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Introduction
In this detailed overview, we explore the process of creating and managing a Ticket Support List within a platform designed for customer support and issue tracking.
This guide covers the step-by-step procedures, from initial list creation to customizing input fields, setting permissions, and organizing ticket data efficiently.
Whether you're a beginner or an experienced user, this summary provides a clear, structured approach to streamline your support workflows.
Step-by-Step Process for Ticket Support List Creation
1. Initiating List Creation
Access the List Creation Button
Located at the top right corner of the interface, represented by a plus (+) icon.
Alternative method: Share coach option (covered later).
Naming the List
Example: Ticket Support.
Optional: Add an emoji for visual identification, e.g., an email icon.
Assigning a List Code
Used for searching within the tickets API.
Keep it simple for easy retrieval, e.g., tickets or support.
Setting List Visibility
Decide whether the list is live or draft.
Keep it live for active use.
Configuring Item Visibility
Hide all items option controls whether all users or specific roles can access the all items view.
Default: all unchecked, allowing broad access.
Finalizing List Creation
Click Create to generate the list, which then appears in the overview.
Sharing options will be discussed in subsequent steps.
2. Customizing List Settings
Editing List Details
Change the display name (cannot modify the list code).
Options to put the list on hold or update permissions for the all items view.
Permissions Management
Adjust who can view or edit the list based on roles like support agents, supervisors, or members.
3. Defining Input Fields for Ticket Creation
Creating a ticket requires input fields to capture relevant data. These fields can be system-defined or custom.
Field Type | Description | Default/Required | Notes |
|---|---|---|---|
Text | Ticket title or issue summary | Required | Rename as needed, e.g., Issue or Ticket Name. |
Description | Detailed issue description | Required | Can be moved up/down in order for clarity. |
Bot User | Automated user handling the ticket | Optional | Useful for tracking automated interactions. |
Assigned Agent | Support agent responsible | Optional | Assign tickets to specific team members. |
Created At | Timestamp of ticket creation | Optional | Useful for tracking response times. |
Last Edited | Last modification timestamp | Optional | For audit purposes. |
User contact email | Optional | For follow-up communication. | |
Phone Number | User contact number | Optional | Additional contact method. |
4. Adding Custom Fields
Custom fields enhance ticket specificity:
Select Fields
Select 1-5: Dropdown options for categorization.
Example: Priority, Status, Department, Interest, Market.
Date Fields
Created At, Updated At, or custom date entries.
Number & Decimal Fields
For quantitative data like Order ID, Rating.
Text Fields
Up to five customizable text inputs for additional info.
Rating Fields
For customer or agent ratings.
5. Implementing Priority and Status Fields
Priority Field:
Type: Dropdown menu with color-coded options.
Options & Colors:
Priority Level | Color | Code | Display Name |
|---|---|---|---|
Low | Gray | low | Low |
Medium | Orange | medium | Medium |
High | Purple | high | High |
Critical | Pink | critical | Critical |
Default: Low priority.
Status Field:
Type: Dropdown with status options.
Status | Color | Code | Display Name |
|---|---|---|---|
New | Gray | new | New |
In Progress | Orange | progress | In Progress |
Resolved | Green | resolved | Resolved |
Default: New status.
6. Saving and Organizing Fields
Order of Fields:
Top priority: user input fields (e.g., Issue, Description, Email).
Followed by system fields (Created At, Assigned Agent).
Custom fields like Priority and Status are added as needed.
Moving Fields:
Use drag-and-drop to organize the order for clarity during ticket creation.
Final Checks:
Ensure all required fields are marked as such.
Save changes regularly to prevent data loss.
Finalizing and Future Steps
Once the ticket support list is configured with all necessary fields and permissions, it becomes a powerful tool for managing customer issues efficiently. The platform allows for view customization and sharing options, which will be covered in subsequent tutorials, including how to visualize tickets from different perspectives using features like Fuse.
By following this structured approach, support teams can ensure consistent data collection, prioritized handling, and streamlined workflows. Proper setup of input fields, permissions, and categorization not only improves response times but also enhances overall customer satisfaction.
Summary
List Creation: Use the top right button, name your list, assign a code, and set visibility.
Permissions: Control who can view or edit the list and all items view.
Input Fields: Define essential fields like Title, Description, Email, and custom fields such as Priority and Status.
Custom Fields: Add dropdowns, dates, numbers, ratings, and text fields for detailed data capture.
Priority & Status: Use color-coded dropdowns for quick visual cues.
Organization: Drag to reorder fields for optimal user experience.
Finalization: Save settings, review permissions, and prepare for ticket handling.
This comprehensive process ensures a robust support ticket system tailored to organizational needs, facilitating effective issue resolution and improved customer engagement.