Ticket Management

2023-09-27 13:26:19
Last edited by Hongyan on 2023-09-27 13:31:52
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The ticket management functionality of ZenTao Biz serves as an efficient solution for handling urgent issues both internally and externally.

With this feature, assigned personnel have the flexibility to promptly address submitted tickets or choose to convert them into bugs or stories, streamlining the process even further.

1. Set ticket permissions

To create and manage tickets, it is necessary to grant ticket permissions to both the ticket creators and assignees in Admin - Privilege.

In cases where the assignee and creator have limited product permissions, it is possible to restrict their access by adding the respective member behind the products they have permission for in the permission settings.

2. Create ticket

2.1 Manage product modules of the ticket

Prior to ticket creation, it is advisable to first update the product module of the ticket.

2.2 Create ticket

To add a ticket, simply click on the 'Create' button located in the upper right corner.

When creating a product, if a ticket owner is specified, they will be automatically assigned as the default responsible party for that ticket.

The source customer, contact person, and notification email are linked correspondingly. If there are multiple source customers, you can utilize the plus icon located next to the discoverer email.

After successfully creating a ticket, you can view the feedback on the list page.

Ticket types and priorities can be customized and configured in Admin - Feature - Feedback - Ticket.

3. Processing ticket

After creating a ticket, the designated personnel will receive a notification to commence processing the ticket.

Upon receiving the ticket, the assigned personnel can initiate the ticket processing.

3.1 Start processing

By clicking the 'Start' button, the ticket will be automatically assigned to the current user. They can then enter the work hours, and the ticket status will be updated to "Processing".

3.2 Finish processing

For tickets that are being processed, after completing the ticket handling, click the 'Finish' button to change the ticket status to 'Processed'.

During the completion process, it is essential to document the resolver, resolution time, and solution.

3.3 Close ticket

Once a ticket has been confirmed as completed, it can be closed.

If a ticket is deemed incomplete and will not be processed, it can still be closed with the closure reason selected as 'Refuse'.

In the case of duplicate ticket submissions, when closing such tickets, the closure reason could be chosen as 'Repeat', and the information regarding the duplicate ticket should be documented.

3.4 Activate ticket

In the event that a ticket marked as completed or resolved requires further attention, it can be reactivated by performing the activation operation, thereby changing the ticket status back to 'Processing'.

Upon reactivation, the information regarding the resolver, resolution time, and solution will be cleared.

3.5 Convert ticket into a bug or story

In the case of a complex ticket, it can be converted into a bug or a story for further handling. However, it's important to note that after the conversion, the ticket status will remain unchanged.

3.6. Ticket notification

The ticket module includes a notification feature that needs to be configured in the notification settings in Admin.

The available notification types are: Create, Edit, Assign, Start, Finish, Close, and Reactivate.

Notifications for creation, editing, assignment, and reactivation are sent to the assigned personnel.

Notifications for start, completion, closure, and reactivation are sent to the ticket creator.

Upon ticket closure, a notification will be sent to the email address of the source customer.

4. View ticket

Users have the ability to view feedback by utilizing the following labels: All, Wait, Processing, To Close, Resolved by Me, Reported by Me, Assigned to Me.

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