In Quadrotech Support HUB, all of your partner/customer conversations are tracked as tickets (you might also know them as support tickets, support requests or incidents).
Any message which comes into the helpdesk – whether from the web, the support center or email – is tracked as a ticket, keeping everything related to a conversation in one place.

In this section

  • Know the ticket basics
    • Ticket properties
  • How your customers create tickets
    • Using the support center
    • Email

Know the ticket basics

Ticket properties

A ticket has various ticket properties which let you manage incoming requests effectively and build a speedy workflow.

Property Examples Description
Type Issue
A ticket type usually indicates the type of ticket, to label tickets with something specific to their content or context. Which ticket types you create depends on your organization. Quadrotech like to use ticket types for improved reporting and analytics: for example, the nature of an Issue type ticket may well be different to a sales oriented Lead ticket.
Status Open
On Hold
A ticket has a status, which represents where the ticket is on its journey towards resolution. Typically, tickets come in to the helpdesk as Open, are set to On Hold while you’re waiting for a response from the customer/partner and are set to Closed once the ticket has been resolved.
Owner Tickets can be assigned to individual staff users (who then become owners of the ticket), which usually means that individual will take responsibility for the ticket.
Priority Low
Ticket priorities are fairly self-explanatory. You can create custom priorities to suit your own workflow, and also allow your customers to select their own priority when creating their own tickets.

How to create tickets

Using the Support HUB

You can submit new tickets in the customer-facing support center (Quadrotech Support HUB)

You can select the priority to create the ticket in, as well as a subject, message and file attachments.

Where to go next

Support Ticket Checklist

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