The ticketing system in Splynx was designed to empower technicians and meet customers needs through integration and automation. It provides all the functionalities you would expect from a support platform for your support team and customers. Through the following tutorial, we will learn how to use Tickets and get to know its features.
To help understand both perspectives, let's separate our ticketing system into two sections or views: one is the administrative perspective and the other is the customer experience.
The ticketing dashboard shows the following sections:
Administrators can create the tickets in 3 ways:
Tickets → Dashboard, click on the Create ticket button at the top-right corner of the page.
Create ticketbutton located at the top right of the page.
After pressing the button in any of the above ways, you will be redirected to a new window, where you need to fill out the following fields along with the message area:
Hidden toggle allows you to hide the ticket from the customer.
Config → Helpdesk → Miscellaneous ticket configuration(Ticket groups section);
Config → Helpdesk → Ticket notifications;
Reply Allresponses in the thread. For example, you are sending a ticket to a lead with the network project and you want to send a copy of your email to your managers, so that they are kept in the loop. Pay attention, all recipients of the email will also see who has been CC’d;
Work in Progress,
Waiting on customeror
Waiting on agent. The ticket statuses can be configured in
Config → Helpdesk → Miscellaneous ticket configuration;
Lead. The ticket types can be configured in
Config → Helpdesk → Miscellaneous ticket configuration;
To minimize the typing process and save time of your team in general, use the Canned responses when creating tickets in Splynx. A new canned response can be added by clicking the Add response button.
NOTE: By default, a response added in this way will be associated with the
After a response is added, simply click on icon and choose your response to insert it into the ticket:
For more information, see Canned response guide.
In the Tickets module you can create new additional fields according to your needs.
For more information, see Additional fields tutorial.
To show / hide the build-in columns or change its order in the ticket list, click on icon at the top-right corner of the table:
Once the ticket has been created, it will be visible in List table. Click on
Filter button to sort tickets by Condition, Period, Customer/Lead, Group, Partner, Type, Priority. Also, it's possible to search for specific text with the help of Text search field in the filter sidebar. On the top bar, click on the Quick access menu to filter tickets by assigned administrator or click on Status to show tickets only in a certain status.
The list of tickets can be shown in two layouts: table view and card view. Use icon to change to your preferred layout.
Use the mass Actions menu for selected ticket (-s) to reassign, change the status / priority, type of the ticket etc. directly from the tickets table. The available options in the drop-down list depend on the section that is currently opened.
In addition, we can manage each ticket in the table with the available actions in the column with the same name:
The ticket working area is divided into 3 parts:
Ticket parameters section:
Update button is used to save changes made in the sidebar of the ticket properties. Note that the button has an additional function that allows you to save changes and change the status of the ticket at the same time.
Ticket action buttons:
To share a ticket thread conversation with an agent who doesn't have a Splynx account, e.g. from another department in you company, you can enable Public URl for the ticket. Open the necessary ticket, next to its title click on a small arrow sign, a small pop-up window should appear, click on the Public URl toggle to enable the option, the direct link to the current ticket will be copied to the clipboard.
For each text block (message) of the ticket there are additional actions:
Ticket message area
Bccfields for forwarding the response as well as ticket content to another email address(s);
Once the issue reported in the ticket is resolved, click on the small arrow next to the Update button to open more options, click on Update and close item to close the current ticket, its status will be set to
Resolved and the ticket will be moved to
Tickets → List of closed section.
Your customers can also create tickets in three ways:
By sending a query to your incoming email (firstname.lastname@example.org), and the ticket will be created automatically in the system. Suggested read: how to configure your Inboxes.
By creating a ticket on Customers Portal in
Tickets → Create ticket
Once the ticket is created it is possible to view or close it by using the following icons within the table/list of opened tickets:
Once a ticket is created by a customer or administrator, notifications are sent to each other via email.
Depending on the template you use for tickets, tickets can include a ticket main message, which can ultimately create a convenience because customers/administrators can respond to the ticket directly from the email.
If the template does not include a ticket main message, customers/administrators can log in to their respective portals using the link included in the ticket notifications.
In this section you will find a list/table of all new, opened and closed tickets in Splynx. For administrators who are part of the support team and respond to customer requests, this is their workspace in the ticketing module.
In the filter above the table you can choose to show tickets assigned to a specific administrator, unassigned tickets, or all new tickets in the system. You can also filter tickets by status after selecting a ticket source to display. For ease of access, the Refresh and Create ticket buttons have been added along a button to hide or show the filter sidebar.
Press the Filter to open its main sidebar. This filter can be used to specify tickets to view based on the selections in the specified fields
Description of the filter sidebar parameters:
After selecting the necessary values in the provided fields on the sidebar of the filter, click the Apply button to search for the tickets or click on the Clear filters button to clear all selected values and all the tickets in the table will be displayed.
The red dot on the Filter button means that the filter is applied:
The layout of each table related to the Tickets section in Splynx can be changed using two buttons - Table view and Card view. Deciding which kind to use is a matter of personal preference.
Only when using the table view layout, the Show/hide columns and Export to options are available.
In this section you will find a list/table of all closed tickets in Splynx.
At the top of the table is a filter that can be used to view closed tickets. The results can be filtered by the time period, the customer id and the assignee:
To re-open ticket or apply any other actions use the Actions mass selection menu or click the appropriate icon in the table column of the same name.
In this section you will find a list/table of all archived tickets in Splynx.
The archived ticket list also be filtered to view the contents of a specific time period, by the client ID, by assignee to a specific administrator, by unassigned or by all tickets in the system.
To restore ticket or apply any other actions use the Actions mass selection menu or click the appropriate icon in the table column of the same name.
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