Ticket Management

First, we will explore the ticketing functionality of the Hive Support. Generally, you will get the ticket function on the first section of the Dashboard of Hive Support. 

So just go to your WordPress Dashboard and navigate to the Hive Support plugin.

Let’s look at the upper section of the ticket menu. 

In the upper section, you can see the number of multiple tickets such as Total Tickets, Tickets Waiting Reply, Open Tickets, and Resolved tickets.

  • Total Tickets – Shows the total number of tickets.
  • Tickets waiting for reply – How many tickets are waiting to be replied to by the support agents.
  • Open Tickets – How many tickets are opened by the support agents.
  • Resolved Tickets – How many tickets are resolved by the support agents.

Also, Hive Support has multi-functional filtering options for the users.

Here are the ticket filtering options – 

  • Status –  Choose the status such as open, waiting, or closed tickets. 
  • Priority – Choose the ticket priority such as normal, medium, or critical
  • Agent – Chooste the ticket agent. It will show you all the support agents on your website. 
  • Customer – Choose the specific customer to filter out their tickets.
  • Mailbox – Choose the mailbox from here. You can create different mailboxes for different products or services on your website.

Well, you can also reset the filters from the right section of the page. Then you can again filter out the tickets based on your requirements.

After choosing the filters it will automatically show the ticket list based on selection.

The tickets will be shown with information such as status, priority, assignee, update time, and created time. Now choose specific tickets to customize and update it. It will take you to the ticket editing interface.

As you can see here is our Hive Support ticket editing interface. 

  • From the Reply with section, you can easily reply to the queries of the customers. Also, you can add any files with the replies. Just tap the reply button to reply to the ticket.
  • In the bottom section of the page, you will be able to see all conversations between the support agents and the customer. On the left side of the page, you will be able to see ticket-related information.

From here you can change the ticket status, assign, priority, last update status, etc. On the right side you can see the support agent information, tickets title and previous conversations.

Powered by BetterDocs