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An account is a record that represents a logical grouping of tickets that can represent an individual customer and their associated tickets. The Tickets window enables you to view, create, modify, delete, export, and import tickets.

  • On the Accounts tab, click the Image Removed icon.
    The New Account window appears.

    • Specify values in the following fields as required to create an Account record.

    Type of the account.

  • Click Save.
    The account is created, and the details of the account appear in the Accounts window.

    • Expand
    Expand
    titleAccounts
    Expand
    titleCreating an Account
    Expand
    titleFields
    FieldDescription
    General
    Name

    Name of the account.

    Info

    This field requires a value.

    Account NumberAccount number of the account.
    Original Account NumberOriginal account number of the account commonly used if want to link an external system to this account or if the accounts were migrated from another system.
    Classification

    Classification of the account.

    Web SiteWebsite of the account.
    Original IDOriginal ID of the account.
    EmployeesCount of employees of the account.
    IndustryIndustry of the account.
    Phone OfficeOffice phone number of the account.
    Annual RevenueAnnual revenue of the account.
    Phone AlternateAlternate phone number of the account.
    Account Type
    AgentName of the agent assigned to the account.
    Agent TeamAgent team assigned to the account.
    Description
    Description Description of the account.
    Billing/Shipping
    AddressAddress of the account for billing/shipping.
    Postal CodePostal code associated with the address.
    CityCity associated with the address.
    StateState associated with the address.
    CountryCountry associated with the address.
    Other
    Ticker SymbolStock symbol of the account.
    SIC CodeStandard Industrial Classification (SIC) code of the main business categorization of the account.
    Info
    • You can create another account by using the New button.
    • You can create a contact, ticket, or note for the account by using the Contact, Ticket, or Note option of the New menu.
    • You can associate the account with an existing contact or ticket by using the Contact or Ticket option of the Link menu.
    • You can delete the account by using the Delete option of the More menu.
    • To view the table with accounts, click the Close icon (Image Removed).
    • You can create or modify an account filter by using the New Account View icon (Image Removed) or the Edit Account View icon (Image Removed) next to the search box on the Accounts tab. 
    Info
    • If you cannot easily find an account in the table, click the Advanced Search icon (Image Removed), 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.
    • To modify an account in the table, double-click the row containing the account, modify the values as required, and then click Save.
    Expand
    titleView Account List
    1. Click Accounts > View Accounts List. 
      The list contains the Account details is listed. 
    Note

    If you want to see all the accounts, in the search box, click the Clear Ticket View icon (Image Removed).

    Expand
    titleView Accounts Dashboard

    The account dashboard provides all statistics pertaining to accounts. To access the account dashboard, on the Monitor tab, on the Accounts subtab, click Account > Accounts Dashboard. 

    The following table describes the statistics that appear in the Accounts Dashboard window.

    Expand
    titleField Description
    Total AccountsTotal number of accounts.Accounts CreatedTotal number of accounts created.Accounts with Open TicketsTotal number of accounts containing open tickets.Accounts with Completed TicketsTotal number of accounts containing completed tickets.VolumeVolume chart of accounts (total and completed).Peak HoursPeak-hour chart of accounts.Peak DaysPeak-day chart of accounts.AgentsTop agents chart.Agent TeamsTop agent teams chart.AccountsTable listing accounts based on criteria specified.
    Expand
    titleImporting Accounts
    Note

    Before you begin, ensure the following:

    • Each account record in the file that you want to import contains a name for the account.
    • File size is not more than 15 MB.
    1. On the Accounts tab, click the Settings icon (Image Removed), and then click Import Accounts.
      Alternatively, on the Accounts menu, you can click Import Accounts.
      The Import Accounts window appears.
    2. Specify values in the following fields:

      • File: Click Image Removed, and then select the file containing the account data that you want to import.

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

        Info
        • 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 Account are available in the Input Filter field.

    3. Click Import.

      Info

      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 Image Removed> User Tasks. In the window, the account import task is identified by the value ACCOUNT_IMPORT in the Operation column.

      A message stating the data was imported appears. The accounts from the file imported will appear in the table in the Accounts window.

    Expand
    titleExporting Accounts
    1. Click the Settings icon (Image Removed), and then click Export Accounts.
      Alternatively, on the Accounts menu, you can click Import Accounts.
    2. A CSV file containing all accounts from the platform based on the selected view is downloaded.
    Note
    • The accounts that are exported depend on the view that you have selected.
    • If the search box displays the name Select a predefined view, all accounts appear in the table.
    • If you want to export the accounts associated with a specific account view (filer), in the search box, select the required view.
    • If you want to export all accounts, in the search box, click the Clear Account View icon (Image Removed).
    Expand
    titleContacts
    Expand
    titleNew Contacts

    To create a contact through ticketing:

    1. On the Contacts tab, click New.
      Alternatively, on the Contacts menu, you can click New Contact.
      The New Contact window appears.

    2. Specify values in the fields as required.

    3. Click Save.
      The contact is created, and the details of the contact appear on the Contacts tab.
    Info
    • You can create another contact by using the New button.
    • You can create an account, ticket, task, or note for the contact by using the Account, Ticket, Task, or Note option of the New menu.
    • You can associate the contact with an existing account or ticket by using the Account or Ticket option of the Link menu.
    • You can delete the contact by using the Delete option of the More menu.
    • To view the table of contacts, click the Close icon (Image Removed).
    • You can create or modify a contact filter by using the New Contact View icon (Image Removed) or the Edit Contact View icon (Image Removed) next to the search box on the Contacts tab. 
    Expand
    titleView Contact Lists

    To view the contacts list, click the Contacts menu and then View Contact Lists.

    All the contacts available will be listed.

    titleTickets

    The Tickets subsection of the Ticketing section enables you to manage accounts, contacts, and tickets. The Tickets tab enables you to manage a ticket, you can create, modify, and view a ticket that is required to process a ticket.  You can create a Contact and an Account from the Tickets section.

    Expand
    titleCreating a Ticket
    1. On the Tickets tab, click the  Icon.
      The New Ticket window appears.

    2. Specify values in the following fields as required.

      Info

      All the UI fields are custom fields available in the Accounts, Contact, and Ticket, you can add or remove fields from the UI.

       

      Expand
      titleFields
      FieldDescription
      Scope
      Subject

      The subject of the ticket.

      Reported By Name of the person who reported the issue or task pertaining to the ticket.
      Account

      Account number associated with the ticket.

      Info

      If the existing accounts are not associated with the ticket, you can create an account. To do so:

      1. In the Account field, click.
        The New Account window appears.
      2. Specify values in the fields, and then click Save.
      Contact

      Name of the contact associated with the ticket.

      Info

      If the existing contacts are not associated with the ticket, you can create a contact. To do so:

      1. In the Contact field, click.
        The New Contact window appears.
      2. Specify values in the fields, and then click Save.
      Description
      DescriptionDescription of the ticket.
      General
      Label

      By default, the label that was set as the default on the Settings tab of the Ticketing Config window appears in this field. You can, however, change the label.

      Info

      You can define labels for a ticket through the Settings tab of the Ticketing Config window. 

      Components

      Component for the ticket.

      Info

      You can define components for a ticket through the Settings tab of the Ticketing Config window. 

      Priority

      By default, the priority that was set as the default on the Settings tab of the Ticketing Config window appears in this field. You can, however, change the priority.

      Info

      You can define priorities for a ticket through the Settings tab of the Ticketing Config window. 

      Ticket Type

      Type of ticket.

      Info
      • The fields that appear on the ticket after it is saved depend on the value in this field, based on the configuration set on the Screen tab of the Ticketing Config window.
      • You can define types for a ticket through the Settings tab of the Ticketing Config window. 
      Status

      By default, the status that was set as the default on the Settings tab of the Ticketing Config window appears in this field. You can, however, change the status.

      Info

      You can define statuses for a ticket through the Settings tab of the Ticketing Config window. 

      Channel Communication channel from which the ticket was initiated (for example, email, call, SMS, or web).
      Agent If an agent creates a ticket, their name appears in this field.
      Agent Team

      If an agent creates a ticket and the agent is assigned to an agent team, the name of the agent team appears in this field.

      Original Ticket Number Original number of the ticket.
      Original ID Original ID of the ticket.

       

    3. Click Save.
      The ticket is created, and the details of the ticket appear on the Tickets tab.
    Info
    • To see the details of each ticket, double-click on the ticket row. 
    • On the ticket details page:
      • You can create another ticket by using the New button.
      • You can create a contact, account, task, or comment for the ticket by using the Contact, Account, Task, or Comment option of the New menu.
      • You can associate the ticket with an existing contact or account by using the Contact or Account option of the Link menu.
      • You can delete the ticket by using the Delete option of the More menu.
      • To view the table of tickets, click the Close icon ().
      • You can create or modify a ticket filter by using the New Ticket View icon () or the Edit Ticket View icon () next to the search box on the Tickets tab. 
    Expand
    titleModifying a Ticket

    1. On the Tickets tab, double-click the row containing the ticket that you want to modify.

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

      Expand
      titleTabs
      TabDescription
      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.


      Interactions

      Displays a table with interactions associated with the ticket. 

      Note

      Before you can listen to 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. You can view this option in the Agent Desktop only.

      Info

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

      LinksDisplays all the list of the web address and knowledge-based articles that are linked with the ticket.
      Attachments

      Displays attachments associated with the ticket.

      Info
      • 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.

      Info

      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. 
      3. Click View Public, if you want to make the comments viewable to the public.
        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 and who made them.

    2. Modify the values in the fields as required.

      Info
      • You can also modify the value in the Status field by using the Workflow menu.
      • To revert the changes, click Reset.

    3. Click Save.
      Your changes are saved.

    Info

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

    Expand
    titleModifying Tickets in Bulk

    When you want to modify the tickets containing similar fields, you can use the bulk modify option. The custom fields are available when you modify multiple tickets together.

    To modify multiple tickets at once:

    1. On the Tickets tab, select the checkbox next to each ticket that you want to modify, and then click Edit.
      The Edit Tickets window appears.
    2. Modify the values in the fields as required, and then click Save.
      The tickets are updated.
    Expand
    titleImporting Tickets
    Note

    Before you begin, ensure the following:

    • Each ticket record in the file that you want to import contains a subject for the ticket.
    • File size is not more than 15 MB.
    1. On the Tickets tab, click the Settings icon (), and then click Import Tickets.
      Alternatively, on the Tickets menu, you can click Import Tickets.
      The Import Tickets window appears.
    2. 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).

        Info
        • 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.

    3. Click Import.

      Info

      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.

    Expand
    titleExporting Tickets

    If you wish to share the ticketing information in a file format for verification, you can export tickets from the platform to a CSV file. 

    To export the tickets:

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

      Note
      • 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 platform based on the selected view is downloaded.