# 3.4 Tickets

Clients can create, manage, and track support tickets, apply filters, sort tickets, export data, and delete tickets for efficient issue resolution.

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### **What:**

This feature allows clients to:

* **Create support tickets** for inquiries or issues.
* **View and manage existing tickets** in a structured list.
* **Filter and sort tickets** based on multiple parameters.
* **Export ticket data** for record-keeping.
* **Delete tickets** if necessary.

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### **Purpose:**

* Provide a structured **ticketing system** for issue tracking.
* Enable **efficient client support** by organizing tickets based on status and priority.
* Allow clients to **track ticket progress** and resolutions.
* Offer **easy access to past tickets** through filtering and sorting options.

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### **Pre-conditions:**

* Clients **must have an active account** on Agency Handy.
* The ticketing system **must be enabled** by the service provider.
* Clients **can only access tickets related to their account.**

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### **Steps to Use (Detailed Guide)**

#### **1. Creating a Ticket**

1. **Log in** to your Agency Handy account.
2. Navigate to the **Tickets** section in the left sidebar.
3. Click the **Create Ticket** button.
4. Fill in the required details:
   * **Subject** (Brief title of the issue)
   * **Description** (Detailed explanation of the problem)
   * **Priority Level** (Low, Medium, High, Urgent)
   * **Status** (Open, In Progress, Resolved, Closed)
5. Click **Submit** to create the ticket.

#### **2. Viewing and Managing Tickets**

6. A list of **all submitted tickets** will be displayed.
7. Click on any ticket to **view details and responses.**
8. **Update ticket status** if an issue is resolved or requires further attention.

#### **3. Filtering & Sorting Tickets**

9. Use **Filters** to refine ticket searches:
   * **Status** (Open, In Progress, Resolved, Closed)
   * **Priority** (Low, Medium, High, Urgent)
   * **Issue Date** (Filter by when the ticket was created)
   * **Completed Date** (Filter by resolution date)
10. Use **Sorting Options** to arrange tickets:
    * **Alphabetically (A-Z / Z-A)**
    * **By Issue Date (Newest First)**

#### **4. Exporting & Deleting Tickets**

11. Click the **Export** button to download ticket data in CSV/Excel format.
12. Select any ticket and click **Delete** to remove it permanently.

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### **Important Notes:**

* Clients **can only delete tickets they have created.**
* Deleted tickets **cannot be recovered.**
* Ticket priority **helps service providers prioritize responses efficiently.**
* Status updates ensure **clear communication between clients and support teams.**
* **Exporting ticket data** is useful for tracking support history.


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