Using Ticket Manager
Ticket Manager helps you convert customer feedback into actionable tickets and manage each case through its complete lifecycle.
What You Will Find Here
This article explains how to:
Who Can Access?
Ticket Manager supports role based access.
- Administrators can configure Ticket Manager, create Projects, Pools, Queues, Teams, Root Cause Groups, workflows, and status transition rules.
- Agents can access and manage tickets after the Ticket Manager environment has been configured.
How to Access
Configure Ticket Manager
- Click Settings.
- Click Automation.
- Click Ticket Manager Settings.
Work with Tickets
- Open the Main Dashboard.
- Click Ticket Manager.
What You Can Do Here
Configure Ticket Manager
This section explains how to prepare the Ticket Manager environment before tickets can be created automatically.
Create a Project
Every ticket belongs to a Project. A Project provides its own ticket numbering, queues, pools, teams, and reporting structure. Create separate Projects if different business units or departments require independent ticket management.
- Go to Settings > Automation > Ticket Manager Settings.
- Click Add New Project.
- Enter a project name.
- Specify a ticket prefix.
- Click Add Project.
Result
A new Project is created. Every ticket created within the Project uses the configured ticket prefix.
Notes
- Ticket prefixes generate identifiers such as CXO 1001, CXO 1002, and CXO 1003.
- The project name and ticket prefix can be edited later.
Create a Pool
Pools define the users who can access and manage tickets. Every Project requires at least one Pool before tickets can be processed.
- Open the Project.
- Click Create Pool.
- Enter a pool name.
- Add users.
- Assign a permission level to each user.
- Save the Pool.
Result
The Pool becomes available for ticket assignment.
Notes
- Tickets are assigned to a Pool before they are assigned to individual users or Teams.
- Available permission levels are View, Edit, and Admin.
- Users can belong to multiple Pools with different permission levels.
Create a Queue
Queues organize incoming tickets and determine how they are assigned.
- Open the Project.
- Select Queues.
- Click Create Queue.
- Enter a queue name.
- Select an assignment method.
- Save the Queue.
Result
The Queue is ready to receive and distribute tickets.
Notes
Assignment methods include:
- FIFO
- LIFO
- Priority
Create a Team
Teams group users who are responsible for resolving tickets.
- Open the Project.
- Select the Teams tab.
- Enter a team name.
- Add users.
- Save the Team.
Result
The Team becomes available for ticket assignments.
Notes
- Users can belong to multiple Teams.
- Teams are available across every Pool within the same Project.
Configure Root Causes
Root Causes help categorize customer issues and improve reporting after tickets are closed.
- Open the Project.
- Select Root Cause Groups.
- Create a Root Cause Group.
- Add Root Cause values.
- Save your changes.
Result
Agents can select Root Causes while working with tickets.
Notes
- Agents select a Root Cause before closing a ticket.
- Root Cause reporting helps identify recurring customer issues.
Configure Automatic Ticket Creation
After the Ticket Manager environment has been configured, create workflows that generate tickets automatically from customer feedback.
Create a Feedback-Based Workflow
Feedback-based workflows monitor incoming customer responses and create tickets when configured conditions are met.
- Create a new Feedback-Based workflow.
- Configure the workflow trigger.
- Save the workflow.
Result
The workflow begins monitoring customer feedback.
Notes
- Manual ticket creation is currently unavailable.
- Every ticket is created through a workflow.
Configure Ticket Creation Conditions
Conditions determine which customer responses generate tickets.
- Add the conditions that should create tickets.
- Combine rules within a condition by using AND logic.
- Combine multiple conditions by using OR logic.
Result
Only customer feedback that matches the configured conditions creates tickets.
Notes
Example conditions include:
- Low satisfaction scores
- Specific keywords
- Negative customer journey feedback
Configure the Create Ticket Action
The Create Ticket action defines the information that is added to every new ticket.
- Add the Create Ticket action to the workflow.
- Configure the required settings:
- Priority
- Ticket Name
- Pool
- Owner (optional)
- Root Cause Group
- Closure Survey (optional)
- Custom Fields (optional)
- Save the workflow.
Result
Matching customer feedback automatically creates tickets.
Configure Closure Surveys
Closure Surveys collect additional information before a ticket is completed.
- Open the Flow that will be used as the Closure Survey.
- Add a hidden Short Text question.
- Set the question key to ticket_id.
- Save the Flow.
- Select the Flow as the Closure Survey in the workflow.
Result
Agents can complete the Closure Survey before closing tickets.
Notes
- Closure Surveys are completed internally by agents.
- The ticket_id field is required so survey responses are linked to the correct ticket.
Configure Custom Fields
Custom Fields store additional customer or operational information within tickets.
- Create Custom Fields in the Feedback Schema.
- Map each field in the Create Ticket action by using static values or dynamic variables.
Result
Additional information is stored with every ticket.
Notes Example fields include:
- Customer Name
- Email Address
- Customer ID
- Account Number
- Store Location
- Support Channel
Configure Queue Routing
Queue routing automatically places new tickets into the correct Queue after they are created.
- Create a Ticket Event workflow.
- Select Ticket Created as the trigger.
- Add any filtering conditions.
- Add the Push Ticket to Queue action.
- Select the destination Queue.
- Publish the workflow.
Result
New tickets are routed automatically to the selected Queue.
Notes
- Queue routing must be configured before agents can use Get Next Ticket.
- Automatic ticket creation begins after the required workflows are published.
Work with Tickets
After tickets have been created and routed, agents can investigate, update, communicate, and resolve customer issues.
View Tickets
- Open the Ticket Listing page.
- Select the Pools or Queues tab.
- Apply filters if required.
Result
Matching tickets are displayed.
Notes
Available filters include:
- Priority
- Owner
- Creation Date
- Search
- Custom Columns
- Multiple filters can be combined.
Work from a Queue
- Open Queues.
- Select a Queue.
- Click Get Next Ticket.
Result
The next available ticket is assigned automatically.
Notes
- Tickets remain hidden until an agent claims them.
- This prevents duplicate work.
Manage a Ticket
- Open a ticket.
- Review the Ticket Detail page.
- Update the ticket as needed.
Result
The ticket can be managed through its complete lifecycle.
Notes
The Ticket Detail page includes:
- Ticket Information
- Status Management
- Email Conversations
- Internal Comments
- Customer Feedback
- Custom Fields
- Closure Survey
- Change Log
Update Ticket Status
- Open the Status tab.
- Update the required fields.
- Save the changes.
Result
The ticket information is updated.
Notes Authorized users can update:
- Status
- Priority
- Owner
- Assignee
- Pool
- Root Cause
- Every change is recorded automatically in the Change Log.
Communicate with Customers
- Open the Email tab.
- Review previous conversations.
- Compose and send a new email.
Result
The conversation is stored with the ticket.
Notes
- The customer's email address must be available through a mapped Custom Field.
Collaborate Internally
- Open the Comments tab.
- Add an internal comment.
Result
The comment becomes part of the ticket history.
Notes
- Comments are visible only to users who have access to the ticket.
- Comments cannot be deleted.
- Every comment is recorded in the Change Log.
Complete the Closure Survey
- Open the Closure Survey.
- Complete the required fields.
- Submit the survey.
Result
The survey response is linked to the ticket.
Notes
- Responses become read only after submission.
Review Customer Feedback
- Open the Customer Feedback section.
- Review the original survey response.
Result
The original customer feedback is available during the investigation.
Review the Change Log
- Open the Change Log.
- Review the ticket history.
Result
All recorded ticket activity is displayed.
Notes
The Change Log includes:
- Status changes
- Assignment updates
- Comments
- Email activity
- Other ticket updates
- The Change Log cannot be modified.
Configure Status Transitions
- Go to Settings > Automation > Ticket Manager Settings > Ticket Status Transitions.
- Create a transition.
- Select the starting status.
- Select one or more destination statuses.
- Save the configuration.
Result
Users can change ticket statuses only according to the configured rules.
Notes
- Project specific rules override account default rules.
- Reset to Account Default restores the inherited transition rules.
Limits and Notes
- Ticket Manager creates tickets automatically from qualifying customer feedback.
- Manual ticket creation is currently unavailable.
- Administrators must configure Projects, Pools, Queues, Root Cause Groups, and workflows before tickets can be created.
- Queue routing requires a published Ticket Event workflow.
- Agents can begin processing tickets after the Ticket Manager environment has been configured.
- Ticket Manager provides a single workspace for investigation, customer communication, collaboration, ticket resolution, and reporting.
Frequently Asked Questions
Can I create tickets manually?
No. Ticket Manager currently creates tickets only through workflows that monitor customer feedback.
Can users belong to multiple Pools or Teams?
Yes. Users can belong to multiple Pools with different permission levels and can also belong to multiple Teams within the same Project.
Why can't I send emails from a ticket?
The customer's email address must be available through a mapped Custom Field before emails can be sent from the Email tab.