Skip to main content
Skip to article
  • Qualtrics Platform
    Qualtrics Platform
  • Customer Journey Optimizer
    Customer Journey Optimizer
  • XM Discover
    XM Discover
  • Qualtrics Social Connect
    Qualtrics Social Connect

New Ticket Owner Experience

Was this helpful?


This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

The feedback you submit here is used only to help improve this page.

That’s great! Thank you for your feedback!

Thank you for your feedback!

About the New Ticket Owner Experience

Ticketing has been redesigned to make it easier for users to consume data in a meaningful way. Some of the highlights of this experience include a new ticket details page, more robust metrics, and improved filtering and searching. This page runs through the changes you can expect to see in the new experience in greater detail.

Qtip: To return to the old experience, click Switch back on the banner in your dashboard. You will be unable to switch back in the future.

To visit the follow-up page, select Tickets from the navigation menu.

Ticketing tab from the main menu

Ticket Metrics

On the top of the follow-up page, you will see a header with a series of metrics.

Ticket metrics in the follow up page.

  • Tickets not Closed: Tickets that have been marked as a status other than “Closed”.
  • Tickets Open more than 24 hours: Tickets that have been marked as a status other than “Closed” for more than 24 hours.
  • Tickets Open less than 24 hours: Tickets that have been marked as a status other than “Closed” for less than 24 hours.
  • Average resolution time: The average time it takes to resolve a ticket.
    Qtip: Average resolution time only takes into account tickets closed within the past two weeks, not all closed tickets.
Attention: All of the above metrics include tickets assigned to those selected in the filter. If you have filtered for your team, the entire team’s metrics will be displayed.
Qtip: Click one of the metric cards in order to filter for tickets in that metric. For more information, see Filtering the follow-up page.

HOMEPAGE METRICS

To add ticket metrics to the homepage, see the Homepage Basic Overview page.

Ticket metrics in the homepage.

Filtering the Follow-Up Page

On the follow-up page, there are several ways to filter tickets. These filters indicate which metrics and tickets are displayed in your dashboard.

Qtip: If you leave the follow-up page, the filters applied to that page will save and be automatically enabled when you return. If you can’t find the ticket that you’re looking for, check the filters to make sure you’re searching in the right place. Filters can be reverted back to the default if local browser storage is altered.

PROJECT

This field displays the projects that have tickets assigned to you or your team/group. To filter the follow-up page by project, select another project from the drop-down.

Switching projects from the follow up page

TEAMS AND GROUPS

You will see any ticket groups or ticket teams that have been created by your administrator, as well as the default values All Teams and All Groups. These fields only appear if ticket groups and/or ticket teams have been set up for your organization.

Filter tickets by teams and groups

METRICS

The metrics banner displays summary metrics for the owner selected in the Teams and Groups filter. Click on one of the cards in this area to filter the dashboard by one of these metrics.

Clicking on metrics filters the ticketing list by that metric

STATUS AND PRIORITY

Filtering tickets list by status and priority

  • Status: These will vary based on the statuses that have been set up for your organization. The default statuses are Active, Open, In Progress, and Closed, but additional statuses can be added in the Custom Ticket Status editor.
  • Priority: This field shows the priority options Low, Medium, and High. If none are selected this field will default to All.

Following Up on Tickets

Tickets assigned to you and any team you belong to will be listed in the follow-up page. To filter which tickets are shown on this page, see Filtering the follow-up Page. Click on a ticket to see the ticket details, assign the ticket, change the status, and more.

Tickets in a ticket list. If you click on a ticket it will expand to show deatils

TICKET STATUS

Use the status drop-down to change the status of the ticket. Closed indicates that a ticket is no longer active.

Change the status of the ticket from the drop down

Qtip: If you’re a Brand Administrator and you want to change what statuses are available, check out the Custom Ticket Status feature. Note that the last status will always be the equivalent of Closed, and thus make a ticket inactive when switched to this status.

ASSIGNING TICKETS TO OWNERS AND TEAMS

When a ticket is assigned to someone, they see that ticket in their account’s follow-up page. This person or team will also receive an email letting them know the ticket has been assigned to them. This is a good way to let your teammates know they are responsible for a task.

You can change who the ticket is assigned to by clicking the Owner or team drop-down, typing the full name of a user or team, and pressing  Enter on your keyboard. You can choose anyone in your organization’s Qualtrics license.

Change the owner of the ticket from the drop down

Qtip: If your ticket has been assigned to a group, you won’t be limited to members of the selected group when you search for new ticket owners. However, you can make it so that only group members are shown, preventing users from accidentally assigning a ticket to someone from outside the group. Reach out to Qualtrics Support if you are interested in having this feature enabled. Only users with ticketing qualify. (Brand Administrators and Tickets Admins will always be able to reassign tickets to anyone they want, regardless of the ticket group.)

PRIORITY

The priority of a ticket is how urgently you want you or your team to address the task described in the ticket. Change the priority by clicking Priority and selecting a new one.

Change the priority of a ticket from the drop down
Priority for each ticket will be shown in the table on the follow-up page.

The column showing the priority of each ticket from the follow up page

ROOT CAUSE

The Main reason drop-down contains the root cause field, which can be used to trace the source of a ticket’s issue. Root cause is configured when the ticket task is created, so this field is not included in every ticket.

Change the root cause in the ticket from the drop down

Qtip: While you can add an unlimited number of root causes to a ticket task, only the first 100 root causes will be visible for users to select from.

SUMMARIES

The user who set up the ticket task may choose to add important content to the summary of the ticket. Ticket summaries can help you understand why the ticket has been made and how you’re expected to follow up with it. If you do not see this section, it means no summaries were set up.

The summary of the ticket highlighted in the ticket details

DETAILS

The user who set up the ticket task may choose to add the score and ticket data fields to your ticket, which will show in the Ticket details section. If you do not see this section, it means no ticket details were included.

Highlights the ticket details from the ticket details in the follow up page

CUSTOMER PROFILE

Qtip: This feature is only available if you have access to XM Directory.

If you have access to the XM Directory and a ticket is generated for a specific contact from your directory, you can view that contact’s information within the ticket itself.

Highlights the customer profile from the ticket details

To view all XM Directory profile data including attributes and touchpoints for the contact, click View customer activity. The touchpoint timeline relevant to the selected ticket will be listed first, and any other touchpoint timelines for the contact will appear underneath. You can click on any touchpoint to see more details about that specific interaction.

Click view customer activity to see the XM Directory profile

COMMENTS

Comments can be added and viewed in the comments section to provide additional clarification and information on the ticket. To edit or delete comments, click the three dots on the right.

Highlights the comment section of the ticket details

VIEWING THE SURVEY RESPONSE

The user who set up the ticket task may choose to allow users to view the survey response within the ticket. If you do not see this section, it means that this feature was disabled in the ticket task.

Highlights the customer survey response in the ticket details

SUB-TICKETS

Sub-tickets are tickets that link back to another, “parent” ticket. This is a great feature to use if you’ve discovered that one of your ticket issues actually involves several different tasks, which might require different teams or colleagues to resolve.
You can create a sub-ticket by clicking the Sub-tickets dropdown and clicking Create Sub-Ticket.

Highlights the create a sub ticket button in the sub tickets area of ticket details
From this window, you can designate a name for the ticket, set the priority, indicate the status, assign an owner, assign a team, and provide additional comments.
If you own the parent ticket, you will be able to see all the sub-tickets created for the parent.

Highlights sub tickets in the ticket details
Click the ID link to the left of the sub-ticket to open it up. From this window, you can add comments, change the priority, change the assignment, and send follow-up emails. Brand Administrators can also delete the ticket by clicking the trashcan icon to the right of the ticket name.

To search for a certain ticket, type key terms into the search bar. The search bar picks up on all ticket content, meaning you can type anything from the owner’s name to the ticket ID.

When a search is made, all of the filters will be set to “All” and the search will include all possible tickets. Once the search is cancelled, the filters will revert back to what was previously configured.
Highlights the search bar from the follow up page

Queues

What’s available in the Queues page will depend on what your administrator set up, but you may see team names, issue types, or however else your organization has chosen to divide ticket queues.

Highlights the queues tab and the drop down that lets you select a queue

Allow Users to Add Attachments

Attention: This feature is only available in the New Ticket Owner Experience. Not all users have access to this feature. If you’re interested, reach out to your XM Success Rep to see if you qualify.

Select Allow users to add attachments from the ticket settings to be able to upload up to 10 files into your tickets. Files from inbound and outbound emails are also saved to your file attachments. For more information, see Ticket Settings .

File attach setting