Admin Ticket Management

Comprehensive customer support and technical issue management system for Streamlines customer support operations through departmental organization, priority-based routing, and complete ticket lifecycle management with automated notifications

Accessing Ticket Management

Navigation Path

To access the Ticket management interface:

1. Login to the Admin Panel with valid credentials.
2. From the main menu, go to Support.
3. Click on Ticket.
4. Select Ticket to view Ticket.

Prerequisites Setup

Step 1: Department Management

Establish departmental structure for effective ticket routing and specialized support handling.

Department Management

Department Management Guide

Ticket Management System

Ticket Overview Dashboard

Location: Admin Panel → Support → Tickets

Ticket Status Summary:

• Total Tickets : Complete count of all support tickets in the system
• Open Tickets : Active tickets requiring attention or response
• Answered Tickets : Tickets with admin responses awaiting tenant feedback
• Closed Tickets : Resolved and completed tickets
• High Priority Tickets : Urgent tickets requiring immediate attention

Dashboard Features:

• Real-time Updates: Live ticket count updates
• Status Distribution: Visual breakdown of ticket states
• Priority Indicators: High-priority ticket alerts
• Quick Navigation: Direct access to filtered ticket views

All Tickets Management

Location: Admin Panel → Tickets → All Tickets

Comprehensive Ticket View:

• Bulk Operations: Mass delete selected tickets with "Bulk Delete(0)" functionality
• Advanced Filtering: Filter tickets by status, priority, department, or date
• Search Functionality: Locate specific tickets using search criteria
• Export Options: Generate ticket reports for analysis

Creating New Tickets

Navigation to Ticket Creation

Path: Admin Panel → Tickets → Create Ticket

Ticket Creation Form

Location: Admin Panel → Tickets → Create New Ticket

Ticket Details Section

Required Fields:

Tenant Selection:

• Purpose: Identify the customer/client for whom the ticket is being created
• Selection: Choose from existing tenant database
• Validation: Ensure tenant has active account status

Department Assignment:

• Purpose: Route ticket to appropriate specialized team
• Options: Select from configured departments (Technical, Sales, Quality Assurance, General)
• Impact: Determines which admin users receive notifications

Admin Assignment:

• Purpose: Designate specific admin user responsible for ticket resolution
• Selection: Choose from department-assigned admin users
• Responsibility: Assigned admin receives direct notifications and is accountable for resolution

Subject Line:

• Purpose: Provide clear, concise description of the issue
• Guidelines: Use descriptive, searchable keywords
• Character Limit: Sufficient length for comprehensive issue summary

Priority Classification:

• High: Critical issues requiring immediate attention (red indicator)
• Medium: Important issues requiring prompt response (yellow indicator)
• Low: General inquiries or minor issues (green indicator)

Status Configuration:

• Open: New ticket requiring initial response
• On Hold: Ticket temporarily paused awaiting information
• Closed: Issue resolved and ticket completed

Message Content:

• Purpose: Detailed description of the issue, request, or inquiry
• Guidelines: Include all relevant information for efficient resolution
• Format: Support rich text formatting for clear communication

Attachment Management

File Upload Capabilities:

• Maximum Files: 5 files per ticket
• File Size Limit: 10MB per individual file
• Supported Formats: Images, Documents, Archives
• Purpose: Provide additional context, screenshots, or evidence for ticket resolution

Upload Process:

• Drag and Drop: Simple file upload interface
• Browse Selection: Traditional file browser option
• Preview: Visual confirmation of uploaded files
• Management: Remove or replace uploaded files before submission

Guidelines and Best Practices

Creating a Ticket Guidelines:

• Select Appropriate Client: Ensure correct tenant identification
• Choose Correct Department: Route based on issue type for efficient handling
• Set Priority Based on Urgency: Assess impact and urgency for appropriate prioritization
• Provide Clear Subject: Use descriptive, searchable ticket titles
• Include Relevant Details: Comprehensive information for efficient resolution
• Attach Supporting Files: Include screenshots, logs, or documentation when helpful

Priority Level Guidelines:

• High: Critical issues requiring immediate attention (system outages, security issues, payment problems)
• Medium: Important issues that should be addressed soon (feature requests, minor bugs, account questions)
• Low: General inquiries or minor issues (documentation questions, general support)

Status Workflow:

• Open: New ticket requiring attention
• Answered: Response sent, awaiting tenant feedback
• On Hold: Paused, awaiting additional information
• Closed: Issue resolved and ticket completed

Individual Ticket Management

Location: Admin Panel → Tickets → View Ticket

Ticket Information Panel

Tenant Information:

• Tenant Name: CTL Tenant (Admin)
• Contact Email: Available for direct communication
• Account Status: Verification of active tenant status

Department Assignment:

• Current Department: Technical
• Department Description: Responsible for development, deployment, and technical support
• Change Option: Reassign to different department if needed

Priority Management:

• Current Priority: Medium (yellow indicator)
• Visual Indicator: Color-coded priority display
• Modification: Quick priority adjustment capability

Status Tracking:

• Current Status: Open
• Status History: Track all status changes
• Quick Change: Instant status updates

Creation Information:

• Created Date: Jun 28, 2025
• Time Stamp: 12:26 × 5 minutes ago
• Creator: Tracking of ticket originator

Ticket Content Management

Subject Display:

• Ticket ID: TKT-000001 Technical error
• Creation Details: Created 5 minutes ago by CTL Tenant on behalf of CTL
• Content: "I am facing issue during set up of whatsmark saas"

Administrative Controls

Assigned Admins Section:

• Current Assignment: CTL User ×
• Add Admins: "Select Admin to Add" dropdown
• Update Functionality: "Update Assigned" button for changes
• Multi-Assignment: Multiple admins can be assigned to single ticket

Quick Actions Panel

Status Management:

• Change Status: Dropdown selection for status updates
• Current: Open status
• Options: Open, Answered, On Hold, Closed

Priority Adjustment:

• Change Priority: Quick priority modification
• Current: Medium priority
• Options: High, Medium, Low

Department Reassignment:

• Change Department: Transfer ticket between departments
• Current: Technical
• Options: All configured departments

Communication Management

Reply System:

• Add Reply: Respond to tenant inquiries
• Message Field: "Type your reply here..." text area
• Attachment Support: Include files with responses (Optional)
• File Limits: Maximum 5 files, 10MB each

Reply Actions:

• Send Reply: Submit response and maintain current status
• Reply & Close: Submit response and mark ticket as resolved
• Email Notification: Automatic notification to tenant and assigned admins

Notification Settings:

• Send Email Notification: Checkbox for automatic email alerts
• Recipients: Tenant and assigned admin users
• Content: Reply content and updated ticket status

Ticket Information Tracking

System Information:

• Ticket ID: TKT-000001 (unique identifier)
• Created: 28-06-2025 12:26 PM (creation timestamp)
• Last Updated: 28-06-2025 12:26 PM (most recent modification)
• Replies: 0 (response count)
• Admin Viewed: Yes (confirmation of admin review)
• Tenant Viewed: Yes (verification of tenant acknowledgment)

Advanced Ticket Management Features

Ticket List Quick Actions

Available Actions from Ticket List:

• View Details : Access complete ticket information and reply interface
• Quick Status Change : Instant status updates without opening ticket
• Delete : Permanently remove the selected ticket from the system (this action cannot be undone)

Bulk Operations:

• Bulk Delete: Select multiple tickets for mass deletion
• Export Functionality: Generate reports of selected tickets
• Filter Application: Apply filters to specific ticket groups

Search and Filter Capabilities

Search Functionality:

• Keyword Search: Search by ticket content, subject, or ID
• Tenant Search: Locate tickets by customer name
• Advanced Filters: Combine multiple search criteria

Filter Options:

• Status Filter: Open, Answered, On Hold, Closed
• Priority Filter: High, Medium, Low
• Date Range: Time-based ticket filtering

Automated Notification System

Email Notification Triggers

Automatic Email Notifications Sent For:

New Ticket Creation:

• Recipients: Assigned admin users, department team members
• Content: Ticket details, priority level, customer information
• Timing: Immediate upon ticket creation

Ticket Assignment:

• Recipients: Newly assigned admin user
• Content: Complete ticket information and assignment notification
• Timing: Immediate upon assignment change

Status Changes:

• Recipients: Tenant, assigned admin users
• Content: Updated status information and next steps
• Timing: Immediate upon status modification

New Tenant Replies:

• Recipients: Assigned admin users, department team members
• Content: Reply content and updated ticket information
• Timing: Immediate upon tenant response

Priority Changes:

• Recipients: Assigned admin users, relevant stakeholders
• Content: Updated priority level and urgency indicators
• Timing: Immediate upon priority modification

Notification Recipients

Admin Users:

• Assigned Admins: Direct notifications for assigned tickets
• Department Members: Updates for all department tickets
• Supervisors: High-priority ticket alerts

Tenant Contacts:

• Primary Contact: All ticket updates and responses
• Secondary Contacts: Optional notification settings
• Account Administrators: System-level ticket notifications

Ticket Lifecycle Management

Complete Ticket Workflow

1. Ticket Creation:

• Source: Tenant submission or admin creation
• Initial Status: Open
• Auto-Assignment: Based on department rules and availability
• Notification: Immediate alerts to assigned team members

2. Admin Review:

• Ticket Assessment: Evaluate issue complexity and priority
• Information Gathering: Request additional details if needed
• Department Verification: Confirm appropriate departmental assignment
• Timeline Estimation: Assess expected resolution timeframe

3. Response Preparation:

• Issue Investigation: Research problem and identify solutions
• Solution Development: Prepare comprehensive response
• Resource Coordination: Involve additional team members if needed
• Quality Review: Verify response accuracy and completeness

4. Reply Dispatch:

• Response Delivery: Send detailed solution or update to tenant
• Status Update: Modify ticket status to reflect current state
• Follow-up Schedule: Set expectations for additional communication
• Documentation: Record resolution steps for future reference

5. Tenant Interaction:

• Response Review: Tenant evaluates provided solution
• Feedback Provision: Additional information or clarification requests
• Solution Testing: Implementation and verification of proposed fixes
• Satisfaction Confirmation: Verification of issue resolution

6. Resolution Confirmation:

• Solution Verification: Confirm issue has been fully resolved
• Follow-up Communication: Ensure tenant satisfaction with resolution
• Additional Support: Provide ongoing assistance if needed
• Documentation Update: Record final resolution details

7. Ticket Closure:

• Status Change: Mark ticket as "Closed"
• Final Notification: Confirm completion to all stakeholders
• Satisfaction Survey: Optional feedback collection
• Archive Process: Move to completed tickets database

Response Time Guidelines

Priority-Based Response Standards:

• High Priority: Respond within 1-2 hours during business hours
• Medium Priority: Respond within 24 hours
• Low Priority: Respond within 48-72 hours

Resolution Time Targets:

• High Priority: Resolve within 4-8 hours
• Medium Priority: Resolve within 2-3 business days
• Low Priority: Resolve within 5-7 business days