Ticketing in the Insights Platform - Qualtrics Support

Ticketing in the Insights Platform

Introduction

Welcome to the Qualtrics Ticketing Beta! Here we’ll highlight the differences from Vocalize ticketing and layout of our new Ticketing Beta. We also have a video to get you started.

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Accessing Ticketing in the Insights Platform

There are two ways to access the Qualtrics Ticketing Beta. The first is to see the tickets of the whole brand. This can be accessed by clicking Tickets from the My Projects landing page.

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Contrastly, you can access tickets specific to certain projects, by clicking on the Follow Up module within a specific project.

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Ticket Metrics

In your Vocalize account, you can access the Ticket Metrics by adding a Tickets Trend Graph and Tickets Goal Widget. Our new interface simplifies those widgets for you in a header on the top of the account landing page and specific project ticketing page which tell you the current Resolution time averages, number of tickets per priority, and active tickets. Active Tickets are a tickets that have not reached the last Ticket Status.

You can access each Project’s Ticketing and Metrics.

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As well as access the Ticketing Metrics of every Project you participate in.

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Accessing Individual Tickets

The lower half of your page will be a list of individual Tickets. These are the same tickets that would currently show in your Vocalize account. Click on each ticket to expand it. Each individual ticket works like the Single Ticket Viewer, but we’ll outline the differences here. First, let’s see how the current Single Ticket Viewer appears and then contrast it to the Ticketing Beta.

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  1. Click on a ticket to expand it.
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  2. As before in the top right, you can change the Status and Owner.
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  3. You can access Ticket Data first, with the option to expand to Show Full Record.
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  4. In the Vocalize product, by clicking on Show Full Record, you can access the record, associated tickets, and send emails. Ticketing Beta moves these so that this button only shows the Full Record. Associated Tickets will be seen under Activity and Sub-Tickets as explained later. Send Email has moved to the Email button.
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  5. After viewing Ticket Data, you’ll be able to view the ticket Activity. This is the equivalent of the Vocalize History section.
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  6. Lastly, if needed you can create Sub-Tickets just like in Vocalize.
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  7. As Brand Administrator, if desired, click the trashcan to delete the ticket. This can only be done by Brand Administrators.
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  8. To close the ticket, click anywhere on the title.
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Ticket Options

From Ticket Options, you can Export a CSV of your filtered tickets, edit the ticket list table headers with Ticket Format, and as Brand Administrator set up Ticket Reminders and set Custom Ticket Statuses.

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  • Ticket Format: Each user can select up to six column headers to see on their tickets. To do so they’ll just select the Plus Arrow or select the new fields from the drop down. The preview on bottom let’s you see how the tickets will appear.
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  • Ticket Reminders. The Ticket Reminders window is two part for Brand Administrators. Firstly, you set filtering conditions of which tickets to give reminders to, which tickets to highlight on the scheduled email, and the email list display order.
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    Then you’ll schedule the email. The email has the same fields as seen in other email editors in Qualtrics, namely: To, Subject, When, Timezone, Message. If desired, you can Include ticket summary in email. Then click New Reminder if desired and then click Save.
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  • Custom Ticket Status. The Vocalize Ticket Admin section has been moved to the Custom Ticket Status section. Here the Brand Administrator can rename, reorganize, or delete the various ticket statuses. When a ticket status is deleted, the system will prompt you to move the tickets in that status to a new status as it does in Vocalize.
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