Introduction
A Ticket Group refers to a collection or category of support tickets or customer inquiries that are related to a particular topic or issue. It is a way for businesses to organize and manage customer support requests based on their nature, department, or any other relevant criteria.
BizGaze’s “Ticket Groups app” is designed to assist businesses in handling customer support effectively. It provides a centralized platform for managing and tracking customer inquiries or issues, allowing businesses to streamline their support processes and improve customer satisfaction
Stage Workflow
| Active | Ticket group created and in active stage |
| Inactive | Ticket group is created but not yet active |
| Deleted | Ticket group is deleted |
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 Ticket Groups App.
Details
This widget contains summarized information about the Ticket group
| Field name | Description |
| Code | The system generated unique code assigned for the Ticket group is displayed |
| Ticket Group | Displays the name of the Ticket group. A ticket group name refers to a label or identifier assigned to a specific group or category of tickets within a ticketing system or customer support platform |
| Issue Group | Issue group name is displayed. Issue group names are typically created to classify and prioritize different types of issues, facilitating efficient issue management and resolution |
| Tag Category | Displays Tag category name. It is a way to categorize and organize different data or objects within the system. Tags can be applied to various categories such as products, customers, vendors, transactions, projects, or any other data entities that need to be classified or grouped for analysis or reporting purposes. |
| Tag | Displays Ticket group’s Tag name. Tag enables grouping of different entities within a system which can be defined by each organization based on the analytic reports required. (Ex: Zone wise grouping of customers) |
| App | Displays name of the app to which Ticket group belongs |
| LoB | Line of business segment of the Ticket group |
| Support Setting | Displays support setting name of the Ticket group. It refers to a specific configuration or preference within a customer support or help-desk system. Support settings often define various aspects of the support process, such as response time goals, escalation procedures, routing rules, or communication preferences. |
| Description | Comments or short notes about the Ticket group 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 Ticket Group is created |
| Created By | The name of the person who created the Ticket Group |
| Last Updated Date | The last stage changed of the Ticket Group |
| Last Updated By | The name of the person who last updated the stage |
| Status | Displays the current status of the Ticket 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.
- Tickets group reports