Ticket Management

This menu allows you to create, assign, and manage tickets for handling customer inquiries and requests.

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.)

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.

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.

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.

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

  • 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.”

➍ Ticket Assignment

  • Newly created tickets are initially unassigned with no agent assigned.

  • Unassigned tickets can be assigned to an agent in the following three ways.

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

Permissions and Requirements

The Forward Ticket feature is available only to agents who have been granted forwarding permissions under [Service Management] → [Agent].

  • 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

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.

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

You can encrypt customers' personal information by masking it within the content.

Permissions and Requirements

In the contract details of the currently connected service, set the [Security Service] feature to Enabled.

  • 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

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.

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

Permissions and Requirements

To use the Dooray! Transfer feature, enable the transfer option under [Service Management] → [External Channels] → [Dooray!].

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.

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