Chapter 3 Tickets

3.1 Ticket creation

3.1.a At the front end

This is mainly made for the customers.

1. Right after installation jTickets was also added in the front end's menu. Click the menu for the ticket to view the list of tickets.

2. Click on to create a ticket.

Both the ticket creator (customer) and the moderator (support person) can change the ticket's status a he made a reply to it.

3. After supplying the needed information and your ticket's description, click Both the ticket creator (customer) and the moderator (support person) can change the ticket's status a he made a reply to it.
to complete your task.

3.1.b At the back end

Sometimes a ticket can be created at the back end if that customer can access at your backend or at least have a access level (ACL) as 'Manager.' He maybe a site member which had been a part of your company but had been separated by miles.

1. Components -> jTickets -> Tickets to go to the lists of tickets.

2. Click on to create your own ticket.
3. As you are done with the filling up of the necessary information click .




4. After submission, there will be a confirmation message for successfully creating a ticket which includes the ticket number, and informing you that you'll receive a confirmation email of the ticket you submitted.

After ticket creation:

• The ticket creator will receive a confirmation email regarding the ticket.
• The assigned Moderator (level 1) for that ticket category will receive a notification email.

Sample Confirmation Email (ticket author):

3.2 Editing a Ticket

Only the author of the ticket's replies (ticket creator and the moderator who replied) can edit a ticket. It can be edited both at the front end and back end.

• The customer can only edit his reply and not the already created ticket. The person (moderator or customer) who made the reply is the only one who have access in editing his own reply and not others.
• Make sure that you are also assigned to that ticket's category or else you can't view that ticket no matter what you're using for its search

3.2.a Front end

At the front end, only the Manager and up (Administrator, and Super Admin) has the access to edit a customer's ticket.

1. Go to the list of Tickets and find your own ticket/s by clicking button at the top right.

2. Click the 'Edit' icon beside the ticket's name to go to its edit page.

3. After the modifications, click on to successfully update that ticket.

3.2.b Back end

A ticket can also be edited by only those who have access at the back end (Manager, Administrator, & Super Administrator).

1. Components -> jTickets -> Tickets to go to the list of tickets.

2. Search for the ticket you wanted to edit. Put the ticket ID (or ticket title or the author or creator's name) inside the 'search box.' Then click "Go" next to that search box to completely display that particular ticket.

• The ticket's ID, title, or its author or creator's name can be used for searching. This would be very beneficial if you already had too many tickets on the list.
  

• If you want to search that particular ticket easily and accurately, use its ticket ID or number since it's unique and only one ticket used it. Unlike the title and its creator's name may produce more than one.
• At the back end, tickets can be edited by those who had the access rights as Manager and up to Super Administrator. While at at the front end, the author of the ticket can also edit his reply.

 

 

3. To view its edit page, you can either:

A. Click the ticket's (edit icon)

B. Click its checkbox and then click at the top right of the tickets list.

4. Finally, click the button to apply the changes made.

3.3 Deleting Ticket/s

3.3.a Single Deletion

You can delete a ticket one at a time.

2. Click only the checkbox of the ticket you want to delete.

3. Then click on at the top right corner of the page and click OK on the confirmation to successfully delete the ticket.

3.3.b Multiple Deletion

3.4 Changing Ticket's Status

There are two ways to change a ticket's status:

A. Directly on the list of tickets
B. As you reply a ticket

A. Directly on the list of tickets

1. Components -> jTickets -> Tickets

2. Find the ticket you wanted to change its status.

3. Click the Status dropdown picklist under the Status column to select what status you wanted for that ticket. Then it's done.

B. As you reply a ticket

1. Components -> jTickets -> Tickets to show the list of tickets wherein you can loom for the ticket you want.

2. Click the ticket's title to view the content of the ticket.

3. In changing a ticket's status, you need to create a reply first before you'll be able to apply its new status.

4. Click on right after your reply.

• Both the ticket creator (customer) and the moderator (support person) can change the ticket's status a he made a reply to it.

Adding Elements to "Ticket Status" picklist:

1. Components -> jTickets -> Tools

2. Tools -> Picklist to view the list of Picklists.

3. Search for "Status with No Change" then click "Add/Edit" under the column Values wherein you can add the status you want.

4. Fill in the needed information for that Picklist value and the button .

It will then be included on the list of Picklist values for this picklist (Status with No Change).

Status' Legend:

Once it is closed/solved and customer still can reply to the same ticket thus making the ticket to pending status...

3.5 Closing a Ticket

A. By changing the ticket's status to "Solved"
B. After viewing the ticket
C. Using the "close the ticket" link at an email

When the ticket's issue, problem, inquiries or concerns has been answered and solved and the customer is satisfied, this is a very good time to close a ticket.

A ticket must have one issue or topic so that it will be easier for both the customers and support persons to search for similar issues and problems to prevent multiple tickets for the same issue.

There are three ways to close a ticket:

A. By changing the ticket's status to "Solved"

You need to go to list of tickets and change its status there.

1. Components -> jTickets -> Tickets

2. On the list, search for that ticket you decided to close or has been considered as "Solved."

3. Under the Status column, click the status picklist corresponding to that ticket and select "Solved" status to completely closed that ticket.

B. After viewing the ticket

1. Components -> jTickets -> Tickets to view the list of tickets.

2. Click the ticket's title to view the content of the ticket.

3. After checking the ticket, you can click button at the upper right side of the page.

4. A confirmation to close will pop up, just choose OK to successfully close the ticket.

C. Using the "close the ticket" link at an email

Both the customer and you, as a support person, can close the ticket using the email's link to close a ticket.

1. The customer can go to his email account while the support person can also go to the bounceback email used in your ticket system.

2. Click the "close the ticket" link to redirect you to that ticket's page wherein you can view the ticket's contents.

3. Then you can proceed to the second way of closing the ticket (B. After viewing the ticket).

3.6 Moving a Ticket to Another Category

Putting tickets on its proper category is very helpful in organizing the tickets. It is also essential for easy searching of tckets. Tickets of same issue will be found in one category. Thus, minimizing the ticket submissions of the same issue with those exactly or partly the same answer and solution.
1. Components -> jTickets -> Tickets

2. Click the title of the ticket you wanted to change its category.
3. After identifying its appropriate category, click at the upper right of the page. You will be redirected to the Move Ticket view.
4. Select the right category for that ticket on the picklist for category and click the button to completely move the ticket to another category.

3.7 Reassigning Tickets

3.7.1 Reassigning Ticket to the Next Support Level
3.7.2 Follow up Reassigned Ticket

3.7.1 Reassigning Ticket to the Next Support Level

Tickets may differ on its level of difficulty. Same it's true with the support levels also. It can be level 1, 2, 3 and up. The higher it goes, the more technical the support or solution is given to the customers.
The more complex the ticket is (or it's the newest issue encountered), the bigger the possibilty it will be assigned to the higher support level which means only the higher authorities can answer or solve it.

2. Click the ticket's title to view the ticket content.
3. Select the button to redirect you to "Assign To" view.
4. Go to the picklist "Person Available" and choose the person to whom you wanted to assign that ticket.

• Make sure that this ticket's category has the assigned moderators to include in the "Person Available" picklist wherein you'll be able to select which of the moderators to assign the ticket.
• To keep track of the reassigned tickets and prevent customer frustrations due to unanswered tickets, it is best to follow up those reassigned tickets.

5. Then choose again the at the "Assign To" page.

3.7.2 Follow up Reassigned Ticket

At Joomla administrator (back-end), you can set whether to follow up a reassigned ticket or not. Following up tickets is an effective way of preventing customers from being frustrated due to delayed answers or even lost tickets especially if that ticket is urgent. There are times that the newly assigned person might forget to answer the ticket or not available to answer the ticket at a specified time. Thus, it is necessary to follow up the tickets to keep track of them and make a happy and satisfied customer.

1. Components -> jTickets -> Tickets

2. At the Tickets listing, open the selected ticket by clicking its title to view all the details for that ticket.

3. Click button.
4. Choose 'Yes' for "Follow up" after assigning the ticket to another support or moderator and putting all the needed information.

5. Click again to completely reassign the ticket.

3.8 Viewing Customer's Tickets

Of course this is very important because if you can't view the ticket, you will not be able to answer it.

Tickets can be viewed in many ways. It can be at the front end or back end (Joomla administrator). You can also trace the link to the ticket on the email notification you received. Thus, we'll just divide it into three:

A. Viewing Ticket at the Front end
B. Viewing Ticket at the Back end
C. Following the ticket's link at the notification email

A.  Viewing Ticket at the Front end

Login first at the front end before you can view (either your own or those public) tickets.

Both the customer and the support people can view the tickets here.

1. Go to the list of tickets.

2. Choose the button to view tickets which allow the 'public' to view or those tickets which are 'private.'

3. Or if you want toview your own ticket (your submitted tickets or tickets assigned to you as a moderator), just click on .

4. To check the ticket's content, click the title of the ticket.

B.  Viewing Ticket at the Back end

Normally, the access to Joomla administrator is limtied only down to site or company's employees such as the support team. But for some instances, a few customers have the access rights at the back end depending on the site owner himself whom to give.

1. Components -> jTickets -> Tickets to view the listing of tickets.

2. Three ways to go to the tickets:

a. Click to view the newly submitted tickets and are not yet opened.

b. Choose (both New and Old pending tickets) to view only the previously answered tickets but waited for reply from the support people.

• Tickets were arranged according to its date it was submitted or replied by the customer. Starting at the oldest tickets to the newest ones to prevent delay of answers or replies.
• Oldest pending -- on top of the list
• New Pending -- at the last or bottom of the list.

c. Searching a ticket by its ID

Put the ticket's ID at the search box and click "Go" to view that specific ticket.

3. Then click the ticket's title to view its content where you can reply to it.

C. Following the ticket's link at the notification email

Tickets can be viewd by clicking the ticket's link at the notification email.

Then, it will bring you directly to the ticket's content itself (it's already opened).