Ticket Portal

Ticket Management Dashboard Overview

The image represents a ticket management dashboard from Kit19, which provides an overview of the ticket status for a customer support system. The dashboard displays key metrics categorized into various ticket statuses, offering a quick summary of the team’s workload and ticket progress.

Ticket Management Dashboard Overview Kit19

Components of the Dashboard:

  1. Header Section:
  • The top-left displays the Kit19 logo and a search icon, indicating a search functionality within the system.
  • The top-right includes a settings icon, a mail icon with a number (possibly representing notifications), and a green status indicator bar.
  • A user profile icon labeled “P” is visible in the top-right corner, signifying user personalization or account settings.
  1. Ticket Stat Section:
  • The main area prominently features a “Ticket Stat” panel with a green banner header, emphasizing its significance.
  • Key metrics are represented as individual cards, each providing a specific ticket status count. Below is a detailed breakdown:
  • Total: 15 tickets in total.
  • New: 14 tickets are newly created.
  • Open: 0 tickets are currently open.
  • Closed: 1 ticket has been resolved and closed.
  • Pending: 0 tickets are awaiting action.
  • Resolved: 0 tickets are marked as resolved.
  • Wait Customer: 0 tickets are on hold, waiting for customer input.
  • Wait Third Party: 0 tickets require input or action from third-party entities.
  • Duplicate: 0 tickets are identified as duplicates.
  • Invalid: 0 tickets are marked as invalid.
  • Spam: 0 tickets are flagged as spam.

button typically serves as the primary navigation control, allowing users to access additional features, settings, or navigation options within the system. The prominent placement and distinct highlighting indicate its importance for interacting with the broader functionalities of the platform.

Components of the Dashboard:

In user interfaces, such menu buttons often resemble a “hamburger” icon (three horizontal lines) and are designed to streamline navigation in complex systems.

Ticket Management Menu Overview​

Ticket Management Menu Overview

The menu consists of the following key options

  1. Dashboard: This section serves as the main landing page, providing an overview of key metrics and activities within the system.
  2. Raise Ticket: This option allows users to create new tickets, facilitating issue tracking and resolution.
  3. Manage Tickets: This section is dedicated to handling existing tickets, enabling users to view, edit, and update their statuses.
  4. Contacts: This option likely manages contact information, supporting communication and collaboration within the system.
  5. Report: This feature generates detailed reports, offering insights and analytics for better decision-making.
  6. Settings: This section provides configuration options, allowing users to customize the system according to their needs.

The menu is designed to enhance user experience by providing clear and organized navigation within the system. The user-friendly layout ensures that users can quickly access the desired features and functionalities.

Raise Ticket Dashboard Overview​

  1. Click on the “Raise Ticket” option in the left navigation menu.
  2. This opens a list of tickets with details such
    – Ticket creator information (e.g., name and email).
    – Ticket status (e.g., “Pending,” “New”).
    – Date and time the ticket was created.

How do you Raise a “New Ticket”.

New Ticket

1. Click the New Ticket Button:

  • Click the green “New Ticket” button. This opens a ticket creation form.

2. Fill Out the Ticket Form:

Ticket Form

3. The form consists of the following fields:

  • Ticket Product:
  • Select the product or service the ticket pertains to from the dropdown menu.
  • Attachment:
  • Use the “Attach File” button to upload relevant files.
  • Subject (Required):
  • Enter a concise subject for your ticket.
  • Company:
  • Provide the company name if applicable.
  • Description (Required)
  • Add a detailed description of the issue or request. You can use the formatting toolbar to structure the text as needed.

4. Submit the Ticket:

  • Once all required fields are filled, submit the ticket by clicking the appropriate button (e.g., “Submit” or “Save”).

Manage Ticket Dashboard Overview [for only internal team]

1. Click on the “Manage Tickets” option in the left navigation menu.

2. Click on the “New Tickets” option.

3. Fill Out the Ticket Form:

Fill Out the Ticket Form
  1. Ticket Priority: To assign a level of importance to the ticket, helping to prioritize and organize tasks effectively.
  • High: Indicates critical issues requiring immediate attention.
  • Medium: Represents moderately important tasks.
  • Low: For non-urgent or routine tasks.
  1. Ticket Type: To specify the nature of the ticket.
  • Technical Support
  • Billing
  • Feature Request
  1. Ticket Category: To classify tickets for better tracking and reporting.
  • Incident: Issues that disrupt normal operations (e.g., system outages).
  • Request: Non-issue tasks (e.g., software installations, access requests).
  • Complain: Customer dissatisfaction reports.
  1. Ticket Source: To identify how the ticket was raised.
  • Email
  • Phone
  • Chat
  • Web Portal
  1. Radio Buttons: Lead or Enquiry, to categorize the ticket origin.
  • Lead: Indicates potential opportunities.
  • Enquiry: General customer queries.
  1. Search Requester: To quickly locate the individual or entity raising the ticket.
  • Use search to find the requester’s details, such as name, email, or phone number.
  1. Tags: To add labels for easy filtering and identification of tickets.
  • Enter relevant tags (e.g., “Critical Issue,” “Refund Request”).
  • Create new tags tailored to the ticket type.
  1. Assign To: To allocate the ticket to the appropriate personnel or group.
  • Group: Assign the ticket to a team.
  • Agent: Assign the ticket to a specific individual.
  • As per Dispatcher Rule: Automatically assigns based on pre-defined rules.
    • Note: You can select only “one” of the above options for a ticket.
  1. Description: To provide a detailed explanation of the issue or request.
  • Clearly describe the concern.
  • Include relevant details to help agents resolve the ticket efficiently.
  1. Company: To associate the ticket with the requesting company.
  • Action: Enter the company’s name.
  1. Product: To specify the product related to the ticket.
  • Action: Select the product from the list provided.
  1. Submit: To save the ticket and send it for processing. Verify all entered details.
  • Click the “Submit” button to finalize the ticket.

Contact Ticket Dashboard Overview

Navigation Steps

  • Click on Menu Icon
    Locate the menu icon in the top navigation bar of the application.
  • Click on Contacts
    From the menu, select the “Contacts” option to access the contact management interface.
Navigation Steps

Fields to be Filled

Fields to be Filled
  • Choose a Radio Button:
    Select either “Lead” or “Enquiry” based on the type of contact you want to create.
  • Full Name:
    Enter the contact’s full name. This field is mandatory.
  • Mobile Number:
    Provide the contact’s mobile number. This field is required.
  • Email:
    Enter the contact’s email address. This field is required.
  • Option Registered:
    Fill in the “Option_Registered” field with the appropriate value.
  • Date of obtain:
    Specify the date when the information was obtained.
  • Username:
    Input the username for the contact.
  • Password:
    Enter the password for the contact.
  • Followup Status:
    Select a follow-up status from the dropdown menu. This field is mandatory.
  • Click on Advanced (Optional):
    If additional options are needed, click on the “Advanced” button to expand further settings.

Final Step

  • Click on Save:
    After filling in all the required fields, click the “Save” button to add the contact to your system.

Support Agents Report Dashboard Overview​

Navigation Steps

  • Click on Menu Icon
    Locate the menu icon in the application’s navigation bar.
  • Click on Reports
    From the menu, select the “Reports” option. This will expand additional menu options.
  • Click on Support Agent Report
    From the extended menu, click on “Support Agent Report.“
Navigation Steps

Viewing the Report

Viewing the Report
  • After selecting “Support Agent Report,” you will see the detailed report displayed on the screen.
  • Use the search functionality to filter specific data if needed.

Fields in the Report​

  • Executive Name
    Name of the support executive.
  • Tickets Assigned This Month
    Total number of tickets assigned to the executive in the current month.
  • Tickets Assigned Today
    Tickets assigned to the executive on the current day.
  • Tickets Closed This Month
    Total tickets closed by the executive in the current month.
  • Tickets Created Today
    Number of tickets created on the current day.
  • Tickets Closed Today
    Tickets closed by the executive on the current day.
  • Tickets Reopened This Month
    Tickets that were reopened within the current month.
  • Total Tickets Pending
    Total number of tickets pending resolution.
  • Total Unassigned Tickets Pending
    Pending tickets that have not yet been assigned to any executive.
  • Total Tickets Pending Over 24 Hours
    Tickets that have been pending for more than 24 hours.
  • Average Feedback from Customer
    Average feedback score received from customers.

Exporting the Report

  • You can export the report data in CSV format for offline analysis or sharing.
    Locate the “Export” option and select it to download the report as a CSV file.

Contact Form Data Dashboard Overview

Navigation Steps

  • Click on Menu Icon
    Locate and click on the menu icon in the application’s navigation bar.
  • Click on Report
    From the menu, select the “Report” option. This will expand additional menu options.
  • Click on Contact Form Report
    From the extended menu, click on “Contact Form Report” to access the report dashboard.
Navigation Steps

Report Viewing Options

Report Viewing Options
  • Calendar Option (“From” and “To”)
    Use the date picker to select a specific date range for the report.
  • Radio Buttons
    Select one of the following options to filter the report:
    • Open
    • Read
    • Ticket Added
    • Spam/Junk
  • Sorting Dropdown
    Sort the report data using one of the following options:
    • Date
    • Name
    • Lead
    • Email
    • Mobile

Additional Features

  • Export Option
    Click on the “Export” button to download the report in CSV format for offline analysis or sharing.

Ticket Portal Training (1)
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