Jul 10

SmarterTrack – Global Tickets

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Global Tickets

On occasion, the system administrator may want to view all of the Tickets in the SmarterTrack system. This allows the system administrator to evaluate the actual Ticket needs of the organization and can provide valuable insight into company operations.

To view all Tickets in SmarterTrack, click the Manage button in the main toolbar and expand the Global Tickets section of the left tree view. Select the type of Tickets you want to view (options include active, waiting, closed, deleted, and spam Tickets).

Active, Waiting, and Closed Tickets

These sections list all Tickets that are active, waiting for a customer response, or closed. To view active, waiting, or closed Tickets, click the Manage button in the main toolbar and select the appropriate section from the left tree view. The Tickets will load in the content pane and the following buttons will appear in the actions toolbar:

  • Transfer – Clicking this button will transfer all selected Tickets to another group or agent
    • Status – To change the status of a Ticket or to pin a Ticket, select the appropriate option from the drop-down menu.
    • Mark as Active – Choosing this option will mark all selected Tickets as active. Generally, a Ticket would be marked active when an agent is working on it.
    • Mark as Waiting for Customer – Choosing this option will mark all selected Tickets as waiting. Generally, a Ticket is marked as waiting when the agent is waiting for a customer reply or action. Tickets marked as waiting will not appear in the active Tickets section and can be configured to close automatically. Note: The system administrator sets the length of time a Ticket will remain in waiting status before it auto-closes.
    • Mark as Closed – Choosing this option will mark all selected Tickets as closed. Generally, a Ticket is marked as closed when the agent has resolved the customer’s issue.
    • Mark as Closed and Locked – Choosing this option will mark all selected Tickets as closed and prohibits the customer from reopening the Ticket. This option is generally used if a customer has a tendency of reopening existing Tickets when new Tickets should be created.
    • Pin Ticket – Choosing this option will ensure that the Ticket will not be assigned to another agent. A pinned Ticket will remain assigned to you even if you log out and hand-off your Tickets. If a Ticket is pinned, all replies that are received from that customer will be assigned to that same agent no matter their status. Note: If the system administrator enables automatic Ticket rebalancing, pinned Tickets may be reassigned.
    • Unpin Ticket – Choosing this option will allow the Ticket to be assigned to another agent.
  • Priority – To change the priority level of a Ticket, select the appropriate option from the drop-down menu.
    • Mark as Urgent Priority – The selected Tickets are very important and will show at the top of the lists.
    • Mark as High Priority – The selected Tickets are a high priority and will be sorted toward the top of the lists.
    • Mark as Normal Priority – The selected Tickets have a normal or unspecified priority level.
    • Mark as Low Priority – The selected Tickets have a low priority and will be sorted toward the bottom of the lists.
  • Delete – Clicking this button will delete all selected Tickets. When a Ticket is deleted, it will be moved to the Deleted Tickets section of the left tree view. Any Tickets in the Deleted Tickets section can be restored by clicking the Undelete button. Note: Deleted Tickets cannot be restored if the system administrator has purged deleted Tickets from the system.
  • Spam – Clicking this button will send selected Tickets to a spam folder for system administrators to monitor. When a Ticket is marked as spam, it will be moved to the Spam section of the left tree view. Any Tickets in the Spam section can be restored by clicking the Undelete button. Note: Spam Tickets cannot be restored if the system administrator has purged all spam Tickets from the system.
  • Search – Clicking this button will allow agents to conduct a basic search within the Ticket section that they are viewing
  • Refresh – Depending on the system settings, the Manage section may or may not automatically refresh itself at regular intervals. Clicking this button will force the Manage section to refresh.

View Tickets by Brand

To view Tickets by brand, click the appropriate brand in the left tree view. All active Tickets for that brand will load in the content pane. System administrators can also expand the brand and select the type of Tickets they want to view (options include active, waiting, and closed Tickets). Expanding the brand allows the system administrator to view Tickets by department or group.

Deleted and Spam Tickets

The Deleted Tickets section is a list of all Tickets that have been deleted by the agents within the organization and the Spam Tickets section is a list of all Tickets that have been marked as spam by the agents within the organization. To view deleted or spam Tickets, click the Manage button in the main toolbar and select the appropriate section from the left tree view. The Tickets will load in the content pane and the following buttons will appear in the actions toolbar:

  • Purge – Permanently deletes all selected Tickets. Note: Once a Ticket is purged from the system, it will be removed from the reporting data.
  • Undelete – Moves the selected Ticket to active status and assigns it to the agent that originally deleted it or marked it as spam.
  • Search – Allows agents to conduct a basic search within the Ticket section that they are viewing.
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