Ticket Management | Voters

Ticket Management

Erdi

Create a ticket from the inbox manually and keep track of it.

December 27, 2019

zuser

Hi Team. 💖 I think its more of a mini crm / ticket tracking element so we don't need to toggle between ticketing platforms. Its quite common now for saas to have support management features on top of their unified inboxes. You may reference how myalice.ai puts a support infra on top of their unified inboxes

goddess.dixie

I can get multiple requests for the same issue via different channels. Emails, FB messages, etc. Regardless of how it's done, the ability to link multiple requests into a single issue and consolidate the responses would be a complete game changer. It would elimination duplication of efforts and keep requests from falling through the cracks. I'd like the ability to manually link, and I'd love for Juphy to recognize the names or email address of someone using multiple points of contact and ask me if I want to merge request or not.

Erdi

Hi alvier, pranav, and Perth Designil, I just want to make this feature clear to understand by our side. Question is; If you have all channels integrated Gmail or Custom Email, Social Channels, or any other channel. Why do you still need to create manual tickets? If you have received an issue other than those channels which I mentioned above, I think creating a ticket into TO DO board like Trello, Jira etc. would be more productive, Isn't it more effective instead of tracking it in Juphy? What exactly do you expect from this feature? If you can provide basic workflow with an example it'll be easier to understand by our product dev. team. Thank you.

Gary Elley

Erdi: One reason is so that (client) users can log into the ticket management area and use it as a dashboard for their interactions.

Woratana Perth Ngarmtrakulchol

Erdi: Hi Osman! While I can understand your point of view, I often ran into the fact that 1 user is not always 1 ticket. The user can have more than 1 tickets which would be a lot of easier if we have another view to manage the tickets.

At the moment, I just need to take it into the note section. But it's not always ideal.

Erdi

Woratana Perth Ngarmtrakulchol: Hmm, I think the most important think at this point, ability to merge multiple tickets which are came from different channels like Email, Facebook, twitter by Customer itself.. So in the future, you can also merge customer's emails and social media so you can create customer identitiy and send it to your CRM.

Even if the tickets opened by different customers ı guesss you need to merge all of those similar tickets into one main ticket to manage it, right?

Woratana Perth Ngarmtrakulchol

Erdi: Hi! The situation you mentioned is also equally important (one ticket conslidated from different channels). The case I mentioned is many tickets from 1 user (could be from 1+ channels).

So I guess what would be helpful here for the Juphy user is an ability to create and map tickets with the customer.

alvier

+1 from me

pranav

why this feature not included in this system. after Gmail and Custom Email integration. this feature is more useful

Perth Designil

I seconded this. This would be really helpful as sometimes many messages are related to the same ticket.