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Ticket Director FAQs

Yes, you can access agent settings by pressing the Settings button in the top right corner of the app. This will bring up a menu where you can customize agent info such as role, company, image and more. Additionally, you can customize notification preferences and ticket view.

Yes, agents can reuse previously provided solutions. Ticket Director allows agents to search for and apply solutions from past tickets. They can use the Solution Search feature to find relevant solutions and transfer them to new tickets, streamlining the process and improving response efficiency for recurring issues.

Yes, you can assign priority levels to tickets(e.g., High, Medium, Low) to help categorize and address tickets based on urgency.

Internal files are visible only to agents, while external files are accessible by customers and agents.

Closing a ticket marks it as resolved and removes it from the active ticket list.

Yes, you can track the time it takes to resolve a ticket within the Timelog tab.

Yes, you can add new types, topics, and subtopics when creating or editing a ticket. For more on how types work, please check out our Using Types article.

Pending: The ticket is created but has not been addressed by an agent yet.

Active: The ticket is being actively worked on by an agent, and efforts are being made to resolve the issue.

Hold: The ticket is temporarily paused, possibly due to pending information, resources, or external factors.

Closed: The issue has been resolved, and no further action is required. The ticket is marked as completed and archived.

Ticket Director is used to manage incoming tickets from customers and internal employees, while the Tickets app serves as a detailed viewer for tickets. 

The Ticket Director app is designed to manage incoming tickets for your organization. It helps track customer and internal inquiries, manage issues, and assign agents to resolve them.