3.6.1.1 Create a Ticket

Creating tickets is essential for streamlining communication and ensuring prompt resolution of issues or requests. This feature helps organizations prioritize and assign tasks, track progress, and maintain a record of all interactions and actions taken regarding specific inquiries or incidents.

Pre-condition to Use the Feature:

• Users must have an active account on AgencyHandy and be logged in.

• Admin, Super Admin, PM, and Client can create a ticket.

Steps to Use:

• Log in to AgencyHandy: Access your AgencyHandy account using your credentials.

• Navigate to Tickets: Locate the "Tickets" section in the dashboard menu. Click it.

• Initiate a New Ticket: Click "+ Create Ticket" to create a new ticket. A form will pop up.

• Provide Ticket Details: Enter relevant details for the ticket, such as a brief description of the issue or request, category, priority level, and additional context or information.

  Here's an outline of how this form operates:

  • Client Selection: Users initiate a ticket by selecting the client's name from a drop-down list (Required).

  • Order ID: Inputting the Order ID is mandatory to link the ticket to a specific order (Required).

  • Subject: A brief subject line helps identify the ticket's nature.

  • Description: Users can provide a detailed description to elaborate on the issue or task.

  • Assignee Name: The name of the individual assigned to handle the ticket can be input here for task management.

  • Priority Setting: The ticket's urgency can be set with options like Highest, High, Normal, Low, and Lowest to help in task triage and management.

  • Issued Date: The date when the ticket was created is recorded.

  • Status: Users can set the status as Open, Close, or Hold to indicate the progress of the ticket resolution.

• Create Ticket: Once all necessary details are entered, Click the "Create" button.

• Track Ticket Status: Monitor the status of the ticket, including updates and actions taken by assigned team members, to track progress toward resolution.

• Communicate and Collaborate: Engage in communication and collaboration with team members or stakeholders involved in addressing the ticket to ensure timely resolution.

• Update Ticket: If there are any changes or updates to the ticket information, edit the ticket details as needed to reflect the latest developments.

• Close Ticket: Once the issue is resolved or the request is fulfilled, close the ticket to indicate its resolution and archive it for future reference.