Tickets 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 way.
 

It acts 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 responsibility

• Time tracking and prioritization

• Historical records and analytics
  
  
   

  -  Why the Tickets Module Exists
   

  Organizations face these challenges:
   

• Customer requests coming from many channels

• No clear responsibility 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 for managers
  
  
   

  - What the Tickets Module Is Used For
   

  The Tickets Module is used to:
   

• Handle customer support requests

• Manage internal service tasks

• Track technical issues and bugs

• Assign work to team members or departments

• Communicate with customers in one place

• Maintain a complete conversation history

• Track deadlines, urgency, and workload

• Generate reports and performance statistics
  
   

  -  Core Structure of a Ticket
   

  Each ticket represents one problem, request, or task.
   

  A ticket contains:
   

• Customer details (optional)

• Subject / issue title

• Description of the problem

• Messages and replies (chat-style)

• Attachments (images, files, screen recordings)

• Assigned team members

• Department ownership

• Status and urgency

• Due date and time window

• Internal notes

• Custom fields (dynamic)
  
  
  
   

  -  Ticket Lifecycle – How a Ticket Moves
   

  1️⃣ Ticket Creation
   

  A ticket can be created by:
   

• Admin or staff

• Automatically from other modules

• Customer (if enabled)

• Customer details are validated or created

• Ticket subject and description are saved

• Priority (rating) is set

• Department and team members are assigned

• Due date and time are defined

• Files and screenshots can be attached
   

• Once saved:
  
  ✔ Ticket receives a unique ID
  ✔ Notifications are triggered
  ✔ Automations may run
  
   

  2️⃣ Ticket Assignment & Ownership
   

  Each ticket can be:
   

• Assigned to one or more team members

• Routed via departments

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

  3️⃣ Communication & Messaging
   

  Tickets include a built-in chat system.
   

  Two types of messages exist:
   

  - Customer Messages
   

• Visible to customer

• Trigger email notifications

• Used for updates, clarifications, solutions

• Visible only to team members

• Used for internal discussion

• Do NOT notify customer
   

• All messages are:
   

• Time-stamped

• Linked to sender

• Stored permanently
  
  
   

  4️⃣ Attachments & Evidence
   

  Users can attach:
   

• Images

• Files

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

  5️⃣ Status & Progress Tracking
   

  Each ticket has a status such as:
   

• Open

• In Progress

• Waiting

• Closed
   

• Statuses:
   

• Are color-coded

• Are fully customizable

• Trigger automations

• Control ticket visibility

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

  6️⃣ Due Dates, Time Slots & SLA
   

  Tickets support:
   

• Due dates (resolution deadline)

• From/To time windows
   

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

  -  Ticket Analytics & Charts
   

  The Tickets Module includes real-time statistics:
   

• Monthly ticket trends

• Status distribution

• Charts update automatically when:

• Filters change

• Tickets are updated

• Status changes occur
  
  
   

  -  Search, Filters & Bulk Actions
   

  Tickets can be filtered by:
   

• Status

• Team member

• Bulk actions allow:

• Export to Excel

• Mass deletion

• Bulk status updates
  
  
   

  ⚙️ Settings & Customization
   

  Admins can configure:
   

  -  Departments
   

• Create departments

• Assign team members

• Control routing
   

• - Statuses
   

• Create custom statuses

• Set colors
   

• - Custom Fields
   

• Add dynamic fields

• Define dependencies

• Group fields

• Control visibility
   

• -  Notifications
   

• Email templates

• Automation triggers

• Customer notifications
  
  
   

  -  API & Integrations
   

  The Tickets Module provides full API support.
   

  External systems can:
   

• Create tickets automatically

• Fetch ticket lists

• This allows integration with:

• Websites

• Mobile apps

• CRM systems

• Automation tools

• External support systems
  
  
   

  -  Permissions & Security
   

  Access is controlled by:
   

• Role permissions

• Module-level access
   

• Users can:
   

• See only allowed tickets

• Perform only permitted actions

• Access only assigned data
  
  
   

  -  Who Should Use the Tickets Module
   

• Customer support teams

• Technical support teams

• IT & 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, trackable, 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.