Ticketing – WISPGate Documentaion

The Ticketing System is a cornerstone of the customer support approach, designed to provide a structured and efficient way of managing and resolving customer issues.

Customizable Ticket Fields: We understand that different issues require different information. Our system allows you to create custom fields in tickets, ensuring that customers provide all the relevant details from the start.
Automated Ticket Routing: Our smart routing algorithm directs tickets to the most suitable support agents based on their skills and workload. This minimizes response times and enhances issue resolution efficiency.
SLA Management: Service Level Agreements (SLAs) are crucial in maintaining high-quality support. Our system lets you define SLAs for various issue types and priorities, ensuring that tickets are addressed within the specified timeframes.
Collaborative Resolution: Agents can collaborate within the ticket thread, seeking input from colleagues or even involving higher-level experts to arrive at the best solution.
Customer Self-Service: Our Ticketing System includes a customer portal where users can track their tickets, view updates, and find solutions to common issues through a knowledge base.

Tickets Dashboard explained.

Marked 1: “Active Tickets” displays all the active tickets in the system. “Completed” shows all the tickets that have been attended to. “Dashboard” displays a graphical interface that shows the summary of all ticket categories including active tickets, open tickets, complete tickets, total tickets, etc.
Marked 2: Shows all the tickets whether Open, Active, Completed, etc.
Marked 3: Shows the summary of all Open tickets
Marked 4: Shows all tickets that are closed
Marked 5: Shows all the different categories of the tickets
Marked 6: Shows all agents
Marked 7: Shows all users
Marked 8: Displaying the content of the various tabs (Categories, Agents and Users).

Getting Started with Ticketing

Navigate to System Management
Hover to the Tickets Section

Email to Ticket

Configure and manage how incoming emails are automatically converted into support tickets. Define accepted email addresses, assign default categories, and set up rules for parsing and prioritizing email-based tickets.

Features:

Set up support email accounts
Define ticket auto-generation rules
Enable email notifications to agents
Auto-reply to users upon ticket creation

Statuses

Manage the various stages a ticket can be in throughout its lifecycle. Customize status names, assign IDs, and determine which statuses are visible to users and agents.

Open (ID=1) – Indicates that the ticket has been opened.
In Progress (ID=2) – Indicates that the ticket is currently being worked on.
Closed (ID=3) – Indicates that the ticket has been attended to and is now closed.

Priorities

Define and manage ticket priority levels to help teams triage and resolve issues effectively. Assign different service level targets and visual tags to each priority level.

Default Priorities:

Low (ID=1) – The ticket is in its lowest priority state and does not require immediate attention.
Medium (ID=2) – The ticket does not require immediate intervention but is still considered a priority.
High (ID=3) – The ticket requires immediate or urgent intervention.

Agents

Manage the list of support agents handling tickets. Assign roles, permissions, and categories they’re responsible for. You can also track performance and workload distribution.

Agent Management Options:

Add or remove agents
Assign agents to departments or categories
View agent performance metrics
Set permission levels

Configuration

Customize system-wide ticketing settings, including SLA rules, ticket prefixes, escalation paths, and time tracking. Also includes automation rules and ticket workflows.

Settings Include: