Introduction
Issue Groups in a support system refer to the categorization or classification of support tickets or customer issues based on common themes or characteristics. It involves grouping related issues together to streamline support processes, improve efficiency, and enhance customer satisfaction.
BizGaze’s “Issue Groups” app helps customers and organizations benefit from improved support ticket management, streamlined processes, faster issue resolution, and enhanced collaboration. The app helps organizations deliver better customer support experiences, optimize resource utilization, and increase customer satisfaction and loyalty.
Stage Workflow
| Field name | Description |
| Active | Issue group is open for acceptance by the support team |
| Inactive | Issue group is created and awaiting approval for further process |
| Deleted | Issue group is removed or no longer in use |
Portlets & Widgets
In the layout view, a Portlet accurately represents each functionality, and its corresponding data is precisely viewed as a Widget. The following section includes the default portlets and widgets of the Issue Groups App.
Details
This widget contains basic details about the Issue Group
| Field name | Description |
| Code | Short name or the system generated unique serial number code of the Issue Group is displayed |
| Issue Group Name | Name of the Issue Group is displayed. Issue Groups in a support system refer to the categorization or classification of support tickets or customer issues based on common themes or characteristics |
Issues
This widget contains basic details about the Issues included in the specific Issue Group
| Field name | Description |
| Issue Name | Name of the issue included in the Issue group is displayed. Issues in a support system refer to customer inquiries, problems, or requests for assistance that require resolution or support from the customer service or support team |
| Description | Comments or shorts notes about the Issue Groups are displayed |
Activity Log provide users with essential information, notifications, and real-time updates to keep them engaged and informed about key activities in apps related to updates, notifications, and stage changes.
| Activity | |
| Comments | User can write short notes or comments about the Issue Group |
| Audit | |
| Created Date | The date when the Issue Group is created |
| Created By | The name of the person who created the Issue Group |
| Last Updated Date | The last stage changed of the Issue Group |
| Last Updated By | The name of the person who last updated the stage |
| Status | Displays the current status of the Issue Group |
| Time-Line | This widget tracks all the activities within the app. |
Reports
A report is a document that presents information in an organized format for a specific audience and purpose. Although summaries of reports may be delivered orally, complete reports are almost always in the form of written documents.
- Issue group reports