How to Manage or Categorize Tickets in Bulk

 

ProProfs Help Desk allows you to categorize multiple tickets based on their severity, stage, and nature with the help of predefined sections within your inbox. This allows you and your agents to handle more important tickets first. You can also move multiple tickets between inboxes so that the right agent can work on them instantly. Tickets can be categorized according to priority, labels, status, and inboxes.

 

For example, a company that provides IT support services can use this feature to prioritize important tickets and resolve them faster.

 

Benefits of managing tickets in bulk:

 

  • Faster resolution of customer issues: By categorizing tickets, companies can quickly identify and prioritize critical issues that require immediate attention.
  • Improved customer experience: Companies can improve customer satisfaction and loyalty by providing timely customer support through effective ticket management.
  • Better allocation of resources: By categorizing tickets, companies can allocate their resources more effectively and efficiently.

 

This article covers the following:

  1. Assigning or changing ticket priority
  2. Adding or removing ticket labels
  3. Changing ticket status
  4. Moving tickets to another inbox

 

How to Categorize Tickets in ProProfs Help Desk:

 

  1. Your Help Desk inbox displays all the categories at the top. These categories become active when you select one or more tickets.
  2. You can then assign different categories to the selected tickets based on their severity, stage, and nature with the help of predefined sections right within your inbox.
  3. Tickets can be categorized according to Priority, Labels, Status, and Inboxes.

 

Help Desk system inbox display

 

1. How to Assign or Change the Ticket Priority

 

Tickets can be of low, normal, or high priority, depending on the ticket's importance. "Normal" is the default priority. Select your priority from the "Priority" dropdown menu to assign or change a ticket's priority.

 

Note: A "High" priority ticket is indicated by a red flag, as highlighted in the screenshot below.

 

Ticket priority

 

2. How to Add or Remove Labels From Tickets

 

Note: Labels are similar to tags that can be used to categorize tickets. You can assign labels based on the nature of the issue or its topic. For instance, you can create labels like "Billing" or "Bug" and assign them to a ticket concerning an error message related to billing. These labels are displayed alongside the ticket preview, as shown in the screenshot below, allowing instant identification of the ticket's nature without the need to open it.

 

Ticket labels

 

To apply labels to specific tickets, follow these steps:

 

1. Select the tickets you want to label.
2. From the "Labels" dropdown menu, choose the appropriate label(s).
3. Click Apply.

 

Apply ticket labels

 

If you wish to create a new label, follow these steps:

  1. Click "Create New".
  2. In the resulting popup, provide a name for the label.
  3. Submit the label.

 

Create ticket label

 

Name ticket label

 

To edit or delete labels, follow these steps:

  1. Click Manage.
  2. Access additional label options to edit or delete the desired label.
  3. You can also create a new label by clicking "+New Label".

 

Manage ticket label

 

Edit or delete ticket label

 

3. How to Change the Status of Tickets

 

"Status" indicates the stage of a ticket, ranging from open to close. A ticket can have one of the following statuses: "New," "Open," "Pending," "Hold," "Sent," "Overdue, and "Closed." 

 

Please note that you can only choose the "Close" option from the "Status" dropdown menu.

 

Note: The "Status" dropdown is unavailable if you have "Custom Fields" enabled.

 

Ticket status

 

4. How to Move Tickets to Another Inbox

 

Simply click the "Inboxes" dropdown menu and select the inbox where you want to move the selected tickets. It’s done!

 

Move tickets between inboxes

 

And that's it! If you encounter any issues or have any questions, don't hesitate to reach out to our support team. 

 

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