Mteja’s Ticketing tool is purpose-built to simplify and optimise customer service operations. It enables businesses to manage support and leads efficiently by providing advanced features such as automated ticket assignment, custom prioritisation, status tracking, SLA management, and robust reporting.
What is a ticket template?
A ticket template is a predefined structure used to standardise the creation and management of customer support tickets. It ensures consistency in how issues are logged, categorised, and resolved.
Key Features of a Ticket Template:
Multiple Unresolved Tickets per Customer
This setting determines whether multiple unresolved tickets of the same type can exist for a single customer.
If enabled, a customer can have multiple open tickets in this category at the same time.
If disabled, only one unresolved ticket of this type is allowed per customer.
Statuses
Defines the different stages a ticket will go through from creation to resolution.
Common statuses include: Open, In Progress, Escalated, Resolved, Closed.
Priority Levels
Categorises tickets based on urgency and impact.
Examples: Low, Medium, High, Critical.
Tags
Labels used to categorise and filter tickets for easier management.
Example: Billing Issue, Technical Support, Feature Request.
SLA (Service Level Agreement) Settings
Response Time: The expected timeframe within which a support agent should acknowledge the ticket.
Resolution Time: The expected timeframe within which the issue should be fully resolved.
How do I create a ticket template on the platform?
Upon logging into the dashboard, select your APP,
Click on the Ticketing button from the menu
When you navigate to the Ticketing page, you will first land on the Insights page. This page provides an overview of key metrics related to your use of the Ticketing function, like the tickets breakdown, tags, tickets created daily, tickets per status, daily response time and more.
Select the Templates option from the Ticketing Menu, to begin using the ticketing tool. Next, click the CREATE TEMPLATE button located on the right side of the page.
Input a name and a description, then click on the CONFIGURE button.
Next, configure the template settings.
Allowing multiple unresolved tickets for the same customer can be particularly beneficial in scenarios where customers may have multiple ongoing issues or transactions that need to be addressed separately. For instance, in an e-commerce business, a customer purchasing multiple products can have each purchase tracked under one Sales ticket template. This approach provides a consolidated view of all related transactions while ensuring that each issue or request is handled individually.
Next, configure the Statuses, which represent the stages a ticket progresses through from start to completion. The first status must always be set as Open, and the process must conclude with the status Closed.
Next, input the levels of priority to assign tickets created, in order of increasing priority.
Next, you have the option to add Tags, which are labels used to group similar requests. If multiple tickets are created using the same template, they can all be tagged with relevant labels. These tags are especially useful for organising and analysing data in the insights.
Next, click on the SLA SETTINGS button at the bottom-right of the page.
On this page, you can set the expected response time for tickets by the assigned agent, as well as the time frame within which the agent should fully resolve and close the ticket. You have the option to set the times in hours, minutes and/or seconds.
Click the Create button to generate your ticket template. You’ll then be redirected to the templates list, where you can edit any template details if necessary.
Contact us at support@mteja.io with any questions you may have regarding the Ticket templates.