Introduction to Tickets

What are Support Tickets in AchieveApex?

Support tickets in AchieveApex are a centralized way to track, manage, and resolve customer inquiries and issues. Each ticket represents a conversation with a customer that needs attention from your support team. Tickets can come from various channels like email, and are organized in a unified inbox for efficient handling.

With AchieveApex's ticket system, you can ensure that no customer query goes unanswered, track the status of each support issue, and measure your team's performance in resolving customer concerns.

Key Benefits of Using Tickets

• Centralized Communication: Manage all customer inquiries in one place, regardless of the source
• Improved Response Times: Track and prioritize tickets to ensure timely responses
• Efficient Collaboration: Assign tickets to team members and track ownership
• Customer Context: View customer history and previous interactions for better service
• Performance Tracking: Measure resolution times and support quality metrics
• Organized Workflow: Use ticket statuses to track where each issue stands in the resolution process

Ticket Features

AchieveApex offers a robust set of features for managing customer support tickets efficiently. Here's an overview of the core ticket functionality:

Ticket Properties

Each ticket in AchieveApex includes the following core properties:

• Subject: A brief description of the customer's inquiry or issue
• Status: The current state of the ticket (Open, Pending, Closed, Waiting for Customer)
• Priority: The urgency level (Low, Medium, High, Urgent)
• Reference Number: A unique identifier for tracking the ticket
• Channel: The communication source (Gmail, Outlook, etc.)
• Contact: The customer associated with the ticket
• Assignee: The team member responsible for resolving the ticket
• Tags: Labels for categorizing and filtering tickets
• Messages: The conversation thread between the customer and your team
• Created Date: When the ticket was first created
• Last Updated: When the ticket was last modified

Ticket Statuses

AchieveApex uses ticket statuses to track where each customer inquiry stands in your support process:

• Open: New tickets that need attention
• Pending: Tickets that are being worked on by your team
• Waiting for Customer: Tickets that require a response from the customer
• Closed: Tickets that have been resolved

Priority Levels

To help your team focus on the most critical issues first, AchieveApex supports multiple priority levels:

• Low: Issues that can be addressed when time permits
• Medium: Standard priority for typical inquiries
• High: Important issues that should be addressed promptly
• Urgent: Critical issues that require immediate attention

Ticket Assignment

Tickets can be assigned to specific team members based on:

• Expertise or specialization
• Workload distribution
• Customer relationships
• Automatic routing rules

You can also assign tickets to AI assistants for automated responses to common queries.

Messaging and Response Handling

AchieveApex provides robust messaging features for ticket communication:

• Send and receive emails directly within the ticket
• Include attachments in responses
• Use templates for common responses
• Add internal notes visible only to team members
• View the full message history in a chronological timeline

Tagging System

Tags help organize tickets and create a system for categorization:

• Create custom tags for different issue types
• Apply multiple tags to a single ticket
• Filter and search tickets by tags
• Generate reports based on tag categories

Channel Integration

AchieveApex can connect to your email account to create tickets from incoming emails. Currently, you can connect one email account from a single provider:

• Gmail integration for email-based support
• Outlook integration for Microsoft-based organizations

Note: Only one email channel can be connected at a time.

AI-Assisted Support

AchieveApex offers AI capabilities to enhance your customer support:

• AI-generated response suggestions
• Automatic ticket categorization
• Smart routing based on ticket content
• Priority recommendations based on message content

Getting Started with Tickets

To get the most out of tickets in AchieveApex, we recommend following these steps:

1. Set up your email inbox connections to start receiving tickets
2. Learn about ticket management practices
3. Create tags for different types of support issues
4. Configure your team members and assignment workflows
5. Set up AI assistants for automated support (if needed)
6. Define your response templates for common inquiries