Assigning Support Tickets

Assigning Support Tickets

Support tickets in EZTrack360 can be assigned to team members or departments to ensure efficient handling of customer requests. Follow the instructions below to assign tickets.

Accessing Support Tickets

1. Click SUPPORT in the left sidebar, then select Support Tickets.
2. You will see a list of all existing support tickets.

Filtering Tickets

You can filter tickets to narrow down your view:

1. Use the status filter tabs located above the ticket list to filter tickets by their status, such as All, Open, In Progress, or Resolved.
2. To filter tickets by department, click the dropdown menu labeled Filter by department and select the desired department. You can also select All Departments to view tickets across all departments.

Assigning a Ticket to a Team Member or Department

Once you locate a ticket that needs to be assigned, follow these steps:

1. Click on the ticket you wish to assign from the ticket list. This will open the ticket details page.
2. Within the ticket details page, identify the section for assigning the ticket.
3. Use the dropdown menus provided:
   • To assign the ticket to a team member, select their name from the Assigned To dropdown list.
   • To assign the ticket to a department, select the appropriate department from the Department dropdown list.
4. Once selections are made, click Save or Update to confirm your changes.

Viewing Assigned Tickets

After assigning a ticket, the assigned team member or department will be updated and visible in the ticket details. You can also view the updated assignment in the main ticket list under the respective columns for Assigned Team Member and Department.

Tips for Efficient Ticket Assignment

• Use filters to quickly find tickets that require attention.
• Regularly review unassigned tickets to ensure prompt responses to customer inquiries.
• Clearly define department and team member responsibilities to streamline the assignment process.

Troubleshooting

• If you cannot see the Support Tickets section, ensure you have the appropriate permissions set by an administrator.
• Make sure the list of team members and departments is up-to-date. You can manage these under PEOPLE in the left sidebar.
• If you encounter issues saving the assignment, reload the ticket details page and try again.

For further assistance, contact your system administrator or refer to the Support Tickets section in the platform help resources.