How To Manage Workflow Engine Ticket

Overview

This shows how ticket admins can manage the tickets submitted by users

• Ticket Listing page
• Create a Ticket
• View Ticket details
• Reply to Tickets
• Delete a ticket
• Re-assign a ticket
• Resolve/Reopen a ticket
• Merge tickets
• Lock a ticket

How to view the tickets list and search for tickets

• Go to CRM Portal>> Tickets >> Ticket Listing
  >> List all the tickets that are created on CRM/Student/Tutor portal or come or the emails that are sent to Assignments & Questions workflow engine types
• In the Search region >> You can search Tickets by
  • Keyword (Contact Name/Email contains the keyword)
  • Workflow engine type
  • Status (Resolved or Not) - Unresolved is the default

How to change the status of a ticket

• Go to CRM Portal>> Tickets >> Ticket Listing
  
  
• Click on the Edit icon
  
  
• Select the status that you want to change
  
  
• Click Save
  
  

How to view detail of a ticket

• Go to CRM Portal >> Tickets >> Ticket Listing
• Click on the View Details icon to the left of a ticket
  
  

• Two situations that can happen:
  • If the ticket is an assignment >> go to the CRM/Student assignment details page
  • If not, go to the ticket details page
    
    

• • Ticket info on the top
  • Next to ticket logs
    • The last log is open as default
    • Click on the log subject to open or close a log
  • Per the ticket log, the admin will receive will have two button reply and forward

How to reply to a ticket

• Go to CRM Portal >> Tickets >> Ticket Listing
• Click on the Reply icon to the left of a ticket
• You can only reply to question tickets

• Go to the ticket details page and automatically scroll to the bottom
• Click on the ticket log item that the admin received and click on the Reply button
  
  

• Compose the ticket content
• You can use the pre-defined Canned responses on the right
• You can also add a ticket content to canned responses for further use by checking on Add To Canned Responses check box and choosing the Canned response Type
• And click on the Reply button

How to forward a ticket

• Go to CRM Portal >> Tickets >> Ticket Listing
• Click the View Details icon
  
  
• Click on the Question Subject that has the received icon >> Click the forward button to open the forward modal window
  • Select the tutor, enter the message if the message that admin received from a student
    
    
  • Preselect the student, enter the message that the admin received from the tutor.
    
    
  Click Send

How to delete a ticket

• Go to CRM Portal >> Ticket Listing
• Two situations can happen:
  • If the ticket has an assignment type
    • If this assignment has only one history (is very after submitted by the student) >> Go to /wiki/spaces/ANFBMS/pages/28737748 (the ticket will also be deleted)
    • If the assignment has more than one history
      >> A tooltip is shown when hovering on the delete icon and cannot delete the assignment
      
      

• • If not
    • If the ticket has more than one logs
      >> A tooltip is shown when hovering on the delete icon and cannot delete the ticket
      
      

• • • If the ticket has only one log
      >> Go to ticket detail page and a popup message will be displayed

• • • Click on the OK button on the pop-up to confirm delete
    • You can also click on the Delete button on the top right corner of the ticket details page to delete a ticket

How to reassign a ticket

• Go to CRM Portal >> Ticket Listing
• You can only reassign a ticket if the ticket has only one log.

• Click on the Reassign icon to the left of a ticket
• The assigned ticket pop-up is open

• Select the workflow engine type
• Click on the Assign/Question button to reassign
• You can also click on the Reassign button on the top right corner of the ticket details page to reassign it. This button is only displayed if the ticket can be reassigned

How to mark a ticket as resolved or reopen it

• Go to CRM Portal >> Ticket Listing
• Click on Mark as Resolved icon to the left of a ticket that is open in order to resolve it.

• Click on Reopen icon to the left of a ticket that is already resolved to reopen it.

• You can also click on the Mark as resolved/Reopen button on the top right corner of the ticket details page to resolve/reopen it.

How to merge tickets

• Go to CRM Portal >> Ticket Listing
• Click on the Merge to existing ticket icon to the left of a ticket
• The condition for merging:
  • The source and the target tickets must have the same type (or the source ticket has NO type - in this case, it can be merged into a ticket with any type)
  • Both tickets are NOT assignments. If you want to merge assignments please follow How to Add or Replace Assignment
  • Both must belong to the same Contact
  • And certainly, they have different IDs

• The merge ticket popup will be displayed

• Enter something about the ID, ticket subject or contact email of a ticket to filter the tickets and pick a target ticket
• Click on the Merge button to merge the source ticket with the target ticket
• After merging the target ticket will contain all logs of both tickets and the source ticket is deleted

How to lock a ticket

This function is to prevent multiple staff working on a ticket on the CRM portal simultaneously.

When a ticket is reviewing (go to ticket details page) by a staff, on the listing page there is a lock icon displayed on the left of the ticket, other function ions are hidden except detail icon

And when going to the detail page of this ticket, you cannot do anything with the ticket. On the top right corner of the details page, the message "Ticket is reviewed by ..." is displayed instead of function buttons