The communication between a consumer and a service agent is referred to as a "support ticket" from InfixLMS. It's a fundamental component of any customer experience-related software development, enabling your company to build, update, and, ideally, fix any problems your end customers could have.
1. Also, Know the Infix Module Installation process.
Link: Infix Module Installation process
2. If you want to submit a New Ticket for the Helpdesk then click on the link below.
Link: https://ticket.aorasoft.com/support-ticket/ticket
How to work Support Ticket Modules in InfixLMS:
InfixLMS should be pre-installed on your server.
Purchase the Support Ticket Modules for InfixLMS.
Download and install this Support Ticket Module to your InfixLMS portal.
Upload Support Ticket Module From System Setting> Module Manager.
Setup Support Ticket App and configure it.
Advantages of the Use of Support Ticket Module:
Mechanism to document the interaction between a customer and a support representative.
A support ticket is an online request for assistance with a problem that has been submitted to customer service.
A single support issue is a problem that cannot be broken down into subordinate issues.
Support work is usually defined as helping people who want to support technical problems.
Support teams provide technical assistance with products or answer customers.
Administration support, Customer service and web development facilities are included in the InfixLMS Support ticket.
Support Ticket List:
Customer service agents interact directly with consumers to offer support, address grievances, respond to inquiries, and complete purchases. A position as a customer service representative can be a good fit for you if you like helping others.
Short Direction: {InfixLMS> Support Ticket List> Support Ticket> Category> Priority> Status> Search> Ticket List> SL> User> Ticket> Agent Asign> Select> Add New> Open a Ticket> Subject> Category List> Priority> User List> Status> Assign To> Attach File> Click Plus Button to attach more file> Description> Create Ticket.}
If you want to know how to submit a support ticket or want to understand the work of ticket setup then follow the number of picture instructions in the InfixLMS dashboard.
1- Support Ticket List
2- Support Ticket
3- Category
4- Priority
5- Status
6- Search
7- Ticket List
8- SL means serial number.
9- User
10- Ticket
11- Agent Asign
12- Select
13- Add a New
14- Open a Ticket
15- Subject
16- Category List
17- Priority
18- User List
19- Status
20- Assign To
21- Attach File
22- Click the Plus Button to attach more files.
23- Description
24- Create a Ticket.
Create New Ticket:
If you want to submit a support ticket for technical issues then click on the add to new support ticket. Teams of customer service representatives respond to inquiries from consumers regarding their purchases or experiences or offer technical help for items. Customer support staff strive to provide customers with answers, solutions, and great experiences in general.
Add New Category:
Ticket categories are support topics that are presented to users so they can more easily choose the area with which they need help. The most common and generally best way to organize your support tickets is by issue type.
Short Direction: {InfixLMS> Category> Add New> Name> Status> Save> Category List> SL> Name> Status> Select.}
If you want to add a new category for the support ticket section then go to the InfixLMS dashboard to find the support ticket option.
1- Category
2- Add a New
3- Name
4- Status
5- Save
6- Category List
7- SL means serial number.
8- Name
9- Status
10- Select for edit or delete.
Priority:
Ticket priority levels are what your customer service reps need to define to understand how quickly a ticket has to be resolved. It also involves deciding whether they must perform additional actions to escalate and deliver a proper response.
Short Direction: {InfixLMS> Priority> Add New> Name> Status> Save> Priority List> SL> Name> Status> Select.}
If you want to set the priority of the ticket based on high, medium or low then go to the InfixLMS dashboard to click on the Priority option.
1- Priority
2- Add a New
3- Name
4- Status
5- Save
6- Priority List
7- SL means serial number.
8- Name
9- Status
10- Select for edit or delete.
Status:
In most help desks, a ticket can be in one of four statuses: Open, Pending, Resolved or Closed. When a ticket requires any action from you or your agents, it is marked as “open”.
Short Direction: {InfixLMS> Status> Add New> Name> Status> Save> Status List> SL> Name> Status> Select.}
If you want to set the status of the ticket priority as pending, complain or ongoing then go to the InfixLMS dashboard to click on the Status option.
1- Status
2- Add a New
3- Name
4- Status
5- Save
6- Status List
7- SL means serial number.
8- Name
9- Status
10- Select for edit or delete.
My Ticket:
Resolving the ticket based on the urgency of the issue is one of the best methods of Prioritization. If you want to find the specific support ticket then the user can be used to search the ticket. Also, the admin can see the total information about the ticket history.
Short Direction: {InfixLMS> My Ticket> Category> Priority> Status> Search> Ticket List> SL> User> Ticket> Ticket Info> Action> Message> Attach File> Plus> Status> Reply Ticket.}
If you want to check the Ticket information or want to find the Ticket list then click on the My Ticket option.
1- My Ticket
2- Category
3- Priority
4- Status
5- Search
6- Ticket List
7- SL means serial number.
8- User
9- Ticket
10- Ticket Info
11- Action
12- Message
13- Attach File
14- Plus
15- Status
16- Reply Ticket.
Ticket Info:
If you want to check the total ticket information then click on the ticket status bar on the ticket list.
