The Tickets feature in Spechy is designed to streamline your communication process by providing easy access to all relevant support tickets and inquiries. When you click on the Tickets button, you’ll find two tabs: “All Tickets” and “My Tickets.”

1. All Tickets:

The “All Tickets” tab contains a comprehensive list of all support tickets and inquiries available in the system’s database. These entries encompass all customer requests and communication related to support or assistance. Having access to all tickets in one place enables you to efficiently address and manage customer inquiries.

2. My Tickets:

In the “My Tickets” tab, you’ll find a personalized selection of tickets that are assigned to you or created by you within the system. This tab provides a curated list of tickets that are relevant to your specific role or responsibilities. It ensures that you can easily prioritize and address the tickets most pertinent to your work.

Search Bar and Ticket Result

Within the “My Tickets” page, you’ll notice a convenient search bar that allows you to find specific tickets quickly. Simply enter a ticket number or keyword, and the search function will promptly display matching results. This feature saves time and effort when trying to locate specific tickets among a large database.

Add Filter

In addition to the search functionality, the “My Tickets” page also includes an “Add Filter” option. By clicking on this feature, you can apply filters to refine your ticket view based on priority, status, assigned by, created by, source, or date. This capability enables you to focus on specific subsets of tickets and effectively manage your workload.

The Tickets feature in Spechy simplifies your communication management by centralizing all relevant support inquiries in an organized and accessible manner. Whether you need to address customer issues, track ticket status, or apply filters to streamline your workflow, the Tickets feature provides the tools you need to provide efficient and effective support to your customers.

Adding New Tickets

The “Add Ticket” button in Spechy’s Tickets feature allows you to effortlessly create new tickets, facilitating a smooth and efficient ticket creation process. When you click on the “Add Ticket” button, you’ll be presented with a user-friendly form where you can enter the following essential details:

1. Ticket Name

Enter a descriptive and concise title for the ticket, summarizing the nature of the customer’s inquiry or issue.

2. Category

Select an appropriate category that best represents the type or area of the ticket, allowing for easy ticket classification and organization.

Choose the specific individual or user group responsible for handling the ticket. This assignment ensures that the ticket reaches the right person or team for prompt resolution.

4. Status

Set the ticket status to indicate its progress in the resolution process, such as “Open,” “In Progress,” “On Hold,” or “Resolved.”

5. Source

Identify the source of the ticket, whether it originated from email, chat, phone, or other communication channels. This information helps track the ticket’s origin and prioritize responses accordingly.

6. Start Date and End Date

Specify the start and end dates for the ticket’s resolution period. This allows for effective time management and helps monitor response times.

7. Priority

Assign a priority level to the ticket, indicating its importance or urgency. Common priority levels include “Low,” “Medium,” “High,” or “Urgent.”

8. Attachments

You can attach relevant files, documents, or screenshots to the ticket to provide additional context or information for the assigned agents.

9. Description

Include a detailed description of the customer’s inquiry or issue. The description should provide comprehensive information for the assigned agent to address the ticket effectively.

By filling in these details, the “Add Ticket” feature streamlines the ticket creation process, ensuring that all essential information is captured accurately. This allows your support team to promptly address customer inquiries and provide exceptional service, enhancing overall customer satisfaction.