Guidelines for Ticket Configurations Thank You

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Few of the questions asked during the webinar:
faq

The ticket visibility settings can be applied and controlled as system-level settings and would be applicable for all the agents. If the administrator wishes to inherit these settings at the campaign level he/she can apply the same or can change for a particular queue/campaign.

 Let’s say for an external state there are multiple tickets that are mapped and agents are using the external state while working on tickets. If the admin tries to delete that very particular external state, then the system gives prompts for any dependent configurations related to the external states or tickets associated with the state. The admin can delete/retain the external state accordingly after taking the appropriate actions. 

Yes, the data is visible in the Interaction Details Report. The report is available by default in the system and is dynamic in nature, so the applicable custom fields are visible in the reports as well.

Once the settings for custom ticket id pattern is enabled by the administrator, from that moment onwards, every new ticket created in the system will have custom ticket IDs.This change will not affect the existing tickets – neither on dashboards nor in reports.

Ameyo administrators can create custom fields and allow them to be used in certain queues. The custom fields can be created as per the business requirements and can be of various types such as type of issue, gender, location, age, etc.