Ticket Handling

Start ticket-based supports by reviewing customer inquiries received as tickets, responding to them, or transferring them to the appropriate department for resolution.

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• For ticket configuration settings, refer to the Ticket Guide in Service Management.

• For detailed ticket usage instructions, see the Ticket Management Menu Guide

➊ Ticket

What is a Ticket?

• A ticket is a record of a customer inquiry or request, along with the entire process of resolution.

• It stores all communication between customers, agents, and internal staff — from the moment a request is received to when a response is sent to the customer.

• Customer inquiries received via email, Help Center contact forms, or (depending on your contract) chat and phone channels are automatically created as tickets.

• Click a ticket from the ticket list to view its details.

• You can reply directly to the customer, add internal comments, or transfer the ticket to another department for further handling.