Business Suite

Documentation / Customer Support / Ticket Management

Ticket Management

Overview

CloudOnex Business Suite's Ticket Management system provides a robust platform for handling customer support requests efficiently. This module helps you track, respond to, and resolve customer inquiries while maintaining organized communication records.

Creating Support Tickets

Creating a New Ticket

  1. Navigate to Support → New Ticket
  2. Enter required information:
    • Subject
    • Customer details
    • Department
    • Priority level
    • Description of issue
    • Attachments (if any)

Ticket Sources

  • Customer portal submissions
  • Email-to-ticket conversion
  • Manual creation by staff
  • API integration
  • Phone call logging

Ticket Properties

Priority Levels

  • Low: Non-urgent inquiries
  • Medium: Standard requests
  • High: Time-sensitive issues
  • Critical: Emergency situations

Status Types

  • New: Recently created tickets
  • In Progress: Being worked on
  • Waiting: Pending customer response
  • Resolved: Solution provided
  • Closed: Issue completed

Managing Tickets

Basic Operations

  1. View Tickets

    • Access from Support → Tickets
    • Filter by status, priority, or department
    • Sort by date, priority, or status

  2. Update Tickets

    • Add responses
    • Change status
    • Modify priority
    • Assign to staff
    • Add internal notes

Response Management

  1. Adding Responses

    • Type your response
    • Use predefined replies
    • Attach files if needed
    • Select visibility (public/private)

  2. Using Predefined Replies

    • Access from response window
    • Customize before sending
    • Save new templates

Department Management

Setting Up Departments

  1. Go to Support → Departments
  2. Create departments based on:
    • Product lines
    • Service types
    • Expertise areas
    • Geographic regions

Department Configuration

  • Assign staff members
  • Set email notifications
  • Define auto-response messages
  • Configure routing rules

Automation Features

Automated Actions

  • Ticket assignment
  • Priority setting
  • Status updates
  • Response notifications
  • Escalation alerts

Email Integration

  1. Automatic ticket creation from emails
  2. Email notifications to customers
  3. Response tracking
  4. Thread maintenance

Knowledge Base Integration

Using Knowledge Base

  1. Link relevant articles
  2. Suggest solutions
  3. Create new articles from tickets
  4. Track article effectiveness

Smart Suggestions

  • Automatic article recommendations
  • Similar case linking
  • Solution database integration

Reporting and Analytics

Available Reports

  1. Ticket Volume Analysis

    • Daily/weekly/monthly trends
    • Department distribution
    • Priority breakdown

  2. Response Metrics

    • Average response time
    • Resolution time
    • First contact resolution rate

  3. Performance Reports

    • Agent productivity
    • Department efficiency
    • Customer satisfaction

Custom Reports

  • Date range selection
  • Custom metrics
  • Export capabilities
  • Scheduled reporting

Customer Communication

Communication Channels

  • Email notifications
  • Portal updates
  • SMS alerts (if configured)
  • In-system messages

Customer Portal Features

Customers can:

  • Create new tickets
  • View ticket status
  • Add responses
  • Upload attachments
  • Access history