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Features
Ticket Handler
Ticket Handler will allow the support specialist to resolve the queries posted on the system. All the Queries posted under Urgent or Normal category will be posted on the Ticket Handler system. Support specialist can go through each and every query and provide solution if available or else mark the query as unresolvable.
In order for you to access the Ticket Handler you need to enter the Ticket Handler (Login id): next to the textbox provided for the Name in the Ticket Handler system. The Ticket Handler (Login id): which was created using the control panel needs to be entered. The user who has this Login id will be eligible to provide customer support.
Next you enter the password which was set for the Ticket Handler (Login id): in the control panel. I am sure your Ticket Handler system administrator will provide you with the above details.
Now all you need to do to provide support is to select the Department and click on the Submit button.
The next screen which comes up will display the following:
- URGENT
: All the queries which needs to be resolved urgently will be displayed under this option. All you need to do is click on the subject of the query displayed under the urgent option. If there is no query the system will display no query to answer. If there is any query which is there under URGENT. Click on the subject of the query which will be displayed under URGENT, you will get the detailed information which the customer has posted. If you are in a position to resolve it. Enter all the information which will help the customer to resolve the issue in the text area provided under References used to resolve this query. Once you are done with that select solved from the drop down menu which is right below the text area and then click on Submit button. As soon as you click on submit the customer will receive the resolution or answer to his query. If you are not sure about the resolution to the query or you think this is unresolvable; send an appropriate reply to the customer and then select unresolvable from the drop down menu provided below the text area and then click on the submit button.
- NORMAL
: All the queries which are normal queries will be displayed under this option. All you need to do is click on the subject of the query displayed under the Normal option. For Example: in one of the following screens under the NORMAL link we have System not powering on. If you want to know what the query is all about, click on the link System not powering on to know what query the customer has. If you are in a position to resolve it. Enter all the information which will help the customer to resolve the issue in the text area provided under References used to resolve this query. Once you are done with that select solved from the drop down menu which is right below the text area and then click on Submit button. As soon as you click on submit the customer will receive the resolution or answer to his query. If you are not sure about the resolution to the query or you think this is unresolvable; send an appropriate reply to the customer and then select unresolvable from the drop down menu provided below the text area and then click on the submit button.
- VIEW SOLVED TICKETS
: This will display all the tickets or queries which have been resolved.
- LOG-OUT
: Click on the LOG-OUT to log out of the Ticket Handler System.
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