.Tickets vU14

Viewing the Ticket List

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

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.
   
   

Modifying 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 ().
   • If customized ticket views (ticket filters) are created for you, you can use them to segment, track, prioritize, or manage tickets. Ticket filters are available in the search box.
   • If the search box displays the name 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 ().

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 as required, and then click Search. You can select multiple values in some of the search fields.
   

   The ticket window appears, displaying the main section. The main section displays the fields that are selected in the Ticket Highlight subtab on the Screen tab of the Ticketing Config window for the same ticket type (that is, the value in the Type field of the ticket). In addition, the window displays the following tabs.
   

   Tabs

   Tab	Description
   Detail	Displays 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 .
   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: On the New menu, click the Comment option. The New Comment window appears. 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 () next to the comment. You can delete a comment by using the Delete icon () next to the comment.
   History	Displays a table with all changes made to the ticket. The table displays the following columns: Changed By Changed On Short Description

   
   

3. Modify the values in the fields as required.
   

   • You can also modify the value in the Status field by using the Workflow menu.
   • To revert the changes, click Reset.
4. Click Save.
   The ticket is updated.

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 ().

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).

To import the tickets:

1. On the Configure tab, go to Ticketing > Tickets.
   The Tickets tab appears.
2. Click the 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 , 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 Input Filter, see Input Filter.

4. Click Import.

   You can view details 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 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 do so:

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.
   • If you want to export the tickets associated with a specific account view (filer), in the search box, select the required view.
   • If you want to export all tickets, in the search box, click the Clear Ticket View icon ().
2. Click the 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.