Tickets Guide
This guide explains how to use the WhatsApp Tickets module to track, manage, and resolve issues raised from WhatsApp chats in a structured way. Each ticket represents a specific concern or request raised by a user and ensures accountability, follow-ups, and resolution tracking.
🌐 Overview
The Tickets module enables centralized issue tracking for WhatsApp support teams. It provides a structured workspace to:
- Track and manage issues raised from WhatsApp conversations
- Assign ownership and accountability for queries
- Monitor ticket status progression (Open, Pending, Resolved, Closed)
- Maintain contextual visibility of related WhatsApp conversations
- Collaborate through internal comments and notes
Authorized users with ticket management permissions can access the Tickets module.
🧭 Tickets Layout
The Tickets screen is divided into three main sections:
- Sidebar Navigation
- Ticket Overview Summary
- Tickets Management Panel
📂 Sidebar Navigation
The left sidebar provides access to WhatsApp-related modules:
- Dashboard
- Templates
- Broadcasts
- Support Chat
- No-Reply Chat
- Tickets
- Queries
- Tags List
- Settings
- Chatbot
Use this navigation to quickly switch between WhatsApp modules.
📊 Ticket Overview Summary
At the top of the page, summary cards provide a quick snapshot of ticket status:
Status Cards
- Open Tickets – Tickets that require action
- Resolved Tickets – Tickets marked as resolved
- Pending Tickets – Tickets awaiting further input or action
- Closed Tickets – Tickets that are completed and closed
These metrics help teams quickly assess workload and progress at a glance.
📋 Tickets List Table
The main table displays all tickets with comprehensive information:
| Column | Description |
|---|---|
| Ticket ID | Unique identifier for the ticket |
| Assigned To | User responsible for resolving the ticket |
| Raised On | Date and time when the ticket was created |
| Raised By | User who raised the ticket |
| Resolved By | User who resolved the ticket (if applicable) |
| Updated On | Last updated timestamp |
| Contact | User contact number |
| Status | Current ticket status (Open, Resolved, Pending, Closed) |
| Tags | Category or label associated with the ticket |
| Description | Brief summary of the issue |
| Action | Available actions for the ticket |
🔍 Search & Filters
Search Capabilities
- Search tickets using keywords
- Filter tickets by status
- Filter tickets by time range (e.g., All Time)
- Quick access to specific tickets
This functionality helps quickly locate and organize tickets based on various criteria.
⚡ Ticket Actions
From the Action menu (three dots), you can perform the following operations:
Available Actions
- View – Open detailed ticket information
- Comments – View or add internal/external comments
- Edit – Modify ticket details and properties
- Open – Reopen a resolved ticket
- Delete – Remove the ticket (if permitted)
🎫 Ticket Details View
When you open a ticket, the Ticket Details screen displays comprehensive information:
Ticket Information
- Ticket ID – Unique identifier
- Raised by and Raised date – Creator and timestamp
- User contact information – Contact details
- Ticket status – Current state
- Ticket description – Detailed issue summary
- Related WhatsApp chat messages – Conversation context
This view provides complete context for effective issue resolution.
💬 Selected Chat Section
The Selected Chat panel shows:
- The WhatsApp conversation related to the ticket
- Messages exchanged between the user and support team
- Timestamps for each message
- Full conversation history
This integration helps agents understand the complete context without switching between modules.
💭 Comments System
The Comments section enables collaborative ticket management:
Features
- Add internal or public comments
- Track resolution notes and progress
- Collaborate with other team members
- Timestamped comments with author attribution
Comments provide an audit trail and facilitate team coordination.
📌 Ticket Status Lifecycle
Tickets progress through a defined lifecycle to ensure proper tracking:
| Status | Description |
|---|---|
| Open | Newly created or reopened ticket requiring action |
| Pending | Waiting for user or internal response |
| Resolved | Issue addressed and solution provided |
| Closed | Ticket finalized and archived |
Status changes help track progress and maintain accountability throughout the resolution process.
🧪 Step-by-Step Workflows
🎫 Managing Tickets Efficiently
- Open Tickets module
- Review Overview Summary for workload assessment
- Filter tickets by status or time range
- Select a ticket from the list
- Review Ticket Details and Selected Chat
- Add comments as needed
- Update status based on progress
- Close ticket when resolved
📝 Adding Comments
- Open the target ticket
- Navigate to Comments section
- Choose internal or public comment type
- Write detailed comment
- Save comment
- Update ticket status if needed
✅ Best Practices
Ticket Management
- Always add a clear description when raising tickets
- Use appropriate tags for better categorization
- Update ticket status promptly after taking action
- Add comments when resolving tickets for clarity and documentation
Team Collaboration
- Use internal comments for team coordination
- Maintain public comments for user communication
- Keep ticket descriptions specific and actionable
- Regular review of pending tickets to prevent delays
❓ Frequently Asked Questions (FAQ)
1. Who can access the Tickets module?
2. How are tickets created?
3. Can I reopen a resolved ticket?
4. What's the difference between internal and public comments?
5. How do I track ticket resolution time?
📌 Summary
The Tickets module helps you:
- Track and manage issues raised from WhatsApp conversations systematically
- Assign ownership and ensure accountability for user queries
- Monitor progress through structured status lifecycle
- Collaborate effectively with team members through comments
- Maintain context by linking tickets to original WhatsApp conversations
Use it daily to ensure no user concern goes unresolved and maintain high-quality support standards.