Ticket Flow
Tickets that the users make, through createIT support website, comments/posts on themeforest or CodeCanyon website, or Emails, are collated for easy response and monitoring. In managing these, tickets are filtered, sorted and tagged.
Status
The filter Status of a ticket determines the condition of a ticket, if it’s Open, Awaiting Reply, In-Progress, or Closed
- Open - A ticket’s status is Open when it has not been opened by any support.
- Awaiting Reply - A ticket’s status is Awaiting Reply when a support has replied to a ticket and the user has not yet replied.
- In-Progress - A ticket’s status is In-Progress when the user replied to an answer from his previous query.
- Closed - A ticket’s status is Closed when the ticket has been resolved or if the ticket has been inactive and the system closed it automatically.
Department
This is use to filter the tickets by department.
- Comments - These are Comments that users post on the website. Comments are prioritized first since it’s real time.
- Updates - Updates are internally used for the company. This are updates from 3rd party applications that are integrated.
- Internal - The Support account that replies/posts on the website is made-up by a team of people. This is where all replies/posts are saved to keep track on who relied/posted in a comment.
- Account - Where emails about administrative and financial matters are kept. This ticket’s functions are for information and doesn’t need anything to be done to it.
- Messages - This is where Emailed queries are saved.
| Note : In replying to an Email, the Ticket Number must be written as the subject of the Email. |
- WordPress
- HTML/Javascripts
Priorities
The filter Priorities of a ticket determine which tickets must be prioritised by how long it must be resolved. Tickets have 3 types of Priorities, the Low, Medium, and High.
