Navigation bar
Last updated
Last updated
As previously said, the navigation bar is composed of seven actions:
In this chapter, we’ll see how to interact with all of them.
This button redirects users to the main page of the platform. Here, it’s possible to access the main actions available in the tool.
For any further information about this, read the chapter about the Platform Interface.
By clicking on it, agents can access the following interface:
This layout has five points of attention:
Two tabs, to switch from all the tickets to the proper ones. For simple users, this area only collects “My tickets” tab.
If you want to read more about the lifecycle of a ticket, click here.
Area
Topic
Agent
Status (Open, In Progress, Pending, Solved)
Priority (Low, Medium, High)
Date from
Date to
Once you select the filters, you can decide to apply or clear them, thanks to the dedicated buttons on the bottom right of the sidebar.
The list of all the tickets recorded in the environment. Here the columns are Subject (the title of the ticket), Requested by (the author of the ticket), Staus (Open, In Progress, Pending, Solved), Topic, Agent, Priority (low, medium, high), Created at (the date and time of the ticket submit) and Solved at (the date and time of the ticket resolution).
In addition to this, two icons are visible:
If you want to read more about the ticket lifecycle, click here.
Edit, which opens the ticket update area
Changelogs, which opens a right sidebar, showing you the several changes and the actions done in the ticket itself
Delete, to delete the ticket. Please note that, once you delete a support request, this cannot be restored anyhow.
One of the features offered by our support system is the "Quick replies" area. This is an area where you can create and access a set of quick responses that can be used to handle tickets that are opened on the most common or frequent topics. This way, you save time and ensure effective and consistent communication with your users. The "Quick replies" can be customized according to your needs and your content.
By clicking on it, agents can access the following interface:
This layout has three points of attention:
Write a Title, which allows you to have a direct reference to the content of the quick answer itself (we advise you, therefore, to make it as descriptive as possible).
Select a Topic, between the ones you created during the configuration.
Type a Description, here you can type the answer that will be used to quickly reply to the dedicated request.
The list of all the replies created. Here the columns are Title (the title of the quick reply), the Topic the quick reply is linked to, Created at (the date and time of the quick answer creation).
In addition to this, two icons are visible:
Edit, which opens the quick answer update area
Delete, to delete the quick reply. Please note that, once you confirm to delete it, it cannot be restored anyhow.
If you want to read how to use quick replies when an agent manages a ticket, click here.
The report area is a crucial tool to monitor and analyze the performance of the ticketing system. Here, Administrators and Managers can access a range of statistics and charts that show the number, topic, status and duration of open and closed tickets.
This information allows us to evaluate the effectiveness and efficiency of the support service, identify any issues or areas of improvement, and plan strategies to optimize the ticketing process.
Once Admins and Managers click on it, they’ll see this area:
Here you’ll see the whole statistics of the tool, with no filters applied.
However, starting from the top left of the interface, you’ll be able to filter by:
Date from
Date to
Topic
Agent
Once you select all these filters, you can either clear the filters or apply them, thanks to the dedicated buttons on the top right of the screen.
Once you click on Apply, you’ll see the updated statistics, based on the filters.
Below the filters, it’s possible to see the statistics based on the ticket status (Received, Open, Pending, In Progress, Solved). They’re visible in two different ways:
Buttons: if you click on any out of these five buttons, you’ll land on the ticket management area, with this filter applied.
If you want to read more about the Manage Tickets area, click here.
Pie Chart: showing you the tickets split by ticket status. You can have the numbers of each ticket status by mouse hovering it.
The fifth button of the navigation bar is the Latest Notifications.
If there are notifications available, you’ll see a red dot on the corner of the icon.
If you click on it, a pop up will appear, showing the title of the Latest Notifications and the date.
If you want to learn how to create new notifications, click here.
The sixth button of the navigation bar logs you out from the platform. This button works via the web only.
A dedicated chapter to the settings is available in this guide, click here to read it.
A button that allows you to open a new ticket
A filter icon , which allows to set parameters, to speed up the research of a ticket. If you click it, a sidebar on the right-hand side appears. Here you can filter by:
The search bar that allows you to directly type what you’re searching for. The search bar reads the title of the ticket, the text of the ticket and the name of the agent.
On the left side of the list, Preview the ticket . If you click on it once, you’ll see a pop up with the title and the description of the support request. If you double click it, the ticket update area will open.
On the right side of the list, there is a hamburger menu . If you click on it, you’ll see three actions:
Add quick reply . It allows you to create more and more quick replies, based on the experience you’ll gain thanks to the portal usage. Here you’ll see a sidebar where you’ll be asked to
The search bar that allows you to directly type what you’re searching for. The search bar reads the title and the description of the quick reply.
On the left side of the list, Preview the quick reply. If you click on it once, you’ll see a pop up with the title and the description of the quick reply. If you double click it, the quick reply update area will open.
On the right side of the list, there is a hamburger menu . If you click on it, you’ll see three actions:
If you click the icon on the left-hand side of the title , a bigger pop up will appear in the center of the platform, here you can read the full text of the update.
