You can use the Tickets tab to create and modify tickets; assign tickets to agents, agent teams, or other managers; modify multiple tickets at once; and assign tickets to a different account, as needed.

To access the Tickets tab, go to Config > Ticketing > Tickets, and then click the Tickets tab.

Creating Tickets and Associating Tickets to Accounts or Contacts

To create a ticket:

  1. Go to Config > Ticketing > Tickets.
    The Ticketing screen appears.
  2. On the Tickets menu, click New Ticket.
    The New Ticket dialog box appears.
  3. Associate the ticket to any contacts and/or accounts by selecting Contact and/or Account from the drop-down menu. You can create a Contact or Account by clicking the plus sign if Contact or Account is not added earlier.
  4. Add Description, the brief information for the Ticket.
  5. Fill in the necessary information in the General Info section:
    1. Contact Name
    2. Type of Ticket
    3. Label of Ticket
    4. Status of Ticket
    5. Priority of Ticket
    6. Assignment of ticket (Agent or Agent Team)
    7. Original Number
    8. Original ID
    9. Channel
  6. Click Save.
  • Fields marked with an asterisk (*) are required.
  • Fields displayed on each ticket type can be configured through Tickets Config. See Managing Ticketing Configurations​ section for details on field configurations.


Modifying Tickets in Bulk

You can update the tickets in bulk, to update:

  1. Select the checkbox next to the ticket you want to update, in the Tickets List view.
  2. Click Edit at the bottom Left to update the selected list of tickets. You can update the following Ticket fields in bulk:
    1. Accounts
    2. Contacts
    3. Name
    4. Type of Tickets
    5. Label
    6. Status of Tickets
    7. Priority of Tickets
    8. Reassign ticket from one Agent to another Agent, Agent to Agent Team, Agent Team to Agent
    9. Channel
  3. Click the Save button to save the changes.

Deleting a Ticket

You can delete one ticket at a time. To delete a Ticket:

  1. Double-click a Ticket to open the ticket.
  2. Select More at the top right corner.
  3. Select Delete.