> For the complete documentation index, see [llms.txt](https://docs.contiple.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.contiple.com/eng/try-it-out/cm/ticket-management.md). # Ticket Management *** ## **➊ Screen Overview** Describes the structure and functions of each section in the Ticket Management menu.
#### **① Ticket Management Menu List** * **My Tickets in Progress** : Tickets assigned to you that are currently in progress. * **My Tickets in Pending** : Tickets assigned to you that are on hold. * **My Tickets Resloved** : Tickets assigned to you that you have marked as resolved. * **My Completed Tickets**: Tickets assigned to you that have been closed by an administrator. * **All Tickets** : All registered tickets, excluding spam. * **All Unassigned Tickets** : Tickets that have not yet been assigned to an agent. * **All Tickets in Group** : All tickets belonging to your agent group. * **All Transferred Tickets** : Tickets transferred to other services or to Dooray!. * **Spam** : Tickets marked as spam during internal resolution. (Administrators can restore or delete spam tickets.) {% hint style="info" %} **Ticket Status Types** * **Unassigned** : The ticket has been created but not yet assigned to an agent. * **Processing** : The ticket has been assigned to an agent. * **Pending** : The ticket is on hold. * **Transferred (In Progress)** : The ticket has been transferred to Issue Management. * **Transfer Completed** : The issue transferred service has resolved or internally closed the ticket. * **Dooray Transfer Completed** : The ticket has been transferred to Dooray!. * **Dooray In Progress** : The ticket status has been changed to “In Progress” in Dooray!. * **Dooray Resolved** : The ticket status has been changed to “Resolved” in Dooray!. * **Resolved** : The ticket has been marked as resolved. * **Completed** : The administrator has closed a resolved ticket. {% endhint %} #### **②** Mini Dashboard (Ticket Inflow Status) * A mini dashboard that provides real-time visibility into ticket inflow, unassigned tickets, and resolution rates. * You can view the status for your own tickets or for the currently connected service. {% hint style="info" %} **Ticket Management Mini Dashboard Items** * ALL * Created : Number of tickets received today. * Resolved : Number of tickets resolved today. * Processing : Number of tickets currently in progress. * Pending : Number of tickets currently on hold. * Unassigned : Number of tickets that have not yet been assigned to an agent. * Resolved Rate : Percentage of tickets resolved within **24 hours** of being received. * MY * Resolved : Number of tickets you resolved today. * Processing : Number of tickets you are currently handling. * Pending : Number of tickets you have placed on hold. * Transfer : Number of tickets you have transferred to Issue Management or Dooray!. * Reservation Call : Number of reserved callback appointments. (The item flashes when the scheduled time arrives.) * Customer Guide : Number of tickets for which Issue Management has requested customer notification. {% endhint %} #### **③ Call/Chat** * A mini dashboard that allows you to monitor CTI-related information and chat activity in real time. #### **④** Ticket Functions * **Create Ticket** : Manually create a new ticket. * **Ticket Batching** : Apply actions such as commenting, resolving, or placing on hold to multiple selected tickets in the list. * **Deselect**: Uncheck all selected tickets in the list. * **Search Tickets** : Search for tickets using detailed filter conditions. * **Search Information** : Call and view APIs configured under **\[Customer Information Management] → \[Customer Information Integration]**. #### **⑤ Internal Notice** * You can view announcements that are fixed to the top. #### **⑥ Ticket List** * The ticket list displays the title, assignee, source channel, and status of each ticket. * Click the **star (☆) icon** next to a ticket to mark it as important. * Important tickets can be filtered using the **☆ Important** filter at the top left of the list. * Click the **arrow button** in the center of the section to collapse the ticket list. #### **⑦ Ticket Information/Ticket History** * View the information, submission details, and consultation processing history of the selected ticket. * Ticket information includes the assigned group, assignee, creator, and status. * The consultation processing history displays the customer’s inquiry details and the actions taken by the agent during the resolution process. #### **⑧ Ticket Details** * This area allows you to edit the ticket’s submission details or enter processing information. * At the top, you can edit or add **customer information fields**, then click **Save** to update the ticket information. * Customer information fields can be configured by inquiry type under **\[Service Management] → \[Ticket] → \[Field] → \[Field Settings]**. * At the bottom, you can enter the ticket’s processing details and take actions such as **Resolve**, **Pending**, or **Forward**. * Click the **Ticket Transfer** button at the top right to transfer the ticket. #### **⑨ Additional Features Sidebar** * Click the icons on the rightmost sidebar to open additional features in the right panel. * Ticket History : View past inquiries based on the ticket’s customer information. * Templete Management : View templates registered under **\[Service Management] → \[Ticket] → \[Template Management]**. * Dooray! Comment History : View comments recorded when a ticket was transferred to Dooray!. * Customer Information : View information retrieved via APIs configured in **\[Customer Information Management] → \[Customer Information Contact]**. * Event : View the ticket’s creation, assignment, and modification logs. * SMS Send : View chat history with the customer (for tickets received via chat). * You can drag and drop the icons to change their order. *** ## **➋ Ticket Search**
* Click the **Search Tickets** button to display the expanded advanced search section.\ (The advanced search conditions are configured in **\[Service Management] → \[Ticket] → \[Field] → \[Field Management]**.) * Click the **Set Conditions** button to select the fields you want to add as search filters, then click **Add Condition**. * Click **Save** to apply the selected fields and view them in the detailed search area. *** ## **➌ Create Ticket** {% hint style="info" %} * Tickets are automatically created when customer inquiries are received through channels such as phone, email, or chat, according to the service contract. * If an inquiry is received through an unconfigured channel or if an additional ticket needs to be created, please create a ticket manually. * Tickets created manually are marked with the channel **“Created.”** {% endhint %}
*** ## **➍ Ticket Assignment** {% hint style="info" %} * Newly created tickets are initially **unassigned** with no agent assigned. * Unassigned tickets can be assigned to an agent in the following three ways. {% endhint %} ### **4-1. Keep**
* Click the **Keep** button on an unassigned ticket to assign it to yourself. * If you belong to multiple agent groups, select one group when taking the ticket. * Once the ticket is assigned, its status changes to **Progressing**. *** ### **4-2. Forward** {% hint style="danger" %} **Permissions and Requirements** The **Forward Ticket** feature is available only to agents who have been granted forwarding permissions under **\[Service Management] → \[Agent]**. {% endhint %}
* You can assign or change the assignee using the **Forward** function at the bottom of the Ticket Details section. * When a ticket is forwarded, it is assigned to the designated agent and its status changes to **Progressing**. *** ### **4-3. Trigger** {% hint style="info" %} You can create conditions for tickets and configure actions to be performed when those conditions are met, such as assigning the ticket to a specific agent, or distributing it randomly or sequentially. {% endhint %} *** ## **➎ Ticket Processing**
#### **① Customer Field** * Enter basic customer information needed for support, such as email, ID, and name. * Customer information fields can be configured by inquiry type under **\[Service Management] → \[Ticket] → \[Field] → \[Field Settings]**. #### **② Editor** * Enter the ticket processing details in the editor at the bottom of the section. * Click the **clock icon** on the right side of the editor to load previously written content. * If a ticket template is available, click the **Template Management** icon on the right to load the form. #### **③ Processing Type** * A category manually selected by the agent when processing the ticket. * For more details on processing categories, refer to the **Category Management Guide** under Service Management. #### **④ Priority** * Specify the processing priority of the ticket. * By default, tickets are set to the **Normal** level when created, and can be changed to **Low**, **High**, or **Urgent**. * In the ticket list, tickets are visually highlighted by color based on their priority level for quick recognition of importance. #### **⑤ Processing** * Select the ticket status from the dropdown menu. * **Resolved** : Marks the ticket as resolved and sends a resolution email to the customer. * **Pending** : Sets the ticket to on-hold status when an interim response is needed (sends a hold email to the customer). * **Add a Comment**: Adds only the written comment without changing the ticket status. * **Resolve Internally** : Use when the inquiry is resolved internally (e.g., spam, abusive content, test, or phone resolution). * Click the **Processing** button to apply the selected status. * Resolution and Pending email templates can be registered under **\[Service Management] → \[Ticket] → \[Email Settings]**. * Tickets marked as spam are moved to the **Spam** folder. #### **⑥ Preview** * Before resolving or pending a ticket, use **Preview** to check for restricted words and review the outgoing email to the customer. *** ## **➏ Masking** {% hint style="info" %} You can encrypt customers' personal information by masking it within the content. {% endhint %} {% hint style="danger" %} **Permissions and Requirements** In the contract details of the currently connected service, set the **\[Security Service]** feature to **Enabled**. {% endhint %}
* In the Ticket Management screen, personal information can be masked in the **Processing History** section. * This feature can be used when personal information is included in a customer’s inquiry or an agent’s response. * Drag over the area you want to mask, then click **Masking** to replace the selected content with asterisks (**\***). * Click the masked area again to unmask the personal information. * Masked data is also stored in the database in its masked form. *** ## **➐ Ticket Transfer** {% hint style="info" %} When assistance from another agent or team member is needed to resolve a ticket, you can transfer the ticket to the **Issue Management** **service** or a **Dooray! project**. {% endhint %}
### **7-1. Issue Escalation** * Click **\[Transfer Ticket] → \[Issue Escalation]**, select the Issue Management service to transfer to, and proceed with the transfer. * Once the transfer is complete, a new ticket is created in the selected Issue Management service. *** ### **7-2. Dooray! Escalation** {% hint style="danger" %} **Permissions and Requirements** To use the **Dooray! Transfer** feature, enable the transfer option under **\[Service Management] → \[External Channels] → \[Dooray!]**. {% endhint %}
#### **① Dooray! Escalation** * Click **\[Transfer Ticket] → \[Transfer to Dooray!]**, select the Dooray! organization and project to transfer to, enter the necessary details, and click the **Dooray! Transfer** button. * Once the transfer is complete, a task is created in the selected organization’s project. #### **②** Ticket Status During Dooray! Transfer * Transferred tickets display the **Dooray! icon**, and their status changes to **Transfer Complete**. * When the Dooray! task status changes to *In Progress*: the ticket status changes to **Proceeding**. * When the Dooray! task status changes to *Completed*: the ticket status changes to **Complete**. #### **③ Dooray! Comment** * When the ticket status is **Transfer Complete** or **Proceeding**, the **Dooray Comment** button becomes available. * Write a comment in the editor and click **Dooray Comment** to add it to the Dooray! task. #### **④ Dooray! Comment History** * You can view the registered tasks and comment history by clicking the **Dooray! Comment History** icon on the right panel.