New Ticket Owner Experience
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.
Navigating to the Follow-Up Page
To visit the follow-up page, select Tickets from the navigation menu.
Ticket Metrics
On the top of the follow-up page, you will see a header with a series of metrics.
- 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.
HOMEPAGE METRICS
To add ticket metrics to the homepage, see the Homepage Basic Overview page.
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.
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.
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.
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.
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.
TICKET STATUS
Use the status drop-down to change the status of the ticket. Closed indicates that a ticket is no longer active.
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.
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.
Priority for each ticket will be shown in the table on 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.
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.
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.
CUSTOMER PROFILE
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.
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.
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.
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.
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.
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.
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.
Searching for Tickets
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.
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.
Allow Users to Add Attachments
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 .