Support Ticket System

# Support Ticket System RecSystems includes a built-in support ticket system to help you manage customer inquiries, technical issues, and feature requests efficiently. Track, prioritize, and resolve support issues all within your dashboard. ## What You'll Learn - Creating and managing support tickets - Understanding ticket statuses and priorities - Using the message threading system - Configuring the live chat widget - Tracking resolution times - Best practices for support management ## Accessing Support Tickets Navigate to: **Dashboard → Support → Tickets** ## Ticket Components ### Core Information Every ticket contains: - **Subject**: Brief description of the issue - **Status**: Current state of the ticket - **Priority**: Urgency level - **Category**: Type of issue - **Assigned To**: Staff member handling - **Messages**: Conversation thread ### Ticket Statuses 1. **Open** (New) - Just created - Awaiting initial response - Color: Red 2. **In Progress** - Being actively worked on - Staff has responded - Color: Yellow 3. **Waiting for Customer** - Need customer input - Paused until response - Color: Orange 4. **Resolved** - Issue has been fixed - Customer confirmed resolution - Color: Green 5. **Closed** - Ticket archived - No further action needed - Color: Gray ### Priority Levels 1. **Low** - General questions - Feature requests - Non-urgent issues 2. **Medium** (Default) - Standard support needs - Minor problems - Regular response time 3. **High** - Affecting operations - Multiple customers impacted - Needs quick resolution 4. **Urgent** - System down - Cannot process bookings - Immediate attention required ### Ticket Categories 1. **General** - Basic questions - How-to inquiries - General feedback 2. **Technical** - System errors - Performance issues - Integration problems 3. **Billing** - Payment questions - Refund requests - Pricing inquiries 4. **Feature Request** - New functionality ideas - Enhancement suggestions - Workflow improvements 5. **Bug Report** - Something not working - Unexpected behavior - Error messages ## Creating Support Tickets ### From Dashboard 1. Click **"New Ticket"** button 2. Fill in required fields: - Subject (clear, descriptive) - Category - Priority - Initial message 3. Attach screenshots if helpful 4. Click **"Create Ticket"** ### From Customer Email - Emails to support create tickets automatically - Subject line becomes ticket subject - Email body becomes first message - Attachments are preserved ### Via Live Chat Widget - Customer messages create tickets - Chat history included - Contact info captured - Seamless transition to ticket ## Managing Tickets ### Ticket List View The main tickets page shows: - Ticket ID and subject - Current status - Priority indicator - Assigned staff member - Last update time - Message count ### Filtering Tickets Use filters to find tickets: - By status (open, resolved, etc.) - By priority level - By category - By assigned staff - By date range - Unassigned only ### Ticket Assignment **Auto-Assignment Rules**: - First available admin - Round-robin distribution - Category-based routing - Priority-based routing **Manual Assignment**: 1. Open the ticket 2. Click **"Assign To"** dropdown 3. Select staff member 4. System notifies assignee ## Working with Tickets ### Responding to Tickets 1. Open the ticket 2. Type response in message box 3. Optional: Change status/priority 4. Click **"Send Response"** 5. Customer receives email notification ### Message Threading - All messages shown chronologically - Staff messages in blue - Customer messages in gray - System messages in italic - Timestamps on each message ### Adding Internal Notes 1. Click **"Add Internal Note"** 2. Type note (not visible to customer) 3. Useful for: - Investigation details - Resolution steps - Handoff information ### Updating Ticket Status 1. Use status dropdown 2. Add message explaining change 3. System tracks status history 4. Customer notified of changes ## Live Chat Widget ### Enabling Chat Widget 1. Go to **Dashboard → Settings → Support** 2. Toggle **"Enable Live Chat"** 3. Customize: - Widget color - Welcome message - Office hours - Auto-response text ### Chat Features - Real-time messaging - Typing indicators - File attachments - Automatic ticket creation - Chat transcript saved ### Managing Live Chats - See active chats in dashboard - Multiple chat handling - Transfer between agents - Convert to ticket anytime ## Resolution Process ### Steps to Resolve 1. Understand the issue fully 2. Investigate and reproduce 3. Provide solution 4. Confirm with customer 5. Mark as resolved 6. Follow up if needed ### Resolution Metrics Track your support performance: - Average response time - Time to resolution - Tickets per day - Customer satisfaction - Resolution rate ## Automation Features ### Auto-Responses Set up automatic replies for: - Ticket creation confirmation - After-hours messages - Common questions - Status updates ### Ticket Routing Configure rules to: - Assign by category - Prioritize by keywords - Escalate urgent issues - Notify relevant staff ### Follow-up Reminders System can remind you to: - Respond to waiting tickets - Check on resolved issues - Close old tickets - Update customers ## Best Practices ### 1. Quick First Response - Acknowledge within 1 hour - Even if just to say "looking into it" - Sets customer expectations - Shows you care ### 2. Clear Communication - Use simple language - Provide step-by-step instructions - Include screenshots when helpful - Confirm understanding ### 3. Proper Categorization - Select accurate category - Set realistic priority - Update as needed - Helps with reporting ### 4. Thorough Documentation - Document all steps taken - Include error messages - Note workarounds - Build knowledge base ### 5. Proactive Updates - Update customer regularly - Don't let tickets go stale - Explain delays - Set expectations ## Common Support Scenarios ### Booking Issues 1. Gather booking details 2. Check system logs 3. Verify payment status 4. Provide resolution 5. Follow up after fix ### Payment Problems 1. Never ask for full card details 2. Check Stripe dashboard 3. Verify transaction status 4. Process refund if needed 5. Confirm with customer ### Technical Errors 1. Get exact error message 2. Ask for browser/device info 3. Try to reproduce 4. Escalate if needed 5. Confirm fix works ### Feature Requests 1. Understand use case 2. Assess feasibility 3. Add to feature tracker 4. Set expectations 5. Update on progress ## Support Reports ### Viewing Reports **Dashboard → Reports → Support**: - Ticket volume trends - Resolution times - Category breakdown - Staff performance - Customer satisfaction ### Key Metrics - First response time - Average resolution time - Tickets per agent - Reopened tickets - Customer ratings ## Troubleshooting ### Ticket Not Updating - Check internet connection - Refresh the page - Clear browser cache - Try different browser ### Customer Not Receiving Emails - Verify email address - Check spam folder - Whitelist support email - Test with different address ### Can't Assign Ticket - Verify staff member active - Check role permissions - Ensure not at capacity - Try manual assignment ## Related Guides - [Customer Communication](../01-daily-operations/customer-communication.md) - Managing customer data - [User Roles](../04-team-management/user-roles-permissions.md) - Support permissions - [Booking Issues](../01-daily-operations/) - Common problems - [Payment Problems](../03-revenue-optimization/payment-processing.md) - Payment troubleshooting --- *Support Tip: A quick acknowledgment goes a long way. Even if you can't solve immediately, let customers know you're on it.*