifications (variable {{ticket_url}}). You can also copy the link directly from the ticket view.
4. Closing the Ticket
- After resolving the issue, change the status to “Closed”
- The customer can reopen the ticket by replying to the email or through the widget
Assigning Customer from CRM
Tickets are automatically linked to customers by:
- Email - matching by the customer’s email address
- External ID - matching by the external identifier
You can also manually assign a customer by editing the ticket.
Ticket Statuses
- New - fresh submission, requires action
- In Progress - the submission is being handled
- Waiting - waiting for a response from the customer or external action
- Closed - the submission is resolved