How To Manage Workflow Engine Ticket

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

Go to CRM Portal >> Tickets >> Ticket Listing

Click on the Edit icon

Select the status that you want to change

Click Save

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

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

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

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

Log in as an administrator and go to the Admin Dashboard.
Learn how to log in here →

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

Log in as an administrator and go to the Admin Dashboard.
Learn how to log in here →

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.

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

Log in as an administrator and go to the Admin Dashboard.
Learn how to log in here →

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