Resolving a Ticket
When a user submits a ticket, all agents assigned to the brand and topic under which the ticket was filed will get a notification in their notification area and an email. Admins can access tickets in a number of ways:
- Access the BRAND ADMIN menu item in your main user menu.
- Click on the notification in your notification panel (this will bring you to the "Single Ticket" screen
- Click on RC SUPPORT like any user and then choose "Manage Tickets" from the ticket menu.
MANAGING THE RESPONSE
The topic menu on the left side of the ticket management area, allows you to selectively choose which brand and which topic you wish to handle tickets within. At first, you may not need these filters, but for larger teams, this is useful.
The top filter panel in the management area allows you to screen tickets for "Pending", "Resolved", "Public" and "Private" tickets. Answer the ticket as you would any post and then feel free to change the ticket status as desired.
PUBLIC/RESOLVED TICKETS ARE GREAT WAYS TO "PRE-ANSWER" QUESTIONS AND ALLEVIATE SUPPORT TICKETS ON COMMON ISSUES.