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You can create a new ticket, view or modify the ticket information, import or export tickets, and associate contacts and accounts with tickets using the Tickets tab of the Tickets window. 

Viewing the Ticket List

To view the list of all tickets, on the Configure tab, go to Ticketing > Tickets, and then in the window that appears, click View Tickets List on the Tickets menu.

Ticket Filter

  • If there are customized ticket views (ticket filters), you can use these filters to segment, track, prioritize, or manage tickets. If ticket filters have been created, they are visible in the search box.
  • If the search box displays: Select a predefined view, all tickets appear in the table.

  • If, after selecting a ticket filter in the search box, you want to view all tickets, click the Clear Ticket View icon (Clear Ticket View icon).

  • You can create or modify a ticket filter using the New Ticket View icon (New Contact View icon) or the Edit Ticket View icon (Edit Contact View icon) next to the search box on the Tickets tab. For more information, see Ticket Views.

Modifying the Tickets List Table

  • To sort the ticket values in a column in ascending or descending order, click the column heading once or twice as required. Alternatively, you can click the arrow next to the column heading, and then select Sort Ascending or Sort Descending.
  • To display only certain columns, click the arrow next to any column heading, click Columns, and then clear the checkboxes next to the columns that you do not want to be displayed in the table.
  • To filter the tickets based on a column, click the arrow next to the column heading, click Filters, and then specify the text based on which you want to filter the tickets.

Creating a Ticket

To create a ticket:

  1. On the Configure tab, go to Ticketing  > Tickets.
    The Tickets tab appears.
    Alternatively, on the Tickets menu, you can click New Ticket.

  2. On the Tickets tab, click New.
    The New Ticket window appears.

  3. Specify values in the following fields as required.

    For information about the fields, see Ticket Field Descriptions.

  4. Click Save.
    A message stating that the ticket is created appears. The details of the ticket appear on the Tickets tab.

On the ticket details window:

  • You can create another ticket by using the New button.
  • You can create a contact, account, or comment for a ticket using the Contact, Account, or Comment option of the New menu.
  • You can associate a ticket with an existing contact or account using the Contact or Account option of the Link menu.
  • You can delete a ticket by using the Delete option of the More menu.
  • To go back to the Tickets window, click the Close icon (Close icon).

Depending on the workflow configured for the ticket, one of the following actions occurs when a ticket is created or updated, or when a nightly run is initiated:

  • An email is sent to the customer.
  • An SMS is sent to the customer.
  • A work queue task is created.
  • A field in the ticket is modified.
  • An API function is called.

For more information, see Ticket Workflows.

Modifying a Ticket

You can modify an existing ticket to include values or entries that you have missed to add previously or want to update a ticket.

To modify a ticket:

  1. On the Configure tab, go to Ticketing > Tickets. 
    The Tickets tab appears, displaying a table     with tickets that you recently viewed.

    • To view all tickets, in the search box, click the Clear Ticket View icon (Clear Ticket View icon).
    • If there are customized ticket views (ticket filters), you can use these filters to segment, track, prioritize, or manage tickets. If ticket filters have been created, they are visible in the search box.
    • If the search box displays: Select a predefined view, all tickets appear in the table.
    • If, after having selected a ticket filter in the search box, you want to view all tickets, click the Clear Ticket View icon (Clear Ticket View icon).

  2. Double-click the row containing the ticket that you want to modify.

    If you cannot easily find the ticket in the table, click the Advanced Search icon (), and then, in the search window, specify values in the fields that pertain to the ticket, and click Search. You can select multiple values in some of the search fields.

  3. The ticket window appears, displaying the ticket details. 

    You can modify the required fields to appear in the Tickets window from the Screen tab in the Ticket Highlight subtab on the Screen tab of the Ticketing Config window. For more information on the Screen tab, see Ticket Screen.

    In addition, the window displays the following tabs.

    TabDescription
    DetailDisplays fields that are selected in the Ticket Detail subtab on the Screen tab of the Ticketing Config window for the same ticket type.
    Custom Fields

    Displays fields that are selected for the ticket entity in the Field window.

    For more information, see Field Settings.

    Interactions

    Displays a table with interactions associated with the ticket. The table displays the following columns:

    • Type
    • Agent
    • Target
    • Original Contact #
    • Date
    • Start
    • End
    • Subject
    • Outcome
    • Campaign

    Before you can listen to an interaction on this tab, ensure that the Allow Playing Audio Recording checkbox is selected for the ticket page on the Desktops tab of the Designer window. For more information, see the Designer Guide.


    To listen to the interaction, double-click the row containing the interaction, and then, in the Call Detail window, click .

    Links

    Enables you to link the ticket to an Account, Contact, Knowledge Base (KB) article, another Ticket, or a web address.

    Attachments

    Displays attachments associated with the ticket.

    • You can add an attachment by using the Browse button.
    • You can download an attachment by clicking the attachment.
    • You can delete an attachment by using  next to the attachment.
    Comments

    Displays comments associated with the ticket.

    To add a comment:

    1. On the New menu, click the Comment option.
      The New Comment window appears.
    2. Specify your comment in the text box, format it as required, and then click Save. 
      The comment is added, and it appears on the Comments tab, along with your name and time stamp.
    • You can modify a comment by using the Edit icon (Edit icon) next to the comment.
    • You can delete a comment by using the Delete icon (Delete icon) next to the comment.
    Tasks

    Displays all the tasks that are performed for the selected ticket.

    History

    Displays a table with all changes made to the ticket. The table displays the following columns:

    • Changed By
    • Changed On
    • Short Description
    Submitted Form

    If the ticket is connected to any forms, then the form details is displayed.


  4. Modify the values in the fields as required.

    • You can also modify the value in the Status field by using the Workflow menu. For information on the ticketing workflows, see .Ticketing 1 vU17
    • To revert the changes, click Reset.
  5. Click Save.
    The ticket is updated.

To view the table of tickets, click the Close icon (Close icon).

Modifying Tickets in Bulk

To modify multiple tickets at once:

  1. On the Configure tab, go to Ticketing > Tickets.
    The Tickets tab appears, displaying a table with tickets that you recently viewed.

    To view all tickets, in the search box, click the Clear Ticket View icon (Clear Ticket View icon).

  2. Select the checkbox next to each ticket that you want to modify, and then click Edit.
    The Edit Tickets window appears.
  3. Modify the values in the fields as required, and then click Save.
    The tickets are updated.

Importing Tickets

You can import tickets from a file to the LiveVox Portal (LVP).

Before you begin, ensure the following:

  • Each ticket record in the file that you want to import contains a subject for the ticket.
  • The file size is not more than 15 MB.

To import the tickets:

  1. On the Configure tab, go to Ticketing > Tickets.
    The Tickets tab appears.
  2. Click the Settings icon (Settings icon), and then click Import Tickets.
    Alternatively, on the Tickets menu, you can click Import Tickets.
    The Import Tickets window appears.
  3. Specify values in the following fields:

    • File: Click magnifying glass icon, and then select the file containing the ticket data that you want to import.

    • Input Filter: Select an Input Filter (a predefined format to import the data in the file).

      • Ensure that the format of the file that you select in the File field corresponds to the format of the selected Input Filter. 
      • Only the Input Filters whose target is Ticketing are available in the Input Filter field.
      • For information about the Input Filter feature, see Input Filter.

  4. Click Import.

    You can view information, such as the status of the import or the date and time when the import started or ended in the User Tasks window. This window appears when you go to User icon> User Tasks. In the window, the ticket import task is identified by the value TICKETING_IMPORT in the Operation column.

    A message stating the data was imported appears. The tickets from the file appear in the table on the Tickets tab.

Exporting Tickets

You can export tickets from the LiveVox Portal (LVP) to a CSV file.

To export tickets:

  1. On the Configure tab, go to Ticketing > Tickets.
    The Tickets tab appears, displaying a table with tickets.

    • The tickets that are exported depend on the view that you have selected.
    • If the search box displays the name Select a predefined view, all tickets appear in the table.
    • To export the tickets associated with a specific account view (filer), in the search box, select the required view.
    • To export all tickets, in the search box, click the Clear Ticket View icon (Clear Ticket View icon).
  2. Click the Settings icon (Settings icon), and then click Export Tickets.
    Alternatively, on the Tickets menu, you can click Export Tickets.
    A CSV file containing the tickets from the LVP (depending on the selected view) is downloaded.
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