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Tickets

You can use the Tickets tab of the Ticketing window to perform the following actions:

  • Create, modify, and view tickets
  • Modify tickets in bulk
  • View the ticket dashboard

View Tickets

To view tickets :

  1. On the Configure tab of the LiveVox Portal, click Ticketing > Tickets.
    The Ticketing window appears.
  2. Click the Tickets tab.
    A table of tickets that you recently viewed appears:



If the table is empty, on the Tickets menu, click View Tickets List.

Create a Ticket

To create a ticket:

  1. On the Configure tab of the LiveVox Portal, click Ticketing  > Tickets.
    The Ticketing window appears.
  2. On the Tickets menu, click New Ticket or click New on the Ticketing window.
    The New Ticket dialog box appears.



  3. Enter values in the following fields.

    SectionFieldDescription
    ScopeSubject

    This field is required.

    Enter the subject of the ticket.

    Reported ByEnter the name of the user who reported the issue or task related to the ticket.
    Account

    Enter the account associated with the ticket.

    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 dialog box appears.
    2. Enter values in the fields on the dialog box, and then click Save.
    Contact

    Enter the contact associated with the ticket.

    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 dialog box appears.
    2. Enter values in the fields on the dialog box, and then click Save.
    DescriptionDescriptionEnter a description for the ticket.
    General InfoLabelBy 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.
    ComponentEnter a component for the ticket.
    PriorityBy 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.
    Ticket Type

    Enter the type of ticket.

    The fields that appear on the ticket after it is saved depend on the value in this field, based on the configuration saved on the Screen tab of the Ticketing Config window.

    StatusBy 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.
    ChannelEnter the communication channel from which the ticket was initiated.
    AgentIf an agent created 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 agent team appears in this field.

    Original NumberEnter the original number of the ticket.
    Original IDEnter the original ID of the ticket.

  4. Click Save.
    The ticket is created, and it appears on the table.

To modify the ticket, double-click the ticket, modify the values in the fields as required, and then click Save.

Modify a Ticket

To modify a ticket:

  1. On the Configure tab of the LiveVox Portal, click Ticketing  > Tickets.
    The Ticketing window appears.
  2. On the Tickets menu, click View Tickets List.
    A table of tickets appears.

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

    If you cannot easily find the ticket, click  (Advanced Search), and then, on the search box that appears, enter values that match those in the ticket in the respective fields, and then click Search.

    The Search feature also supports custom fields and blank or unassigned fields. You can select multiple fields for each of the search fields.


    The Tickets window appears, displaying the following sections.

    SectionDescription
    MainContains fields that are selected in the Ticket Highlight section on the Screen tab of the Ticketing Config window for the ticket type (that is, the value in the Type field of the ticket)
    InfoContains fields that are selected in the Ticket Detail section on the Screen tab of the Ticketing Config window for the ticket type
    Custom InfoContains fields that are selected for the ticket entity on the Field window, which appears when you go to Configure > System > Fields
    Interactions

    Contains a table of interactions by agents. The table contains the following columns:

    • Agent
    • Target
    • T (that is, Type)
    • Original Contact #
    • Date
    • Start
    • End
    • Campaign
    • Call Center
    • Service
    • Caller Id
    • Outcome
    • Subject

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


    To listen to the interaction, double-click the row containing the interaction, and then, on the Call Detail page that appears, click .

    Comments

    Contains comments

    To add a comment:

    1. Click New.
      A text box appears.
    2. Enter your comment in the text box, and then format it as required.

    3. Click Save. 
      The comment is added, and it appears in the section, along with your name and the date that it was added.

    • To modify a comment, use  next to it.
    • To delete a comment, use  next to it.
    Attachments

    Contains attachments

    To add an attachment, click Attach, select the file that you want to attach, and then click Open on the dialog box.
    The attachment is added, and it appears in the section, along with your name and the date that it was added.

    • To download an attachment, use next to it.
    • To delete an attachment, use  next to it.
    History

    Displays a table of changes made to the ticket. The table contains the following columns:

    • Changed By
    • Changed on
    • Action
    • Short Description

  4. Modify the values in the fields as required.

    • You can also modify the values in the Account and Contact fields using the Link menu, which contains the Account and Contact options.
    • You can also create an account or contact to associate with the ticket using the New menu, which contains the Account and Contact options.
    • You can also modify the value in the Status field using the Workflow menu.
    • To revert the changes, click Refresh or Reset.

  5. Click Save.
    The ticket is modified.

  • To close the ticket window, click .
  • To view the previous ticket window, click .
  • To view the next ticket window, click . 

Modify Tickets in Bulk

To modify tickets in bulk:

  1. On the Configure tab of the LiveVox Portal, click Ticketing  > Tickets.
    The Ticketing  window appears.
  2. On the Tickets menu, click View Tickets List.
    A table of tickets appears.
  3. Select the checkboxes next to each ticket that you want to modify.
  4. Click Edit.
    The Update Ticket(s) dialog box appears, displaying the following fields:
    • Account
    • Contact
    • Subject
    • Type
    • Label
    • Status
    • Priority
    • Agent Team
    • Agent
    • Channel
  5. Modify the values in the fields as required, and then click Save.
    The selected tickets are modified.

Modify or Create a View for the Tickets Table

You can modify the view of the table of tickets or create a view for the table of tickets.

To modify the view of the table, in the drop-down list box above the column headings, select the view as required.

The options in the box depend on the views saved on the View tab of the Ticketing Config window.

If you want to modify a view itself, in the drop-down list box, select the view, and then click ; in the Edit Search View dialog box that appears, modify the values in the sections as required, and then click Save.

To create a view:

  1. On the Configure tab of the LiveVox Portal, click Ticketing  > Tickets.
    The Ticketing  window appears.
  2. Click  next to the drop-down list box.
    The New Search View dialog box appears.

  3. Enter values in the fields as required, and then click Save.

    For information about the fields, see the Views subsection in the Ticket Configuration section of this documentation.

    The view is created, and it appears in the drop-down list box as an option.

Delete a Ticket

To delete a ticket:

  1. On the Configure tab of the LiveVox Portal, click Ticketing  > Tickets.
    The Ticketing  window appears.
  2. On the Tickets menu, click View Tickets List.
    A table of tickets appears.
  3. Double-click the row containing the ticket that you want to delete.
    The ticket window appears.
  4. On the More menu, click Delete.
    The Confirm dialog box appears.
  5. Click Yes.
    The ticket is deleted.

View the Ticket Dashboard

To view the ticket dashboard:

  1. On the Configure tab of the LiveVox Portal, click Ticketing  > Tickets.
    The Ticketing  window appears.
  2. On the Tickets menu, click View Tickets Dashboard . Alternatively, you can go to Monitor > Ticketing > Tickets Dashboard.
    The ticket dashboard appears.

The ticket dashboard of the Ticketing window contains an overview of the following actions that are performed on tickets:

  • Count of tickets
  • Count of open tickets
  • Count of addressed tickets
  • Count of replies
  • Count of customers helped
  • Count of contacts helped

  • Count of tickets addressed within the service level agreement (SLA) limit which is defined by the priority that is selected for the dashboard

    The SLA limit is always defined by the priority that is selected for the dashboard.


  • Count of tickets that were not completed within the SLA limit

    This count also considers canceled tickets.


  • Count of tickets that are neither canceled nor closed and are within 20% of the SLA limit
  • Average duration of first response
  • Average count of tickets
  • Average count of replies
  • Volume chart of tickets (that is, new and completed)
  • Peak-hour and peak-day charts of tickets
  • Top agents chart
  • Top agent teams chart
  • List of tickets

You can filter the dashboard by segment, priority, label, type, and date range.

You can create predefined tickets reports dashboard views for yourself, agents, or agent teams. Views help you easily find and monitor actions performed on the tickets without the need for a manual search.

To create a view:

  1. Click .
    The New Search View dialog box appears.
  2. Enter a name for the view in the View Name field.

  3. Enter values in the fields in the following sections for a view:

     Section

    Description

     Section

    Description

    Specify Filter Criteria

    Enter the filter criteria in the following fields:

    • Agent
    • Agent Team
    • Priority
    • Type
    • Label
    • Date Range
    Restrict Editors

    To allow or restrict modification of a ticket view, select one of the following options as required:

    • Everyone: Indicates that all users can modify the ticket view

    • Users: Indicates that only the selected users can modify the ticket view

      • If you select this option, in the Available Users subsection that appears, select the users for whom you want to allow the modification of the ticket view, and then click the right-arrow icon.

        • To revert the change, click .
        • If you do not want a user to be able to modify a ticket view, in the Selected Users subsection, select the user, and then click  .


    Restrict Visibility 

    To allow or restrict visibility of a ticket view, select one of the following options as required:

    • Everyone: Indicates that all users can view the ticket view
    • Users: Indicates that only the selected users can view the ticket view
    • Agents Teams: Indicates that only the selected agent teams can view the ticket view

    • Agents: Indicates that only the selected agents can view the ticket view

    • If you select the Users, Agent Teams, or Agents option, move the users from the Available Users subsection to the Selected Users subsection. 
    • If you do not want the selected users to be able to view the ticket view, move them from the Selected Users subsection to the Available Users subsection.
    • To revert the change, click .
  4. Click Save.
    The Tickets Reports Dashboard view is saved.

To modify a view:

  1. Select the view in the Select a predefined View drop-down list.
  2. Click .
    The Edit Search View dialog box that appears.
  3. Modify the values in the sections as required, and then click Save.

To delete a view:

  1. Select the view in the Select a predefined View drop-down list.
  2. Click .
    The Edit Search View dialog box that appears.
  3. Click Delete.
    The selected view is deleted.
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