Omnir

Tickets

Track customer issues from the first report to the solution.

Tickets are your customer support. Each problem, question or request becomes a ticket with an owner, a status and the history of everything said about it. Tickets can also arrive from email or from your customer portal.

The ticket lifecycle

A ticket moves through statuses such as these. Your administrator sets the values in every dropdown, so the options in your workspace may differ from the examples below.

StatusMeaningWhat to do
OpenJust createdAssign it to an agent.
In ProgressSomeone is working on itKeep the customer informed.
Wait For ResponseWaiting for the customerFollow up if they don’t reply.
On HoldPaused for another reasonNote what you are waiting for.
ClosedResolvedRecord the solution.

Creating a ticket

  1. 1
    Click Tickets in the sidebar.
  2. 2
    Click Add Ticket.
  3. 3
    Fill in the fields — those marked with a red * are required, usually Title, Status, Priority and Assigned To:
    • Title — a short, clear description
    • Organization Name and Contact Name — who reported it
    • Status
    • Priority
    • Category, if your workspace uses it
    • Assigned To
    • Product, if it is about one
  4. 4
    Describe the issue in detail in the description.
  5. 5
    Click Save.

Priority and category

Priority says how urgent a ticket is, from routine to urgent. Category says what kind of issue it is, and some workspaces add sub-categories that depend on it. Use the values your team has agreed on.

Note:Some dropdowns depend on others: choosing a ticket type or category limits the choices in the fields that follow it. If an option you expect is missing, check the field it depends on.

Working a ticket

  1. 1
    Open the ticket and read the description.
  2. 2
    Use comments to talk to your team — mention a colleague with @ to notify them.
  3. 3
    Reply to the customer by email from the ticket.
  4. 4
    Update the status as the ticket moves along.
  5. 5
    When it is resolved, write the solution and set the status to Closed.
Tip:Always write a clear solution before closing. It helps the next agent with the same problem.

Escalating a ticket

  1. 1
    Open the ticket.
  2. 2
    Change Assigned To to the person or group who should take over.
  3. 3
    Raise the priority if needed.
  4. 4
    Add a comment saying why you are escalating and what you have tried.

Key ticket fields

FieldWhat it is for
TitleA short description of the issue (required).
Organization, contactWho reported it.
StatusWhere the ticket is.
PriorityHow urgent it is.
CategoryWhat kind of issue it is.
ProductThe product it is about.
Assigned ToThe agent or group responsible.
DescriptionThe full details.
SolutionHow it was resolved — fill it in before closing.
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Still stuck? Ask your administrator, or email support@omnir.com. All guides