Tickets Section :

The list provides a snapshot of all current tickets, with each row representing an individual ticket. Here's what each column represents:

• Title: The main issue or topic of the ticket, serving as an identifier for quick reference.

• Raised by: The person or entity who has created or reported the ticket, providing a point of contact.

• Assigned on: The date and time when the ticket was recorded in the system, which helps in monitoring response time and managing the workload.

• Trip: If applicable, this column links the ticket to a specific trip, which is essential for resolving travel-related queries.

• Reportee Type: This indicates the role of the person who raised the ticket, such as a customer, driver, or operator, providing insight into the source of the ticket.

• Assigned Agent: This shows which member of the support team is responsible for the ticket, allowing for accountability and follow-up.

• Priority: This denotes the urgency of the ticket (Planned, High, Medium, Low), ensuring that the most critical issues are addressed first.

• Status: Reflects the current state of the ticket (e.g., New, In Progress, Resolved), giving a clear indication of how the ticket is being managed.

Add Ticket :

The "Add New Ticket" feature within the Customer Support Module is an integral part of managing customer queries and issues. Here is an overview of each step involved in raising a new ticket:

• Title: The title is essentially the headline of the ticket. It gives support staff a quick understanding of the issue and helps in categorizing the ticket correctly.
• Description: This textbox is where the user details the specific issue or request. A thorough description can significantly expedite the resolution process by providing support staff with all the information they need upfront.
• Attachment: If the issue is complex or requires visual evidence, the attachment feature is invaluable. Users can upload screenshots, documents, logs, or other relevant files that provide additional context to their issue.
• Assign Agent: Here, the system admin or the user can select a particular agent to handle the issue. This step may be automated in some systems or manually selected in others.
• Priority Level: This dropdown allows the user or the admin to set how urgent the ticket is. The priority level helps the support team tackle the most critical issues first.
• Support Category: By categorizing the ticket, it ensures that it goes to the appropriate department or specialist team that is best equipped to handle the situation.
• Reportee: The user inputs their email address here, which will be used for all further communication regarding the ticket. It’s a key piece of information for the support staff to reach back out to the user.

Ticket details :

When a user selects a specific ticket from the Tickets table, they're brought to a detailed view that offers a closer look at the individual ticket and its various attributes. This detailed view is designed for both users and support agents to gain a complete understanding of the ticket's content and status.

Here's what each part of the detailed view includes:

• Title: This is a recapitulation of the issue at hand. For instance, "I have an issue in billing." immediately clarifies the nature of the problem.
• Timestamp: The date and time when the ticket was created are displayed here, establishing a timeline for the ticket's lifespan.
• Description: This section elaborates on the issue, providing specifics that can guide the support agent. For example, "when I am creating a bill, it shows some error" indicates a problem within the billing process.
• Reportee Type: The role of the individual who has reported the issue is specified, such as "Super Admin," which might indicate their level of access or the criticality of their problems.
• Reportee Name: The name or identifier of the individual who submitted the ticket, "AllRide Demo," serves as a reference for the support agent to know who they will be communicating with.
• Priority Level: This label, such as "Planned," indicates how urgent the ticket is and how soon it should be addressed.
• Status: The current phase of the ticket, "New" in this case, shows that it has not yet been acted upon and is awaiting resolution.

Additionally, there are options for further action:

• Edit: This button allows users or agents to modify the ticket details if there's more information to add or if any of the existing information changes.
• Resolve Ticket: This is an action button for the support agent, which they can use to change the ticket's status to "Resolved" once the issue has been addressed satisfactorily.