Cards module

-  What is the Tickets Module?
 

The Tickets Module is a full-scale customer support, service request, and issue tracking system, designed to help organizations manage communication, tasks, and problem resolution in a structured and traceable manner.
 

It serves as a central hub where customer issues, internal service requests, and operational problems are collected, assigned, discussed, tracked, resolved, and analyzed.
 

Unlike simple contact forms or email-based support, the Tickets Module provides:
 

• Structured workflows

• Team collaboration tools

• Clear ownership and accountability

• Time tracking and prioritization

• Historical records and data analysis
  
  
   

  -  Why does the Tickets Module exist?
   

  Organizations face these challenges:
   

• Customer requests arriving from many channels

• No clear ownership for issues

• Lost emails or messages

• No visibility into workload

• Delayed responses

• No performance tracking
  
   

  The Tickets Module solves all of these by:
   

  ✔ Centralizing all support requests
  ✔ Enforcing ownership and accountability
  ✔ Tracking every message and action
  ✔ Measuring response and resolution performance
  ✔ Providing visibility to managers
  
  
   

  - What is the Tickets Module used for?
   

  The Tickets Module is used for:
   

• Handling customer support requests

• Managing internal service tasks

• Tracking technical issues and bugs

• Assigning work to team members or departments

• Communicating with customers in one place

• Maintaining a full conversation history

• Tracking deadlines, urgency, and workload

• Generating performance reports and statistics
  
   

  -  Core Ticket Structure
   

  Each ticket represents a single issue, request, or task.
   

  A ticket contains:
   

• Customer details (optional)

• Subject / Issue title

• Problem description

• Messages and replies (chat-style)

• Attachments (images, files, screen recordings)

• Assigned team members

• Departmental ownership

• Status and urgency

• Due date and time window

• Internal notes

• Custom fields (dynamic)
  
  
  
   

  -  Ticket Lifecycle – How a ticket progresses
   

  1️⃣ Ticket Creation
   

  A ticket can be created by:
   

• An admin or team member

• Automatically from other modules

• A customer (if enabled)

• Customer details are verified or created

• Ticket subject and description are saved

• Priority (rating) is set

• Department and team members are assigned

• Due date and time are set

• Files and screenshots can be attached
   

• After saving:
  
  ✔ The ticket receives a unique ID
  ✔ Notifications are triggered
  ✔ Automations may run
  
   

  2️⃣ Ticket Assignment and Ownership
   

  Each ticket can be:
   

• Assigned to one or more team members

• Routed through departments

• This ensures:
  
  ✔ Clear accountability
  ✔ No ticket is left unattended
  ✔ Workload can be distributed
  
  
   

  3️⃣ Communication and Messages
   

  Tickets include a built-in chat system.
   

  There are two types of messages:
   

  - Messages to the customer
   

• Visible to the customer

• Triggers email notifications

• Used for updates, clarifications, solutions

• Visible only to team members

• Used for internal discussion

• Does not notify the customer
   

• All messages are:
   

• Timestamped

• Linked to the sender

• Permanently saved
  
  
   

  4️⃣ Attachments and Evidence
   

  Users can attach:
   

• Images

• Files

• This helps with:
  
  ✔ Faster understanding of the issue
  ✔ Accurate debugging
  ✔ Clear documentation
  
  
   

  5️⃣ Status and Progress Tracking
   

  Each ticket has a status such as:
   

• Open

• In Progress

• Pending

• Closed
   

• Statuses are:
   

• Color-coded

• Fully customizable

• Trigger automations

• Control ticket visibility

• Closing a ticket does not delete it.
  Closed tickets remain searchable and reportable.
  
  
   

  6️⃣ Due Dates, Time Windows, and SLA
   

  Tickets support:
   

• Due dates (resolution deadline)

• Time windows from/to
   

• This enables:
  
  ✔ SLA enforcement
  ✔ Priority-based handling
  ✔ Calendar scheduling
  ✔ Workload forecasting
  
   

  -  Ticket Data Analysis and Graphs
   

  The Tickets Module includes real-time statistics:
   

• Monthly ticket trends

• Status distribution

• Graphs automatically update when:

• Filters change

• Tickets are updated

• Status changes occur
  
  
   

  -  Search, Filtering, and Bulk Actions
   

  Tickets can be filtered by:
   

• Status

• Team member

• Bulk actions allow:

• Export to Excel

• Mass deletion

• Bulk status updates
  
  
   

  ⚙️ Settings and Customization
   

  Admins can configure:
   

  -  Departments
   

• Creating departments

• Assigning team members

• Controlling navigation
   

• - Statuses
   

• Creating custom statuses

• Setting colors
   

• - Custom Fields
   

• Adding dynamic fields

• Defining dependencies

• Grouping fields

• Controlling visibility
   

• -  Notifications
   

• Email templates

• Automation triggers

• Customer notifications
  
  
   

  -  API and Integrations
   

  The Tickets Module provides full API support.
   

  External systems can:
   

• Automatically create tickets

• Retrieve ticket lists

• This allows integration with:

• Websites

• Mobile apps

• CRM systems

• Automation tools

• External support systems
  
  
   

  -  Permissions and Security
   

  Access is controlled by:
   

• Role permissions

• Module-level access
   

• Users can:
   

• Only see authorized tickets

• Only perform authorized actions

• Only access assigned data
  
  
   

  -  Who should use the Tickets Module
   

• Customer support teams

• Technical support teams

• IT and operations teams

• Service providers

• Sales support teams

• Any organization handling requests or issues
  
  
   

  ✅ Key Benefits
   

  ✔ Centralized communication
  ✔ No lost requests
  ✔ Faster response times
  ✔ Clear accountability
  ✔ Historical records
  ✔ Performance insights
  ✔ Automation-ready workflows
  
  
   

  -  Final Summary
   

  The Tickets Module is a powerful, scalable, and flexible system that transforms unstructured communication into a controlled, traceable, and measurable workflow.
   

  It ensures:
   

• Every request is handled

• Every action is recorded

• This makes it an essential module for professional support, service management, and internal operations.