Customer Tickets Screen
Prepaid Hours
Prepaid hours can be allocated to a customer.
The following fields are located in the Prepaid hours section:
Prepaid Hours Available (ready only)
The number of prepaid hours allocated to the customer.
Add Prepaid Hours
Select the number of prepaid hours to allocate, in blocks of 1 to 100 hours.
End Date
If the prepaid hours have an expiry date, specify the date in this field.
Prepaid hours are deducted in the Productivity Report ( Reports > Productivity Report).
Action Buttons
Add confirms the allocation of prepaid hours.
New Ticket
New Ticket creates a new ticket.
Please see the CommTrak Support Centre article, Creating / Modifying a Ticket, for information relating to the creation of a new ticket.
Tickets Search
This section of the article contains an overview of the Ticket Search /Scope features. For a detailed description of the features, including examples, please refer to the Customer Ticket Search article.
Entering a minimum of 3 characters into the Search field automatically searches all the Customer's Tickets.
The following fields are searched for a match to the search characters::
- Ticket ID
- Subject
- Description
- Ticket Notes
When a minimum of 3 characters have been entered, a dropdown list is displayed if any matches are found:
To search for a specific Ticket ID, start typing the ID (either with or without the TK prefix):
- Pressing any item in the results dropdown will display the selected Ticket.
- When search results are displayed in the dropdown list, pressing the Find button filters the Ticket lists (Active, Closed and Cancelled Tickets) to display only Tickets matching the search text.
- To clear the search filter, remove any text from the search field and press Find .
Ticket Allocation Search
The options in the drop-down list allow filtering by:
- Show All
- Created by me
- Allocated to me
- Department - Select a department to list tickets allocated to it
- Staff - Select a staff name to list tickets allocated only to them
The tickets lists are refreshed immediately upon selecting one of the above options.
Ticket Filter Scope
The Ticket Filter Scope dropdown option restricts the Tickets lists (Active, Closed, Cancelled tickets), to only display Tickets that match the selected option (in addition to any search characters that may have been entered).
The options are:
- My Scope
- Show All
- Created by me
- Allocated to me
The Ticket lists update automatically, when a scope option is selected.
For more detailed information about scope, please refer to the Customer Ticket Search article.
Filter By Ticket Type
A selectable list of Ticket Types is displayed to the right of the Search text-box and button.
Tick one or more boxes to filter the ticket lists to show only the selected Ticket types.
If no Ticket Types are selected, then all ticket types are displayed in the ticket lists.
Ticket Types are configured in Settings > Tickets Settings > Ticket Types
Active Tickets
This section of the screen lists Active Tickets based upon the filters or searches (if any) that have been applied in the Tickets Search section.
An Active Ticket is a ticket that does not have a status of Closed or Cancelled.
Each row in the Active Tickets list, relates to a single active ticket. Colour-coding, and other visual features are used to provide visual cues, to the user, as to the status of the ticket. Please see the Active Ticket List Features section, below, for further details.
Clicking the more info (i icon) located at the left of each ticket row, displays additional information about the ticket, in an expanding area.
Clicking any ticket item in the Active Tickets list will open the ticket in a separate pop-up browser window. See the following Support Centre articles for information about viewing and editing Tickets:
Active Ticket List Features
The Active Tickets list has several features to assist in the management of tickets:
Unread tickets
Tickets that have not been viewed by the currently logged-in user, are displayed in bold text. Once viewed, the text in the ticket row is no longer bold.
If the currently logged-in user wishes to revert the ticket to being unread, this can be achieved by viewing the ticket and clicking ; the pop-up ticket window will immediately close, and the ticket information, in the Active Tickets list, will be displayed in bold text.
The read / unread ticket feature only relates to the currently logged-in user; i.e. each CommTrak user's read / unread status for each ticket is registered separately.
Marking a ticket as unread does not affect the Seen By count or history; please see Creating / Modifying a Ticket, Seen By, for further information.
Overdue tickets
When a deadline has been specified for a ticket, and the deadline has been breached, the ticket information will be displayed in red text.
Last Action By
If the previous ticket note (if any) was created by a CommTrak user, the name of the Department/Staff will be displayed in green text, indicating that an action has occurred on the ticket.
If a contact subsequently replies to a ticket, the Contact name will appear in green text, and the Department/Staff name will revert to a colour other than green.
This feature can act as a guide to in identifying who is required to carry out the next action relating to a ticket. For example, if a CommTrak user has added a ticket note that emails a contact, the Department/Staff name will be displayed in green, thus indicating that a response may be required from the contact. When the contact replies to the ticket email, the contact name will be displayed in green, thus indicating that the CommTrak department / staff may be required to respond.
Be aware that the green colour-coding is intended to be a guide only; it is not guaranteed that the department / staff name appearing in green text, can wait until the contact has responded. Other actions, which do not rely on a response from the contact, may also be needed to resolve the ticket.
Previous Tickets
This section lists Previous Tickets based upon the filters or searches (if any) that have been applied in the Tickets Search section.
Tickets in the Previous Ticket section have one of the following statuses:
- Closed
- Cancelled
Previous tickets can be opened, by clicking on the ticket item row, and the status can be changed if required; for example, if the ticket needs to be reopened.