Help Tickets
User Manual
Table of Contents
1.3.2 Changing Ticket Status 8
2.1 Creating Ticket Category 1
Purpose of the Manual
The manual describes the Help Tickets module of the Lycamobile application. The manual explains the procedures to assign and track customer issues, using Help Tickets.
Introduction
Help Tickets
Help Tickets are requests raised by customers regarding service activation, deactivation, or other issues. For effective management of customer issues, a ticket created for an issues is classified, as shown below:
To view list of Help Tickets
In the left menu, click Help Tickets 🡪 Help Tickets, as shown in Figure 1.
Figure 1: Help Tickets
Ticket section, as shown in Figure 2.
Figure 2:Tickets
The Ticket section displays the list of ticket with the following respective ticket information:
Creating a Help Ticket
The following steps describe the procedure to create a Help Ticket:
On the Ticket section, click Raise Help Ticket, as shown in Figure 3.
Figure 3: Raise Help Ticket
New Help Ticket Form window appears, as shown in Figure 4.
Figure 4: New Help Ticket
Enter/Select the following details to create a Help Ticket:
Click Submit.
System generate token number for the Ticket. The Ticket appears in the list of Tickets, on the Tickets section (Tickets 🡪 Help Tickets).
Figure 5: View Tickets
Viewing Ticket Details
The following steps describe the procedure to view details of an existing ticket:
On the Tickets section (Tickets 🡪 Help Tickets), in the Details column, click Details, as shown in Figure 5.
Ticket Details appear, as shown in Figure 6
Figure 6: Ticket Details
To view the progress of ticket resolution, click Ticket Action Logs.
Details of status of Ticket appear, as shown in Figure 7.
Figure 7: Ticket Action Logs
The following details about Ticket Action appears:
Escalating Ticket
If the team to whom a ticket is assigned, is unable to resolve the ticket issue or the ticket issue is not in scope of the assigned teams, then, user needs to escalate the ticket next level.
To escalate a ticket
On the Tickets section, click Escalate, as shown in Figure 8.
Figure 8: Escalate
Escalation Ticket window appears, as shown in Figure 9.
Figure 9: Escalation Ticket
Enter the details for escalating the ticket to the next level and click Submit.
The escalation reason appears in the ticket details.
Changing Ticket Status
The following steps describe the process to change the status of a ticket:
On the Ticket details page, click Action, as shown in Figure 10.
Figure 10: Action
Update Ticket Details window appears, as shown in Figure 11.
Figure 11: Update Ticket Details
Click Update.
The status of the ticket appears on the Tickets section.
Organizing Issues
Creating Ticket Category
Organizing issues raised by customers aids in isolating the problem and hence, providing faster resolutions.
The first level of organizing an issue is Category. A category is the vertical of the business, e.g. Billing, Device, and so on.
To create a category
In the left navigation, click Help Tickets 🡪 Category Configuration, as shown in Figure 12.
Figure 12: Category Configuration
Category Configuration section appears, as shown in Figure 13.
Figure 13: Category Configuration
Click Add Category.
Enter the following details in the New Category window:
Click Submit.
The category name appears on the section, as shown in Figure 14.
Figure 14: Category
Creating Sub Category
To optimize issue isolation, user can further create a subcategory.
To create a subcategory, in the Actions column, click Action list box, and then click Add Subcategory, as shown in Figure 15.
Figure 15: Add Subcategory
Add Subcategory window appears, as shown in Figure 16.
Figure 16: New Subcategory
In the Sub Category Name box, enter name for the issue, associated to the parent Category.
In the Sub Category Description box, enter brief description about the subcategory.
Click Submit.
The name(s) of the Subcategory appears in the Category name.
To view subcategories in a Category, click Category name, as shown in Figure 17.
Figure 17: Category Name
List of subcategories window appears, as shown in Figure 18.
Figure 18: List of Sub Categories
Assigning Group
Once a ticket is created for an issue, the issue has pre-defined resolution time. In case, an issue is not resolved with the given time, then, the system provisions to escalate the ticket to next level. Based on the severity of the issue, levels are defined in the system, with higher levels handling high severity issues.
User can assign a ticket to another group in case an issue is not resolved with the give time.
To assign a group
In the Actions column, click Actions and click Assign Group, as shown in Figure 19.
Figure 19: Assign Group
Assign Group window appears, as shown in Figure 20.
Figure 20: Assign Group
In the Assignment Group box, enter name of the assignment group.
In the Escalation Days box, enter the number of days after when the group can be assigned to a category.
In the Escalation Group list box, select an escalation group name.
Click Submit.
The category gets updated with the escalation group name.
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