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Creating Internal Tickets
You can open support tickets on behalf of your clients with the internal ticket creation feature. This feature allows you to add customer messages you get from channels other than Desk360 to the platform. Let's say that you run a call center. You will routinely find out what issues your customers are calling your call center about during the call. Your customer service representatives can manually enter these calls into their Desk360 accounts on your customer’s behalf. Customer service agents handle internal support tickets via e-mail.
You have two options for handling manually created internal tickets: you can either directly respond to them and inform your clients via email about the support process, or you can assign them to your team for review. Go to the Tickets page from the left-hand menu first, then select the Plus icon in the upper right corner of the page to manually create a support ticket.
This button will display a pop-up. You need to fill out the pop-up's required fields for the customer. There are three steps in this popup.
In the first field, choose the action you want to take. You will manually create an Internal request on behalf of your customers if you choose the create internal ticket option. The default info you enter on this popup will be used to build a template if you select the create ticket template option. You can then use this template to create future internal tickets. The following section contains comprehensive information regarding the ticket templates.
You can select the product to open this ticket for in the second field if you have more than one brand/product connected to your Desk360 account. Although you can use a ticket template you previously created, it is not required. Here you can select a ticket reason and a ticket status. Your internal ticket will be opened and fall under this category. Moreover, based on the status you choose, the ticket's status will also be updated.
The information provided by the customer and the nature of the ticket are determined in this step. In the Customer Name field, you need to enter the name of the customer you’re creating a ticket for. Then, enter the email address the customer provided in the email field. You can specify the subject of the customer-bound email in the email subject field. You can enter any information in this section. Desk360's default text (About Your Support Request) will be delivered to the recipient if you leave this field empty. When you open this ticket, you can provide a note in the explanation area. This explanation text is retained in the ticket as a special note so that only the customer service agents can view it. It is not displayed to the customer. You can include files as attachments to the manual tickets if you need to. The supported file formats are listed on this page. You can add up to five files, each no larger than 20 MB.
The third and final step includes the assignment and label updates for the customer ticket that you’re creating. You can set a priority for your support ticket. To choose which user or team will handle this ticket, select the assignment target (User or Team). The Assigned field is updated in line with your choice from the previous menu. If you select User, you can choose from a list of authorized users from the list. If you select a team, you can choose which team of agents the ticket will be handled by from the list of authorized teams. The last step is to tag this ticket by selecting one of the ones that have already been created in the tags section.
The Callback Tab is the place where customer service agents can access and view the information of the customer for whom they're creating a support ticket. For instance, if you have information about John Doe that you have stored in your own system, you will see it in the callback definition you create and be able to open your ticket in that name. The information you have previously entered will not be lost if you switch between tabs. The cache system allows you to access the callback tab at any time, retrieve the relevant data from there, and then return to the creation stage. (See Actions for more information about callbacks.)
To avoid wasting time on the common issues, you can save customized templates for the support tickets you have created for your customers and create tickets using these templates. When a customer asks for information on the status of an order, for instance, you can save the "Order Status" template and utilize it instead of having to fill out all the fields again for tickets with the same subject. To do this, choose the create ticket template option in the first step and enter a name for your template in the template name field.
Let's take a look at the Order Status scenario's second step:
Let's complete this scenario's third step as seen in the screenshot below. In this stage, we set our ticket's priority to Medium and chose a user to handle it. If the template name is chosen as the Order Status when making another ticket, this ticket will be opened on behalf of John Doe when we tick the option to create a new support ticket using this template. The information used in all three phases will also be filled with the same information.
Lastly, select the Save button.