Managing Ticketing Workflow by Views
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Customers are the lifeline of any business. A good ticketing system improves interaction, resolves issues promptly and ensures things are running seamlessly. No matter if you have 1 million customers or just 1 customer, make sure you never miss out on any customer query. Turn interactions into lasting relationships for increased customer loyalty and retention.
Views to Manage Ticket Workflow
CUGIC Ticketing System acts as a shared inbox where customers drop their concerns, queries and questions. Customers can reach out to you through different communication channels like email, chat and social media. Support agents are provided with a consistent ticket which makes it easier to resolve the issue for customer satisfaction.
Views are a collection of tickets based on ticket status, assignee, group, or any other ticket conditions. CUGIC Support comes with pre-configured views that we recommend as best practices. You can add more, modify, or turn them off. Views are used to organize the tickets by grouping them based on a criteria. Using views can help you figure out which ticket requires the most attention from you or your support team.
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ABOUT VIEW TYPES
CUGIC includes the following view types:
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Default Views
Pre-defined views are created when you open CUGIC Support account. You can either edit or deactivate most of these views; however, the Suspended tickets and Deleted ticket views cannot be modified, edited or removed from your list of views.
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Shared Views
Up to 12 shared views can be created by Administrators which will be accessible to all users or groups of users.
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Personal Views
Up to 8 personal views can be created by Agents for their own use.
The Views Management Page
All your available views can be managed through Views Management Page.
To access the views management page, click on the Admin icon, then select Manage > Views. The Views page opens:
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Browse the Views List
Views are divided by activation status. The default views are the active views on the views management page. You can also see the deactivated views by clicking the Inactive tab. If you have a large number of views, the list will be shown page wise. You can scroll through the pages to check all views.
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Searching the Views List
If you know the name of the view you want to view, simply enter the name in the search bar at the top of the page.
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Adding Views
Agents can create views for their own personal use. Administrators can create personal views, as well as shared views to be used by multiple agents.
How to add a view?
- On the top of Views Management page, click Add view.
- Enter a title for your view
- Add condition to define the collection of tickets
- You can test the condition by selecting the Preview match for the conditions
- Set the formatting options
- Set the availability of the view
- Click Create view
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