Ticket Management Process

This document outlines the systematic approach to managing tickets within the Firm App platform. You will learn how to access, assign, and manage workflows associated with tickets, as well as how to utilize advanced ticketing features to enhance efficiency and communication.

Step 1

Review the ticket board, which provides various methods to access tickets.

Step 2

If a ticket appears on your ticket board, whether assigned to you or to a group you can join, this is a primary access point for ticket management.

Step 3

Alternatively, use the ticket report feature to generate reports based on status, owners, or individuals handling tickets, along with the relevant data.

Step 4

Focus on the ticket environment itself to gain a comprehensive view of the current ticket.

Step 5

Within a ticket, identify the workflows that apply, noting the responsible individuals and necessary actions. These elements are configured in the workflow section of the control panel. This specific ticket has two actions: resolution and verification.

Step 6

To close the ticket, ensure both actions are completed. Different individuals or departments might be responsible for these actions.

Step 7

View the status of the action at the top of the ticket. If necessary, you can opt for a close or quick close and identify the requestor.

Step 8

The requestor is the individual who initiated the ticket, whether via email, phone, or form submission. You can also view the current ticket assignee, opening date and time, and set a due date to aid in tracking.

Step 9

Switch between the various actions within the ticket if needed.

Step 10

You can add an action for yourself, another individual, or a group.

Step 11

For unique inquiries, bring in additional personnel by adding an action.

Step 12

Adding another action will create three total actions for this ticket. All must be closed for the ticket to be resolved. If reassignment is required, you can do so.

Step 13

Alternatively, you can unassign yourself if needed.

Step 14

With the right permissions, you can modify the requestor if necessary.

Step 15

Below, you'll find the communication thread for the ticket, which captures all interactions associated with it, referred to as segments.

Step 16

In this case, an email initiated the workflow, creating the ticket and actions. View email details, including attachments, which can be downloaded.

Step 17

Internal segments, indicated in gray, track internal activities like reassignment or note creation.

Step 18

Visible segments can be made private or deleted to prevent external viewing. The dialog box allows for email communication.

Step 19

Respond to communications by adding recipients or editing the subject line as needed.

Step 20

Format your messages and include attachments as required.

Step 21

Choose whether attachments require login for access or can be downloaded directly from emails.

Step 22

Once set, the attachment settings persist, so consider them as you manage attachments.

Step 23

You can keep a ticket open, respond, or reassign it to the requestor.

Step 24

Reassigning moves the ticket to the waiting category on your board.

Step 25

You can also close an action if you believe the query has been adequately addressed.

Step 26

Utilize AI to generate response templates for common inquiries.

Step 27

AI responses pull from the knowledge base to address queries like address changes.

Step 28

Select from canned responses, modifying as necessary for the situation.

Step 29

Edit responses for personalization and maintain consistency in messaging.

Step 30

Close actions to progress ticket resolution. Track the remaining actions.

Step 31

Once all actions are completed, the ticket is considered closed.

Step 32

View internal interactions and additional ticket information, such as custom fields.

Step 33

Create custom fields to track meaningful ticket details, using dropdowns, text boxes, or links.

Step 34

For clients with account numbers, search and connect the relevant account to the ticket.

Step 35

Track tickets back to owner profiles for easy access.

Step 36

Add additional owner numbers to track relevant details with tickets.

Step 37

View recent tickets linked to the requestor, with options to merge related tickets.

Step 38

Access requester details and all tracked information for management.

Step 39

Explore advanced settings, including audit logs and message histories.

Step 40

Review the status and details of email communications in the message history.

Step 41

This overview covers ticket settings and behavior within Firm App. Explore ticket designer tools via the control panel.

Step 42

Create custom fields and triggers, control notifications, and manage email thread settings.

Step 43

This overview concludes the explanation of ticket behavior within Firm App.