# Ticket Management

The Ticket Management module handles user-submitted issues and requests, providing efficient customer support services.

## Overview

### Ticket List

View and manage all tickets:

- **Ticket ID**: Unique identifier
- **Title**: Issue summary
- **Type**: Technical/Account/Complaint/Suggestion
- **Priority**: Urgent/High/Medium/Low
- **Status**: Pending/In Progress/Resolved/Closed
- **Submitter**: Ticket creator
- **Assignee**: Handler
- **Created**: Submission time
- **Updated**: Last update time
- **Response Time**: First response duration
- **Resolution Time**: Problem resolution duration

### Ticket Details

View complete ticket information:

- **Basic Info**: Title, type, priority
- **Content**: Detailed description
- **Attachments**: Screenshots, files
- **Communication**: Complete conversation history
- **Processing Log**: Ticket workflow records
- **User Info**: Submitter details
- **Related Orders**: Associated order info

## Ticket Types

### Technical Support

Technical issues:

**Common Issues**:
- Connection problems
- Configuration issues
- Performance issues
- Compatibility issues
- Usage tutorials

**Handling Points**:
- Quick diagnosis
- Provide solutions
- Remote assistance if needed
- Follow up until resolved

### Account Issues

Account-related problems:

**Common Issues**:
- Login problems
- Password reset
- Account security
- Info modification
- Account deletion

**Handling Points**:
- Verify identity
- Protect account security
- Process promptly
- Log operations

### Order Issues

Order-related problems:

**Common Issues**:
- Order inquiry
- Payment issues
- Refund requests
- Invoice issuance
- Order modification

**Handling Points**:
- Verify order info
- Follow procedures
- Update progress
- Ensure satisfaction

### Product Inquiry

Product-related questions:

**Common Issues**:
- Product features
- Package selection
- Usage recommendations
- Upgrade options
- Pricing policies

**Handling Points**:
- Professional answers
- Recommend suitable options
- Provide detailed materials
- Promote conversions

### Complaints & Suggestions

User feedback:

**Common Content**:
- Service complaints
- Product suggestions
- Feature requests
- Experience feedback

**Handling Points**:
- Listen carefully
- Respond promptly
- Handle appropriately
- Track improvements

## Ticket Workflow

### Ticket Creation

User submits ticket:

1. **Select Type**: Choose ticket type
2. **Enter Title**: Brief description
3. **Detailed Description**: Explain situation
4. **Upload Attachments**: Add screenshots
5. **Submit**: Submit for processing

### Ticket Assignment

Auto or manual assignment:

**Auto Assignment**:
- By ticket type
- By workload
- By expertise

**Manual Assignment**:
- Admin assigns
- Agent claims
- By priority

### Ticket Processing

Agent handles ticket:

1. **Receive**: View details
2. **Analyze**: Understand issue
3. **Communicate**: Discuss with user
4. **Provide Solution**: Offer resolution
5. **Execute**: Perform actions
6. **Confirm Resolution**: Verify solved
7. **Close**: Close resolved ticket

### Ticket Escalation

Escalate when needed:

- **Level 1**: Submit to senior support
- **Level 2**: Submit to tech team
- **Urgent**: Submit to management
- **Cross-department**: Multi-team collaboration

### Ticket Closure

Close after completion:

- **Resolved**: Successfully solved
- **User Confirmed**: User satisfied
- **Auto-close**: Timeout auto-close
- **No Action Needed**: Invalid ticket close

## Status Management

### Pending

Newly submitted:

- Awaiting assignment
- Needs quick response
- Sorted by priority
- SLA timer starts

### In Progress

Being handled:

- Agent assigned
- Actively resolving
- May take time
- Regular updates

### Awaiting User

Waiting for feedback:

- Need user information
- Awaiting confirmation
- Pause SLA timer
- Auto-reminder on timeout

### Resolved

Problem solved:

- Solution provided
- Issue resolved
- Awaiting user confirmation
- May reopen

### Closed

Ticket closed:

- Process complete
- Archived
- Viewable history
- No further modification

## Priority Management

### Urgent

Highest priority:

**Scenarios**:
- Service down
- Security vulnerability
- Data loss
- Critical bug

**Requirements**:
- Immediate response
- Priority handling
- Quick resolution
- Full tracking

### High

High priority:

**Scenarios**:
- Core function failure
- Affects multiple users
- VIP customer issues

**Requirements**:
- 2-hour response
- Same-day resolution
- Timely feedback

### Medium

Normal priority:

**Scenarios**:
- General function issues
- Usage inquiries
- Regular requests

**Requirements**:
- 24-hour response
- 3-day resolution
- Follow standard process

### Low

Low priority:

**Scenarios**:
- Feature suggestions
- Experience optimization
- Documentation issues

**Requirements**:
- 3-day response
- Reasonable scheduling
- Planned resolution

## Communication

### Reply

Communicate with user:

- **Public Reply**: User-visible response
- **Internal Note**: Internal communication
- **Attachments**: Upload files, screenshots
- **Templates**: Use quick reply templates

### Quick Replies

Preset templates:

- FAQ answers
- Standard responses
- Operation guides
- One-click send

### Communication Tips

Effective communication:

- Friendly and professional tone
- Clear and specific replies
- Provide concrete solutions
- Timely follow-up
- Confirm satisfaction

## Statistics

### Ticket Volume

Track quantity:

- **Total Tickets**: All tickets
- **New Tickets**: Daily new tickets
- **Pending**: Unresolved tickets
- **Resolved**: Resolved tickets
- **Trend**: Volume changes

### Efficiency

Analyze performance:

- **Avg Response Time**: First response duration
- **Avg Resolution Time**: Problem resolution duration
- **Resolution Rate**: Success ratio
- **Timeout Rate**: SLA breach ratio

### Agent Performance

Staff statistics:

- **Handled**: Tickets per agent
- **Resolution Rate**: Success ratio
- **User Satisfaction**: User ratings
- **Response Speed**: Avg response time

### Issue Analysis

Analyze common issues:

- **Categorization**: Issue distribution
- **Frequent Issues**: Most common
- **Difficult Issues**: Hard to resolve
- **Improvements**: Optimization directions

## SLA Management

### SLA Standards

Service level agreement:

**Response Time**:
- Urgent: Within 15 minutes
- High: Within 2 hours
- Medium: Within 24 hours
- Low: Within 3 days

**Resolution Time**:
- Urgent: Within 4 hours
- High: Within 1 day
- Medium: Within 3 days
- Low: Within 7 days

### SLA Monitoring

Track SLA compliance:

- Real-time SLA monitoring
- Alert on approaching timeout
- Track SLA achievement rate
- Analyze timeout causes

## Automation

### Auto-assignment

Automatic ticket assignment:

- By type
- Load balancing
- Round-robin
- Smart assignment

### Auto-reply

Auto-respond to common issues:

- FAQ auto-answers
- Receipt confirmation
- Status change notifications

### Auto-escalation

Auto-escalate overdue tickets:

- Timeout auto-escalate
- Urgent auto-escalate
- Repeat issue auto-escalate

### Auto-closure

Auto-close tickets:

- Resolved timeout auto-close
- No response auto-close
- Duplicate auto-merge

## Knowledge Base Integration

### FAQ

Build FAQ knowledge base:

- Compile common questions
- Provide standard answers
- Self-service lookup
- Reduce ticket volume

### Solution Library

Document solutions:

- Record typical cases
- Summarize resolution methods
- Team knowledge sharing
- Improve efficiency

## Best Practices

- Respond promptly to tickets
- Accurately understand issues
- Provide professional solutions
- Maintain friendly communication
- Follow up until resolved
- Build comprehensive knowledge base
- Regularly analyze ticket data
- Continuously optimize processes

## Troubleshooting

### Slow Response

Possible causes:

1. High ticket volume
2. Insufficient staff
3. Poor assignment
4. Priority issues

### Poor Handling Quality

Improvements:

1. Enhance training
2. Improve knowledge base
3. Optimize workflow
4. Establish assessment

### Low Satisfaction

Improvements:

1. Improve response speed
2. Better service attitude
3. Enhance resolution capability
4. Strengthen communication

## Next Steps

- [User Management](/admin/users-support/users) - View user info
- [Document Management](/admin/users-support/documents) - Improve help docs
- [System Config](/admin/system/config) - Configure ticket system
