How to Manage Tickets in Help Desk
The Help Desk module in Quikchex enables administrators to efficiently manage, track, and resolve support tickets. This article outlines how to access tickets, understand ticket categories, and perform key actions such as editing, assigning, adding notes, and responding to tickets.
1. Accessing Tickets
To view and manage tickets:
- Navigate to the Help Desk module.
- Click on Tickets.
2. Understanding Ticket Categories
The Tickets section is divided into the following categories:
- My Tickets Displays all tickets assigned to you.
- All Tickets Shows all tickets available in the system.
- Unassigned Tickets Lists tickets that have not yet been assigned to any admin.
3. Managing a Ticket
To take action on a ticket:
Step 1: Open Ticket
- Click on Open for any ticket to view its details.
Step 2: Edit Ticket Details
- Click on the three dots (⋯) on the right-hand side.
- Select Edit Ticket.
- Choose the appropriate Module and Reason.
- Click Save.
Step 3: Assign Ticket
- Click on the three dots (⋯).
- Select Assign Ticket.
- Choose an admin (with the required access) from the list.
- Confirm the assignment.
Step 4: Add Notes
- Click on the three dots (⋯).
- Select Add Note.
- Enter the note for future reference.
- Click Save.
Step 5: Respond to Ticket
- Click on the Respond option.
- Enter your response in the text box.
- Attach files if required.
- Click Respond and Close Case.
4. Escalation Levels
The Help Desk module supports three escalation levels to ensure timely resolution of tickets:
- L1 Escalation Triggered when a ticket remains pending beyond the defined time (e.g., 24 hours).
- L2 Escalation Triggered if the ticket remains unresolved after L1 escalation (e.g., 48 hours).
- L3 Escalation Final escalation level for critical cases requiring immediate attention.