A ticket queue is a “category” that helps you keep your tickets and team organized. Queues are typically based on departments, assets, teams or customers. You have complete control on how to organize and manage ticket Queues. Compounded with workflow rules, each new ticket can be routed to specific Queue.
Each queue can have responsible agents and a queue manager, so initial dispatching, assignment and resolving can be carried out by separate teams handling different queues.
The Ticket list view gives you a compact view of all tickets across the selected queue or the entire ticket database. You can organize the list with default filters or your own queries.
You can also specify a keyword in a “Search” box together with other filter options to perform full-text search throughout the ticket list.
The HelpDeskSAAS ticket management functionality is based around a built-in set of ticket actions.
Experience shows that these functions are so often used that they were included as part of the core framework to spare the user from having to reinvent the same functionality over and over again.
Each of these actions leads you to a separate action submission form where you simply fill-in the data and confirm the action.
In order to monitor their requests, customers receive email notifications, each of which leads them to a separate and protected web page. This protected web page contains all information needed for a customer to communicate with your team without having to log into the system.