Ticketing System
Overview
The Ticketing System helps users track issues identified in survey responses. Whenever a problem or follow-up action is required, a ticket can be created. Tickets act as a communication channel between team members and ensure timely resolution.
Where Tickets Can Be Created :
1. Survey Response Page
A ticket can be created from the Survey Response page when a user identifies an issue while reviewing a response.
2. Comments Section
Users can also generate a ticket directly from the Comments section if a comment requires escalation or action.
Creating a Ticket
When creating a ticket, the following fields must be filled:
- Title - A short summary describing the issue.
- Priority - Indicates urgency (Low, Medium, High, Critical).
- Assign To - The person responsible for resolving the ticket.
- Description - A detailed explanation with context.
Ticket Management Page
The Ticket Management Page shows complete information about the ticket and allows users to manage it.
Ticket Details Include:
- Ticket No
- Created By
- Assigned To
- Status (Open, In Progress, Resolved, Closed)
- Priority
- Client
- Survey ID
- Survey Name
- Survey Response ID
- Created On
- Updated On
- Closed On
Member Information
Each ticket displays the member's details related to the survey response:
- Member Key
- Mobile Phone
- Date of Birth
- Account Number
Comments
Users can add comments to communicate updates, discuss issues, or provide clarifications.
- Helps track discussions
- Keeps context within the ticket
- Supports collaboration among team members
Audit History
The Audit History logs all actions performed on a ticket:
- Ticket created
- Status changes
- Priority updates
- Assignment changes
- Other modifications
This ensures transparency and traceability.
Reminder System
The Reminder feature sends notifications to:
- The creator of the ticket
- The assigned user
This ensures the ticket receives timely attention and does not remain idle.
Ticketing Dashboard
Overview The Ticketing Dashboard provides a complete view of all ticket activity for a selected survey. It helps users understand ticket workload, department performance, recent updates, and overall progress. The dashboard adjusts its presentation based on the survey type so users always see the most relevant information.
What the Dashboard Shows
The dashboard is organized into the following sections:
- Ticket Statistics
- Department Summary (if applicable)
- Dashboard Scenarios (how information is presented)
- Ticket List
- Recent Activity
- Date Range
- Export Options
Each section updates based on the selected survey, department, and date range.
Ticket Statistics
At the top, the dashboard displays four key ticket counts for the selected date range:
- Open Tickets
- In Progress Tickets
- Resolved Tickets
- Closed Tickets
These numbers give users a quick overview of the current ticket situation.
Department Summary (Transactional Surveys Only)
For surveys that involve multiple departments, the dashboard includes a Department Summary table that shows:
- Department Name
- Open ticket count
- In Progress ticket count
- Resolved ticket count
- Closed ticket count
Users can select a department to focus on the tickets for that specific area.
Dashboard Scenarios (How the Dashboard Presents Information):
The layout of the dashboard changes based on the type of survey and how the user enters the page. This ensures users always see the information most relevant to their context.
1. Transactional Survey (With Departments)
For surveys structured around departments:
- The dashboard presents a department-level overview.
- Each department has separate ticket counts.
- Users can pick a department to see tickets related to that area.
- Ticket statistics and recent activity reflect the chosen department.
This allows users to compare ticket activity across departments or drill down into a specific group.
2. Relationship Survey (No Departments)
For surveys that do not use departments:
- The dashboard provides a direct view of all tickets for the survey.
- Ticket statistics and recent activity represent the entire survey.
- No department breakdown is needed.
This gives a clean, simplified view where all tickets belong to one group.
3. Viewing a Specific Department
If the user opens the dashboard through a department-specific link:
- The dashboard focuses entirely on that department.
- Ticket statistics and recent activity apply only to that department.
- The user immediately sees the tickets relevant to that team.
This is ideal for managers or staff reviewing only their own department's performance.
Ticket List
The Ticket List provides a detailed view of individual tickets based on the chosen scenario (all tickets or department-specific tickets). It displays:
- Ticket Number
- Title (opens the ticket in a new tab)
- Department
- Status
- Priority
- Assigned To
- Created By
- Created On
The list supports sorting, filtering, and paging to make it easy to locate specific tickets.
Recent Activity
The Recent Activity panel shows the most recent updates made to tickets during the selected date range. Examples include:
- Status updates
- Comments added
- Ticket assignments
- Ticket creation or changes
Each entry shows:
- What happened
- Who performed the action
- Which ticket was involved
- Date and time
This helps users stay informed without opening each ticket individually.
Date Range
A date range appears at the top of the dashboard. Users can:
- View the currently applied date range
- Edit the range at any time
- See all statistics, tables, and activities update instantly based on the selected dates
This provides flexibility for reporting and analysis.
Export Options
Download as PDF Creates a PDF version of the dashboard, including:
- Ticket statistics
- Department or ticket table
- Recent activity
The layout is optimized for sharing and reporting.
Download as Excel Exports ticket data in spreadsheet form. This includes:
- All ticket details
- Member details
- Related department or survey information
This is ideal for deeper analysis, data reviews, or preparing reports.