Understanding Tickets

This article provides an overview of tickets. Follow the links to go into details.

What is a ticket?

A ticket in Replypad holds the entire thread with a customer about a specific request or topic, starting with the initial request until it is resolved. It also holds the internal interactions you have with other team members, until resolving the request.

Starting a ticket

New tickets may start by you, by members of your team, or by customers.

• New ticket by users in Replypad – Users in Replypad may start a new ticket for a customer or for internal issues they need to handle.
• New ticket from a customer in Replypad – Customers may visit your workspace and start a new ticket from their Replypad interface.
• New ticket from email – When customers send an email to your email support address, it arrives into Replypad and is automatically converted into a ticket in Replypad.

All tickets will appear automatically in the Team inbox and if assigned to you, you will also see them in My Inbox.

All new tickets that are not assigned to a Replypad user, will appear in the Unassigned view for a quick access to all unassigned tickets. You can also see them in the Team Inbox, so nothing falls between the cracks.

Working with a ticket

Once a ticket is created, it may be assigned to a user or unassigned (if it was created from an email). Unassigned tickets appear in the Unassigned view and also in the Team inbox. Tickets hat are assigned to you will appear in your My Inbox.

Working with a ticket may involve going over My Inbox, reviewing the unassigned ones and taking them or assigning to the relevant user, reviewing Team inbox to see if there is anything you think you should be involved in and follow it.

Handling a ticket may include actions like: posting public replies and internal notes to the ticket, changing it’s priority labels, and closing the ticket when done handling it.

Working with a ticket is done from either My Inbox, Team Inbox or the Unassigned view. For a better understanding of the workflow with each of these views, refer to:

• Understanding My Inbox.
• Understanding Team Inbox.
• Unassigned tickets.
• Once you go into the ticket details, you have access to more options, as you can learn in the Ticket details interface.

Ticket posts

Posts are your way to communicate with other people regarding a ticket. The ticket holds the whole thread of posts and replies. The ticket posts may be sent by your customers or by you and your team.

You participate in a ticket by posting public replies or internal notes:

• Public replies go to the customer.
• Internal notes that you post are only shared with the people in your team.

Posting to a ticket sends an email notification to the people that should get the message you posted. The ticket is also pushed into the Replypad inbox of the team members that are following this ticket.

People in tickets

A ticket may be unassigned at first, however, it must be assigned to a user in order to handle it.

Different people may have different roles in each ticket:

• The assignee is the person assigned to the ticket
• Followers are people who following the ticket.

You can learn about the difference in Following vs. being the assignee.

You can also see more details in People in tickets.

When do you need to forward a ticket?

Forwarding a ticket or a specific post, means you copy information from an existing ticket and send it as a new ticket. This creates a new ticket that is linked to the original one.

Forwarding is used when you want to discuss a ticket with people that are not part of the discussion with the customer, such as with 3rd parties.

Lean how to forward tickets and specific posts in Forward ticket.

What is a Follow-up ticket?

When a ticket is closed for a long time, it gets archived automatically and cannot be edited. Follow-up tickets are tickets that are created automatically by Replypad, when an archived ticket needs to be reopened. Because Replypad does not actually reopen archived tickets, it creates a new ticket and links it to the original one.

Read more in Follow-up ticket.

Ticket history

Each ticket keeps the complete history and developments of the ticket thread. Looking at the ticket history the user can see the entire development of this ticket over time.

The ticket history is built from different pieces of information such as the initial message that created the ticket from customer, internal notes, public replies, replies from customers, attachments, audit information, etc. Read more in ticket history and audit.