Ensure customer satisfaction by tracking all actions related to a ticket in one place, to create transparency and accountability.

Each ticket includes fields that help describe what the ticket is about, who is working on the ticket, what stage the ticket is in, what the expected resolution time is, and other ticket metadata.

These fields help your team track the activity throughout the resolution process.

Consider creating specific roles for users who are working with tickets. For example, frontline staff can update tickets, but only managers can close tickets.

Creating a Ticket

The platform supports these methods for ticket creation:

• Automatic – Tickets are generated according to configuration rules or integration (phone call, email, letter).
• Manual – Tap the plus icon in the Reputation Mobile App under the Actions tab.
• Manual – Click the Create Ticket button from the Actions Dashboard.
  

Updating a Ticket

Because multiple people may touch a ticket, it’s important to accurately provide progress updates in the ticket notes. Anytime a ticket is updated, the activity is automatically logged under the History tab, which helps you understand the full life-cycle of the ticket by reviewing who took each action and when.

To apply bulk updates to tickets, use the checkboxes on the Actions Dashboard.

Changing Ticket Status

The Info tab on the Ticket Detail includes Queue, Stage, Tags, Root Causes, and Ticket Type (if any).

To change ticket status:

1. From the Actions Dashboard, click a ticket to open the detail.
2. On the Info tab, update the Queue, Stage, Tags, Root Causes, or custom fields. You can also upload attachments as needed.
   

Hover over a ticket in the Actions Dashboard to activate the quick actions menu to assign queues, change stages, and postpone tickets.

Adding Ticket Notes

The Notes tab on the Ticket Detail allows you to collaborate internally with your team. Notes are not visible to customers.

To add ticket notes:

1. From the Actions Dashboard, click a ticket to open the detail.
2. On the Notes tab, add a note to reflect the latest action.
   

You can also add notes to a ticket from your inbox when you reply to an automated message that was generated by a “New Ticket” or “Ticket Updated” notification.

Forwarding Tickets

Forwarding a ticket allows you to send the ticket details to other users via email.

To forward a ticket:

1. From the Actions Dashboard, click a ticket to open the detail.
2. Click the […] button, and click Forward.
   
3. Enter the recipient(s)’s email address(es), platform username, or a platform role, subject, and message.
4. Include the review, history, and/or comments in your email.
   
5. Click Forward.

The ticket details will be sent via email to all recipients.

Changing the Due Date

Postponing a ticket allows you to set a new due date for the ticket.

To postpone a ticket:

1. From the Actions Dashboard, click a ticket to open the detail.
2. Click the […] button, and click Postpone.
   
3. Enter the number of hours, days, weeks, or months to postpone the ticket by.
4. Click Set Due Date.
   

Closing Tickets

When a resolution was provided and accepted, click the Close button to add an item to the log and automatically set the ticket Stage to Closed. If you’d like to provide an explanation (closing reason, comments, root cause), click Explain & Close.

Using Ticket Alerts

Ticket email, mobile push notification, and platform notification tray alerts are available to trigger each time a ticket is created and/or one of these fields is updated:

• Escalation
• Stages
• Queues
• Tags
• Comments
• Attachment (added/removed)