Support Tickets Overview

The support ticket system is integrated with Zendesk, allowing you to manage customer support requests, technical issues, and general inquiries directly within the ERP system. This ensures all your support communications are tracked and managed efficiently.

Ticket Types

When creating a ticket, you can categorize it by type to help route it to the right team:

• Question: General inquiries or questions about the system.
• Incident: Technical issues or problems that need immediate attention.
• Problem: Recurring or systemic issues that may require investigation.
• Task: Action items or work requests.

Ticket Statuses

Tickets progress through several statuses during their lifecycle:

• New: The ticket has just been created and has not yet been assigned to an agent.
• Open: The ticket is actively being worked on by a support agent.
• Pending: The ticket is waiting for information or action from the requester.
• Hold: The ticket is temporarily paused.
• Solved: The issue has been resolved.
• Closed: The ticket has been completed and closed.

Each status is color-coded in the system for easy identification.

Ticket Priorities

You can set the priority level of a ticket to indicate its urgency:

• Low: Non-urgent matters that can wait (shown with a green badge).
• Normal: Standard priority for routine requests (blue badge).
• High: Urgent issues requiring quick attention (red badge).
• Urgent: Critical problems needing immediate action (red badge).

The priority level helps support agents understand which tickets to address first and affects service level agreements (SLAs).