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. This ticket captures details of the issue, including the customer’s contact information, issue type, priority level, conversation history, and more. Tickets help manage and track customer interactions, keep stakeholders informed about issue status, and resolve customer grievances immediately. Once a ticket is assigned to you (either manually by your manager or through Ticket Assignment Rules), you can work on resolving it.
View all the tickets assigned to you on the Ticket Views page. If you have the necessary permissions, you can also see all the tickets created and assigned to other users in your account. This article explains the different components of the Ticket Views page, the bulk actions you can perform on these tickets, and how they can help you resolve tickets efficiently.
Note:
- You can perform all the actions listed in this article for the tickets assigned to you. However, for other tickets in your organization, you can perform these actions only if you’ve been granted the necessary permissions by your account Admin.
- To know the actions that can be performed on an individual ticket, refer to Service Agent – 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
After logging in, you can view the tickets created in your account.
4. Ticket Creation
When a customer raises a service request through any of the supported channels, a ticket is automatically created in your account. However, you can also manually create tickets when needed. This is particularly useful for capturing customer queries raised through offline channels. To manually create a new ticket –
- After logging in to the Service CRM agent platform, on the left-panel, click Tickets to navigate to the All Tickets page.
- On the All Tickets page, hover your cursor on Create, and click Ticket.
- On the Create Ticket form, fill in all the required ticket details. The ticket creation form was configured by your Admin, and all fields marked with a red asterisk * are mandatory.
- Once you’ve entered the details, click Save & Close. You’ll be redirected to the Ticket Details page.
4.1 Lead Creation
When creating a ticket, you must associate it with an existing lead. Both Service User and Hybrid Users can create a lead directly from the All Tickets page, using the Create>Create Customer option. To know how to create a lead, refer to Add Leads.
5. Customize the Ticket List View
On the Ticket Views page, view all tickets created in your account, and perform bulk actions, such as assign, close, or delete tickets. The Ticket Views screen contains the following pages and sub-pages –
- All Tickets – Displays details about all the tickets created by multiple agents in your account. You can access this page only if you have the required Service CRM permissions.
- All – All the tickets created in your account.
- Unassigned – The unassigned tickets in your account.
- Escalated to Me – The tickets that were escalated to you.
- Mentioning Me – View all tickets where you’ve been mentioned in an internal note.
- Unresolved – The list of open tickets that have not yet breached their SLAs.
- Overdue – The total number of tickets that have breached their resolution SLA.
- Spam – Tickets that were marked as spam.
- Trash – Tickets that were deleted from your account.
- My Group Tickets – The list of tickets assigned to the Service Group you’re part of.
- My Tickets – The list of tickets assigned to you.
On any of the pages listed above, you can customize the columns displayed, the ticket filters, and the order in which the columns are displayed.
5.1 Column Customization
When you log in to your account for the first time, the default view is of these six ticket columns –
- Ticket Subject
- Customer
- Status
- Priority
- Resolution Due
- Ticket Owner
While the Ticket Subject and Customer columns are mandatory and cannot be deselected, you can personalize the remaining ticket list view by adding or removing columns based on your use case.
To configure the ticket list view columns –
- Above the list of columns, click the Settings icon .
- On the Select Columns pop-up, select the columns you want to display. From the list of options, you can choose up to 20 columns to display.
- You can also deselect the columns you don’t want to display.
- To bring back the default view, click Restore Default.
- After adding the columns, drag and drop them to set the display order.
- Once you’re done, click Save.
5.2 Apply Filters
Filters help narrow down the ticket data you want to view. For example, you can display only tickets with the Priority set to High. To apply filters –
- On the Ticket Views page, click the Filters icon .
- Status, Priority, Type, and Channel are displayed by default. For additional filter options, click the Filters button.
- Select the metric you want to filter the tickets by, and click Apply. The ticket display is updated.
- To remove applied filters, click Clear Filters .
6. Bulk Actions
When you select more than one ticket on the Ticket Views page, you can perform the following bulk actions –
- Email – Emails the customers for whom the ticket was created.
- Delete – Deletes all the selected tickets.
- Mark as spam – Mark all the selected tickets as spam.
- Assign – Allows you to assign selected tickets to any agent in your organization.
- Close – Close all selected tickets only after resolving the issue they address.
6.1 Email
To bulk email the customers for whom the tickets were created –
- Select the list of tickets you want to assign, and click Email.
- On the textbox, enter the email content, and click Send.
- If required, you can Send & Resolve or Send & Close the selected tickets.
6.2 Delete Tickets
When you delete tickets, they move to the Trash folder, where you can choose to Restore them if needed. You can also Permanently Delete tickets from the Trash folder if required.
6.3 Mark as Spam
When you mark tickets as spam, they move to the Spam folder, where you can choose to Restore them if needed. You can also Permanently Delete tickets from the Trash folder if required.
6.4 Assign Tickets
If you have the necessary permissions by your account Admin, you can assign tickets to other agents and Service Groups. To assign a ticket –
- Select the list of tickets you want to assign, and click Assign.
- On the Bulk Assign Ticket tab, select the Group and/or the new Ticket Owner to whom you want to assign the tickets.
- Once you’re done, click Assign Ticket. The Tickets will now be assigned to the selected agent.
6.5 Close a Ticket
When you close tickets, they remain on the Ticket Views page, but their status is marked as Closed.
7. Basic Search
The search bar on the Ticket Views page lets you find tickets using the following unique attributes –
- Ticket ID
- Customer name
- Customer email address
- Customer phone number
8. Advanced Search
The Advanced Search feature lets you search for tickets that meet one or more lead and/or ticket conditions. Search using both system and custom ticket and lead (customers) fields.
When using this feature, you must add Rules and Groups. Rules are individual conditions used to identify tickets, whereas Groups are a set of rules that are used to identify tickets.
An example of a Rule is All Tickets IF the Status is Pending AND the City (customer's location) is Bangalore.
An example of a Group is –
All Tickets IF the Status is Closed AND the City is Bangalore
OR
All Tickets IF the Status is On Hold AND the City is Bangalore
Use the following conditions to search for tickets –
- All Tickets – Searches for all the tickets that satisfy the conditions you’ve added. This is the “AND” operator.
- Any Ticket – Searches for any tickets that satisfy the conditions you’ve added. This is the “OR” operator.
- If – This is where you set up the rule. On the first dropdown, select the lead/ticket fields based on which you want to find tickets. For example, we’re selecting the ticket field “Status.”
- Operators – From this dropdown, select the operator you want to use when setting up the rule. For example, we’re choosing the “is” operator.
- Value – Select values corresponding to the chosen lead or ticket field. You can choose a single value or multiple values. For example, we’re selecting “Open” and “In Progress”.
- Add Rule – To add another rule, click Add Rule. For example, we’re setting up the rule “City is Bangalore.”
- Add Group – To add another set of rules, click Add Group. For example, we’re setting up the group with “Staus Is On Hold and City is Bangalore”
- AND/OR – When adding multiple groups, choose the AND/OR operator
- AND – Tickets that meet all the criteria from the added rule groups will be identified.
- OR – Tickets that meet any of the criteria from the added rule groups will be identified.
- AND/OR – When adding multiple groups, choose the AND/OR operator
After adding all the rules, click Save. Tickets or leads that satisfy the rules you’ve added will be displayed.
Note:
- To save the Rules and Groups you’ve created for future use, click the Save As button.
- To delete the Advanced Search conditions on the Ticket Views page, click .
9. Tags and Icons
The following tags and icons are visible on the Ticket Views page –
- New – This tag is visible when an agent has not yet opened and viewed a ticket.
- Escalated – When a ticket breaches the specified SLA, and an escalation rule is active, an Escalated tag is visible.
- P – Indicates a “Parent” (primary) ticket that may contain one or more “Child” (dependent) tickets. For example, suppose a customer reports a payment failure. In that case, an agent can create multiple child tickets under this parent ticket to address related sub-issues, such as notifying the finance team and obtaining confirmation from the backend team.
- C – This is a “Child” ticket. It’s a dependent ticket that’s linked to a Parent ticket.
- Merged – This ticket was merged with another ticket.
- Closed – This is a ticket that’s closed.
- Reopen – This is a closed ticket that was reopened.
- – This ticket was created through chat.
- – This ticket was created through email.
- – This ticket was created through a call.
- – This ticket was created through a portal.
- – This ticket does not have a specified channel.
10. Other Actions
Perform the following additional actions on the Ticket Views page –
10.1 Notifications
Click the notifications icon to view a list of ticket-related notifications for the tickets assigned to you and the tickets where you were mentioned. On the Notifications window –
- To open the Ticket Details page, click the ticket number or the ticket title. This action automatically marks the ticket as read.
- To mark a ticket as read, click .
- To mark all the tickets as read, click the top-bar menu , and then click Mark all as read.
10.2 Sort
Sort the tickets in ascending or descending order based on the following ticket parameters –
- Ticket Created On
- Ticket Modified On
- Resolution Due
- First Response Due
- Priority
- Closed On
10.3 Indexing
To display up to 50 tickets per page, scroll to the bottom, and from the Items per page dropdown, select the number of tickets you want to display.
Any Questions?
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