Knowledge

1. Create Ticket

- Step 1: Select Customer Service menu -> Select Add Ticket function

- Step 2: The system  will display  the Add Ticket -> Enter the necessary data -> Then click Save to save the operation or select Close to close the screen and cancel the operation just performed

*Explanation:

  o   The Code field will display the code of the corresponding  Ticket. The data at this field is taken from the settings at the Prefix Settings screen

  o    Invoice field used to select invoices related to selected customers 

  o   The Product / Service Name field is used to select the product or service that  the customer has purchased. The data will show the products and services included in the  selected customer's invoice

  o      The Ticket Type field has 3 options : Alert, Order and Problem to distinguish which customer's ticket  is of any type.

  o    The Issue Summary field is used to enter the subject of the customer's problem to be dealt with

  o   The Category name field is used to select the relevant category (because the Category has a Workflow, the Ticket will also use the Workflow corresponding to the Category). This field data is taken from the Categories screen

  o   The client does not need to select the Department field because from the Category name will get the Department to process the ticket

  o   The client does not need to  select the  Assigned To field because the system will automatically assign tickets to the employee with the fewest tickets assigned in the selected department.

  o   Intermal Note field used to enter  ticket content information

    2. Satisfaction rating

    Once the ticket  has been resolved, the staff changes the ticket status to Close, the customer can conduct a satisfaction  assessment for the problem solver subject. From there, the system will conduct  KPI statistics of employees based on the settings of working requirements for the company (Currently only available can evaluate and display, will process employee KPI statistics later)

    - Select the  Rating  function available on the screen

     - Step 2: The system will display a screen with levels to choose from -> Select an  icon to evaluate  and select Save. Successfully saved data will be displayed at the  Ticket History tab screen

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