Ticket #

• Ticket can be understood as an event that needs exchange and support.

• Many times when customers ask for support through applications such as Zalo, Telegram… will drift messages, miss errors, and become uncontrollable, so customers need support when having problems/errors about software/devices. Support can be created on ticket.

• When creating a ticket on the system, the support staff will receive, process and respond to that ticket through the system.

To Search/Create/Edit tickets, do the following:

• Click on Back Office > Ticket

1. Create new #

• To create a ticket, do the following:

  • Step 1: Click Create Ticket.
  • Step 2: Fill in the information according to the form that appears on the screen.
    • Department: Select the department that needs support.
    • Title: Briefly enter the problem you need support.
    • Phone number: Phone number to contact (If available).
    • Email: Current email you are using (If any).
    • Create for user: Click on the box to tick another account to create a household. If left blank, the default is created for the currently logged in account.
    • Send to user: Enable to actively send to users. Off is to create a user.
    • Content : Describe the problem in detail. Error on which device / screen, how it happened, at what time, …
    • Attachments : Upload relevant data (If available).
  • Step 3: Click Add to create a ticket.

2. Search #

• You can search by the following criteria:
  • Key | Title : Enter 1 / several words you want to search. Click on / press Enter to search.
  • Click on to refresh data
  • Click on to filter by:
    • Status.
    • Department.
    • Account : Find the ticket that the account owns.
    • Creator : Find the ticket that the account created for itself and create/add it for another account.

3. Status #

3.1 Open #

• Successful ticket creation will display the default status of Open.

3.2 Answered #

• When the Support team responds to the newly created ticket, the status will change from Open -> Answered.

• To see the detailed answer on the support side, do the following:
  • 1: Click on ticket for details.
  • 2: Support’s response.
  • 3: If you see that Support has responded back and you still have not checked / have questions / used notices as usual,… then enter the content, attachments (if any) ) and click resend feedback to support.

3.3 Processing #

• When that ticket has responded but has not yet resolved the issue, the Support Department will leave the status as Processing.

3.4 Closed #

• 1: If Support has solved the problem, the response is complete, the user side has no more questions, can click Close ticket. Status from Replied -> Closed.

• 2: After closing the ticket, you can evaluate the quality of customer service by clicking on . 5 stars is the highest. You can only rate 1 time in 1 ticket.

• 3: When the ticket has been closed, but customers still have questions, they can continue to ask by replying.
  • Import content
  • Attached File
  • Click Send
    Then it will change status as KH Responded and continue 1 round of such status.

4. Fast access #

• Also can be quickly accessed in the following way:
  • Click on Ticket & Notice > Ticket