Ticketing is essential for efficient review handling. They centralize feedback management, ensuring timely response and resolution. By creating tickets for each review, businesses can streamline workflows, assign tasks, and track progress, leading to improved customer satisfaction.
Ticket Creation
The ticket creation button will only be visible to users with admin or manager privileges.
To create a ticket for a specific review, click on the “Ticket” button located at the bottom right corner of the review.
Once the ticket is created, the “Ticket” button will change to “Ticketed” as shown in the image below.
By clicking on the “Ticketed” button, the user can view the created ticket. Within the ticket, users can access the review, ticket status, assigned personnel, and other review properties. Users have the ability to change the ticket status, and priority, and modify values in other fields as well.
Ticket Handling
To view all the created tickets, users should click on the “Ticket handling menu” as indicated in the image below and navigate to the “ORM: Ticket Handling” page.
When users enter the “ORM: Ticket Handling” page, they will find a table that displays all the tickets created. By default, to ensure privacy, all personally identifiable information (PII) data in the table is masked.
There is a pink funnel icon located at the top right corner of the page. When clicked, a pop-up window will appear. At the bottom of the pop-up, there is an “Unmask” button. By clicking on the “Unmask” button, users can reveal the PII data.
In this filter pop-up, users have access to multiple filtering options:
- Date / Time – Tickets can be filtered in the table based on date and time.
- General filters – Tickets can be filtered by various fields such as status, assignee, priority, channel, location, etc.
- Advanced filters – Tickets can be filtered in the table using specific conditions.
- Queue Save/Update – Filters can be saved and updated for future use.
By clicking on a ticket in the table, users can view the specific ticket. Inside the ticket, users can access the review, ticket status, assigned personnel, and other review properties. Users have the ability to change the ticket status, priority, add comments, and modify values in other fields as well.
