Introduction
The Ticket Details feature provides a comprehensive view of individual tickets, enabling you to:
Monitor ticket status and priority.
Assign tickets and update information.
Access details related to containers, properties, agreements, and contacts.
View and create internal notes.
View historic events and communication with customers.
Send SMS and e-mail messages to customers.
Key Features
1. Status, Priority, and Actions
Status: Tracks the progress (e.g., In Progress, Closed).
Priority: Indicates urgency (e.g., Low, Medium).
Actions:
Print Ticket: Possibility to print it as PDF.
Print Container Label: Generates a PDF label with barcode and container information.
Associate with Message: Link a ticket an e-mail received in the customer inbox.
2. Event Log
The Event Log displays updates and changes to the ticket, including:
Priority changes.
Assignee modifications.
Internal notes for team collaboration.
You can add new internal notes using the message box at the bottom of the event log.
3. Information Tabs
The Information section consists of tabs to organize relevant data:
Container Tab
Container ID: Unique identifier for the container.
Waste Fraction: Type of waste (e.g., Plast/mad & drikkekartoner).
Container Type: Size/type of the container (e.g., 240 liter beholder).
Address: Location linked to the container.
Property Tab
Address: Physical address of the property.
Property Number: Unique number for tracking.
Property Type: Type of property (e.g., Fælles: Rækkehus).
Area: Region or city where the property is located.
Agreement Tab
Period: Timeframe for the agreement.
Price: Cost details (e.g., 0,00 kr.).
Contacts Tab
View and manage contact details linked to the ticket:
Owner/Co-owner: Individuals associated with the property.
Company Information: Organization details if applicable.
Actions: Edit, view, or unlink contact information.
4. Sending SMS and E-mail Messages
Use the ticket interface to send SMS or e-mail messages directly to customers.
Access previous communication history within the Event Log.
Steps:
Navigate to the ticket’s Event Log.
Choose the SMS or e-mail option from the available tools.
Compose your message and click Send.
How to Update a Ticket
Navigate to Ticket Details from the Tickets item in the left menu.
Update fields such as status, priority, or assignee.
Add internal notes or attachments to document updates.
Use the tabs to view container, property, agreement, or contact information.
Send SMS or e-mails to customers as needed.
Conclusion
The Ticket Details page centralizes all relevant information, enabling seamless updates, communication, and monitoring. This ensures tickets are efficiently managed, internal collaboration is streamlined, and customers remain informed through clear communication tools.