Ticket Details Page – Agent View

1. Feature Overview

When a customer raises a service-related query through any channel (email, call, social media, etc.), a ticket is created in your LeadSquared account with a unique ticket ID. The Ticket Views page displays all the tickets assigned to you with a basic overview, while the Ticket Details page provides comprehensive information about each individual ticket. On this page, you’ll find the customer’s details (like name, email address, phone number, etc.), customer conversations, Associated Tickets, attachments shared by the customer, and more. This article outlines the information and actions available on the Ticket Details page.

2. Prerequisites

• Service CRM is a paid feature. To enable it, contact your account manager, or write to scsupport@leadsquared.com.
• You must have access to the Service CRM platform, either as a Service User or a Hybrid User.

3. Access

Use your LeadSquared credentials to log in to the Service CRM agent platform through – https://marvin-in21.leadsquared.com/service-cloud

1. After logging in to the Service CRM agent platform, on the left-panel, click Tickets  to navigate to the All Tickets page.
2. On the All Tickets page, click on any ticket that you have access to. This opens the Ticket Details page.

4. Left Panel Components

The following components are listed on the Ticket Details page’s left panel –

4.1 vCard

The vCard shows important customer information. It was configured by your account Admin, and during configuration, they selected which fields to display. The following fields are displayed by default –

• Customer Name
• Customer Phone
• Customer Email
• Ticket Owner

On the vCard, perform the following actions –

• Hover your cursor over a ticket/lead field to copy the value contained in the field.
• Click the three-dots menu to –
  • Edit Customer Information – Allows you to update the customer details listed on the vCard. These changes are reflected across your LeadSquared account.
  • Merge Customer – If there are multiple customers (leads) with similar attributes (such as the same email address but different phone numbers, or the same name but different email addresses), this feature lets you merge them into a single lead. These changes are reflected across your LeadSquared account.
    1. After you click Merge Customer, on the Select Records for Merging pop-up, search for the customers you want to merge.
    2. Then, under the customer records, click Add, and click Next.
    3. On the Merge Leads pop-up, select the lead you want to use as the Master Lead.
    4. On the Confirm Merge pop-up, click Merge Lead. To know more, refer to Merge Leads.

4.2 Tags

The ticket tags (such as Escalated, Parent, Child, etc.) for the ticket you’re viewing are visible here.

4.3 Associated Tickets

Associated Tickets are the parent or child tickets linked to the ticket you’re viewing. To view an associated ticket, click its ticket ID, which redirects you to its Ticket Details page. If you’re on the Parent ticket’s Ticket Details page, you can associate a child ticket with it –

1. On the Associated Tickets tab, click Add Child.
2. On the Add Child Tickets tab, either –
   • Create Child Ticket – Select this to create a child ticket from scratch, and enter the following details –
     • To capture existing details from the parent ticket, enable the checkbox alongside Capture properties from Parent Ticket.
     • Subject – Enter a relevant subject line for the ticket.
     • Description – Enter a relevant description for the ticket.
     • Priority – Select the ticket priority.
     • Ticket Owner – Choose the agent to whom you want to assign the ticket.
   • Associate Exiting Tickets – Select this to associate an existing ticket as the child ticket.
     • Select the existing tickets you want to associate, and click Associate. This completes the process.
3. Once you’re done, click Save.
   • Alternatively, to create additional child tickets, click Save and Create More.

4.4 Tasks

View the list of tasks associated with this ticket. Click on an existing task under this tab to open a detailed task view. To create a new task associated with this ticket, follow the provided steps –

1. On the Tasks tab, click Create Task.
2. On the Create Task tab, enter the following details –
   • Subject – Enter a task title.
   • Description – Enter a detailed explanation of the task, including any relevant information or instructions. This is optional.
   • Priority – Set the priority level of the task (e.g., High, Medium, Low) based on its urgency.
   • Task Owner – Select the agent to whom you want to assign the task.
   • Due Date and Time – Set the deadline within which the task must be completed.
   • Remind – When enabled, an email reminder is sent to the task owner. This is optional.
     • Reminder Time before Due Time – Choose the amount of time before the due date and time when you want the reminder to be sent.
3. Once you’re done, click Create Task.

4.5 Agent Time Logs

This displays the time spent on individual tickets by each agent under each ticket department/ticket stage.

5. Centre Panel Components

The following components are listed on the Ticket Details page’s centre panel –

5.1 Ticket Conversation

Conversations

View the complete email conversation between customers and agents on this ticket. This includes email and chat communication. Along with the message transcript, view the list of ticket activities (such as when the ticket was created and when the SLA was activated). The Activities and Conversations toggle switches between both these options.

Activities

View all activities posted on the ticket under this tab, including events like SLA Breached, Child Ticket Associated, etc.

Conversations

Under this tab, view email conversations (related to this ticket) between your customer and agents, and view internal notes posted on this ticket. Additionally, perform the following actions –

• Reply – Click to reply to the email directly from LeadSquared. When replying, choose to –
  • Send the reply only to the customer.
  • Send the reply to all the recipients marked on the mail.
  • Reply and Resolve the ticket.
  • Reply and Close the ticket.
• Forward – Click to forward the mail. It can be forwarded to internal and external email IDs.
• Internal Note – Click to add an internal note. This can only be viewed on your LeadSquared account, and your customers will not be able to see it. If needed, you can tag the note to an agent in your account, and they’ll be notified. A note is marked using a yellow background.
• Other Actions – Use the text tray to format the email or note content. You also have the option to add links and files to the text body.
• Filters – Click to filter the conversations by –
  • All Conversations
  • Forwards
  • Reply to Forwards
  • Internal Notes
  • Reply to Internal Notes
• Sort – Click to sort the conversations in Ascending or Descending order.

5.2 Customer Information

This tab displays customer information and includes both Lead and Ticket field details.

• Use the search bar to highlight details when you scroll down the page.
• Click Edit to update customer information without leaving the Ticket Details page.
• To view only ticket/lead fields that contain data, enable the checkbox next to Hide Empty Fields.

5.3 Previous Tickets

This tab lists all the previous tickets created by this customer. Here, merge two or more existing tickets, along with the ticket you’re currently on, into a single ticket. To do this –

1. Select the tickets you want to merge by clicking the checkbox next to the ticket subject, and click Merge.
   • The ticket you’re currently viewing (ticket number 143 in the GIF) is automatically selected and cannot be unselected.
   • To merge all the previous tickets at once, select the checkbox next to Ticket Subject.
2. On the Merge Tickets tab, select the primary ticket. The primary ticket will be retained, while the other two tickets will no longer be visible on the Ticket Views page*.
3. On the Final Ticket Preview tab, verify if all the ticket details are accurate.
   • You have the option to Add Internal Note to the merged ticket.
4. Once you’re done, click Merge.

5.4 All Files

This tab lists all the files shared by the customer (such as screenshots, PDF files, etc.) or shared with the customer (such as invoice copies, job completion certificates, etc.). It also includes a downloadable PDF copy of previous tickets that were merged with the current ticket.

• To preview a file, click .
• To download a file, click .
• To download multiple files, select the checkbox  next to each file name and click Download.
  • To download all the files at once, select the checkbox  next to Type, and click Download.

You can also Add Files to the ticket –

1. Click the Add Files button.
2. On the Upload Files pop-up, drag and drop the files you want to add.
   • Alternatively, click the Browse option to upload files from your local system.
3. Once you’re done, click Attach.

6. Right Panel Components

Your account admin configured the right panel to display up to 20 important ticket fields. These fields are listed under Ticket Properties, and you can edit and update them directly from the Ticket Details page. The panel also displays the SLA status.

To update these properties –

1. Under Ticket Properties, the fields configured by your admin are visible in the right panel. Use the dropdown to update these ticket values.
2. Once you’re done, click Update.

1. To edit ticket fields not listed under Ticket Properties, click .
2. Once you’re done, click Save & Close.

7. Top-bar Components

Perform the following actions from the top bar on the Ticket Details page –

• To update the ticket subject, click .
• To view the Customer 360 page, click 360 View.
• To reply to the customer’s email, click Reply.
• To resolve the ticket, click Resolve.

Any Questions?

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