480 lines
8.2 KiB
Markdown
480 lines
8.2 KiB
Markdown
# Ticket Management
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The Ticket Management module handles user-submitted issues and requests, providing efficient customer support services.
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## Overview
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### Ticket List
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View and manage all tickets:
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- **Ticket ID**: Unique identifier
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- **Title**: Issue summary
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- **Type**: Technical/Account/Complaint/Suggestion
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- **Priority**: Urgent/High/Medium/Low
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- **Status**: Pending/In Progress/Resolved/Closed
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- **Submitter**: Ticket creator
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- **Assignee**: Handler
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- **Created**: Submission time
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- **Updated**: Last update time
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- **Response Time**: First response duration
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- **Resolution Time**: Problem resolution duration
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### Ticket Details
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View complete ticket information:
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- **Basic Info**: Title, type, priority
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- **Content**: Detailed description
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- **Attachments**: Screenshots, files
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- **Communication**: Complete conversation history
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- **Processing Log**: Ticket workflow records
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- **User Info**: Submitter details
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- **Related Orders**: Associated order info
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## Ticket Types
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### Technical Support
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Technical issues:
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**Common Issues**:
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- Connection problems
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- Configuration issues
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- Performance issues
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- Compatibility issues
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- Usage tutorials
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**Handling Points**:
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- Quick diagnosis
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- Provide solutions
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- Remote assistance if needed
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- Follow up until resolved
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### Account Issues
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Account-related problems:
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**Common Issues**:
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- Login problems
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- Password reset
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- Account security
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- Info modification
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- Account deletion
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**Handling Points**:
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- Verify identity
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- Protect account security
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- Process promptly
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- Log operations
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### Order Issues
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Order-related problems:
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**Common Issues**:
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- Order inquiry
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- Payment issues
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- Refund requests
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- Invoice issuance
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- Order modification
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**Handling Points**:
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- Verify order info
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- Follow procedures
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- Update progress
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- Ensure satisfaction
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### Product Inquiry
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Product-related questions:
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**Common Issues**:
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- Product features
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- Package selection
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- Usage recommendations
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- Upgrade options
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- Pricing policies
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**Handling Points**:
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- Professional answers
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- Recommend suitable options
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- Provide detailed materials
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- Promote conversions
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### Complaints & Suggestions
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User feedback:
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**Common Content**:
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- Service complaints
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- Product suggestions
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- Feature requests
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- Experience feedback
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**Handling Points**:
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- Listen carefully
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- Respond promptly
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- Handle appropriately
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- Track improvements
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## Ticket Workflow
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### Ticket Creation
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User submits ticket:
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1. **Select Type**: Choose ticket type
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2. **Enter Title**: Brief description
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3. **Detailed Description**: Explain situation
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4. **Upload Attachments**: Add screenshots
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5. **Submit**: Submit for processing
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### Ticket Assignment
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Auto or manual assignment:
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**Auto Assignment**:
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- By ticket type
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- By workload
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- By expertise
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**Manual Assignment**:
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- Admin assigns
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- Agent claims
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- By priority
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### Ticket Processing
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Agent handles ticket:
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1. **Receive**: View details
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2. **Analyze**: Understand issue
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3. **Communicate**: Discuss with user
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4. **Provide Solution**: Offer resolution
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5. **Execute**: Perform actions
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6. **Confirm Resolution**: Verify solved
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7. **Close**: Close resolved ticket
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### Ticket Escalation
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Escalate when needed:
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- **Level 1**: Submit to senior support
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- **Level 2**: Submit to tech team
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- **Urgent**: Submit to management
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- **Cross-department**: Multi-team collaboration
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### Ticket Closure
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Close after completion:
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- **Resolved**: Successfully solved
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- **User Confirmed**: User satisfied
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- **Auto-close**: Timeout auto-close
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- **No Action Needed**: Invalid ticket close
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## Status Management
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### Pending
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Newly submitted:
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- Awaiting assignment
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- Needs quick response
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- Sorted by priority
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- SLA timer starts
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### In Progress
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Being handled:
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- Agent assigned
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- Actively resolving
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- May take time
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- Regular updates
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### Awaiting User
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Waiting for feedback:
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- Need user information
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- Awaiting confirmation
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- Pause SLA timer
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- Auto-reminder on timeout
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### Resolved
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Problem solved:
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- Solution provided
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- Issue resolved
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- Awaiting user confirmation
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- May reopen
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### Closed
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Ticket closed:
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- Process complete
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- Archived
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- Viewable history
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- No further modification
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## Priority Management
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### Urgent
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Highest priority:
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**Scenarios**:
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- Service down
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- Security vulnerability
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- Data loss
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- Critical bug
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**Requirements**:
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- Immediate response
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- Priority handling
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- Quick resolution
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- Full tracking
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### High
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High priority:
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**Scenarios**:
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- Core function failure
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- Affects multiple users
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- VIP customer issues
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**Requirements**:
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- 2-hour response
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- Same-day resolution
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- Timely feedback
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### Medium
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Normal priority:
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**Scenarios**:
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- General function issues
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- Usage inquiries
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- Regular requests
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**Requirements**:
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- 24-hour response
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- 3-day resolution
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- Follow standard process
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### Low
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Low priority:
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**Scenarios**:
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- Feature suggestions
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- Experience optimization
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- Documentation issues
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**Requirements**:
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- 3-day response
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- Reasonable scheduling
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- Planned resolution
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## Communication
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### Reply
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Communicate with user:
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- **Public Reply**: User-visible response
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- **Internal Note**: Internal communication
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- **Attachments**: Upload files, screenshots
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- **Templates**: Use quick reply templates
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### Quick Replies
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Preset templates:
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- FAQ answers
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- Standard responses
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- Operation guides
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- One-click send
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### Communication Tips
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Effective communication:
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- Friendly and professional tone
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- Clear and specific replies
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- Provide concrete solutions
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- Timely follow-up
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- Confirm satisfaction
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## Statistics
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### Ticket Volume
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Track quantity:
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- **Total Tickets**: All tickets
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- **New Tickets**: Daily new tickets
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- **Pending**: Unresolved tickets
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- **Resolved**: Resolved tickets
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- **Trend**: Volume changes
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### Efficiency
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Analyze performance:
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- **Avg Response Time**: First response duration
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- **Avg Resolution Time**: Problem resolution duration
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- **Resolution Rate**: Success ratio
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- **Timeout Rate**: SLA breach ratio
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### Agent Performance
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Staff statistics:
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- **Handled**: Tickets per agent
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- **Resolution Rate**: Success ratio
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- **User Satisfaction**: User ratings
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- **Response Speed**: Avg response time
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### Issue Analysis
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Analyze common issues:
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- **Categorization**: Issue distribution
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- **Frequent Issues**: Most common
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- **Difficult Issues**: Hard to resolve
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- **Improvements**: Optimization directions
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## SLA Management
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### SLA Standards
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Service level agreement:
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**Response Time**:
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- Urgent: Within 15 minutes
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- High: Within 2 hours
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- Medium: Within 24 hours
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- Low: Within 3 days
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**Resolution Time**:
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- Urgent: Within 4 hours
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- High: Within 1 day
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- Medium: Within 3 days
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- Low: Within 7 days
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### SLA Monitoring
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Track SLA compliance:
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- Real-time SLA monitoring
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- Alert on approaching timeout
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- Track SLA achievement rate
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- Analyze timeout causes
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## Automation
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### Auto-assignment
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Automatic ticket assignment:
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- By type
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- Load balancing
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- Round-robin
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- Smart assignment
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### Auto-reply
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Auto-respond to common issues:
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- FAQ auto-answers
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- Receipt confirmation
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- Status change notifications
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### Auto-escalation
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Auto-escalate overdue tickets:
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- Timeout auto-escalate
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- Urgent auto-escalate
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- Repeat issue auto-escalate
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### Auto-closure
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Auto-close tickets:
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- Resolved timeout auto-close
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- No response auto-close
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- Duplicate auto-merge
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## Knowledge Base Integration
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### FAQ
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Build FAQ knowledge base:
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- Compile common questions
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- Provide standard answers
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- Self-service lookup
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- Reduce ticket volume
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### Solution Library
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Document solutions:
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- Record typical cases
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- Summarize resolution methods
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- Team knowledge sharing
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- Improve efficiency
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## Best Practices
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- Respond promptly to tickets
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- Accurately understand issues
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- Provide professional solutions
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- Maintain friendly communication
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- Follow up until resolved
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- Build comprehensive knowledge base
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- Regularly analyze ticket data
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- Continuously optimize processes
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## Troubleshooting
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### Slow Response
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Possible causes:
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1. High ticket volume
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2. Insufficient staff
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3. Poor assignment
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4. Priority issues
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### Poor Handling Quality
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Improvements:
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1. Enhance training
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2. Improve knowledge base
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3. Optimize workflow
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4. Establish assessment
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### Low Satisfaction
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Improvements:
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1. Improve response speed
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2. Better service attitude
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3. Enhance resolution capability
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4. Strengthen communication
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## Next Steps
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- [User Management](/admin/users-support/users) - View user info
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- [Document Management](/admin/users-support/documents) - Improve help docs
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- [System Config](/admin/system/config) - Configure ticket system
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