How To Govern Tickets Using KTern.AI's Ticket Center?
The KTern.AI Ticket Center is a robust tool designed to help users manage and oversee all aspects of support requests, bug reports, and enhancement/feature requests. This guide is intended for users who need to effectively govern tickets to ensure timely resolution, proper prioritization, and clear communication across teams.
Prerequisites
- Ensure you are logged in and have access to the Project Launchpad and the Ticket Center.
- Familiarize yourself with ticket classifications like bugs, feature requests, and support queries to categorize issues effectively.
- Ensure you know who is responsible for handling specific types of tickets within your organization.
1. Accessing the Ticket Center
- After successfully logging in to KTern.AI, you will be directed to the Project Launchpad. Click on the user profile icon in the top right corner and select "Ticket Center" from the dropdown.
2. Monitoring Ticket Status
- By default, you'll land on the "My Tickets" tab, where you can view and edit the list of tickets you've created. In the "Organization Tickets" tab, you can view the list of all tickets created both within and outside the organization, along with their complete details.
- Once in the Ticket Center, you can view the ticket counts categorized by their status (New, Active, Completed, Closed).
- Use tabs like ‘New’, ‘Active’, ‘Completed’, and ‘Closed’ to quickly access tickets based on their current status.
3. Filtering Tickets
- Use filters to refine your search by Title, Raised By (Name), Raised On, Raised By (Email), Status, Classification (Bug, Enhancement, Feature Request, Others, Support), Priority (Critical, High, Medium, Low), CS Executive, Planned Response Date, Release Date, Tags (Planned For Roadmap, Release Successful, Temporarily Solved), Project Name, Actual Response Date, Account.
- Customize the view by showing or hiding columns based on what’s necessary for your workflow.
4. Reviewing and Assigning Tickets
- Click on the "i" icon to view detailed information about a ticket, including its status tracker, assigned Customer Success Executive, Estimated Time of Completion, and Description.
- Ensure new tickets are assigned to the appropriate team members promptly. Prioritize tickets based on their urgency and due dates.
6. Communication and Updates
- Use the comment section within the ticket details to communicate with the Customer Success Executive or the ticket raiser.
- Receive email notifications for every update made to a ticket, ensuring you stay informed of progress.
- Ensure the description is detailed and up-to-date to maintain clear communication regarding the ticket’s progress.
7. Review and Close Tickets
- If a ticket is marked as ‘Completed’ or ‘Closed’, review it to ensure all your issues have been addressed satisfactorily.
- Once the ticket is resolved, it will be moved to the 'Completed' tab. After a final review, it will then be marked as 'Closed'.
8. Additional Monitoring and Adjustments
- If KTern allows, save your commonly used filter combinations for quick access in the future. This saves time and ensures consistency in ticket management.
- Regularly monitor and adjust your filtering criteria to focus on different aspects of ticket management.
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