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How to manage ticket status?

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The ticket status feature in RepairDesk allows you to manage and track the progress of your repair orders. It helps you stay organized and informed about the current status of each ticket, ensuring efficient workflow and customer satisfaction. In this article, we will explain how to configure and customize ticket statuses in RepairDesk.

Enabling/Disabling Ticket Status

By default, RepairDesk comes with a set of ticket statuses. However, there might be instances where you want to change these statuses or add new ones according to your business needs. Follow the steps below to enable or disable ticket statuses:
  1. Go to Settings and select Order Status > Ticket Status. Here, you will find a list of all existing ticket statuses.
  2. Under the Status column against each ticket status, click on the toggle button to enable or disable it.

Setting Default Ticket Status

You can set a default ticket status that will be automatically applied whenever a new ticket is created. This ensures consistency and saves time by eliminating the need to manually assign a status to each ticket. Follow the steps below to set a default ticket status:
  1. Within the Ticket Status page, locate the ticket status you wish to set as the default.
  2. Click on the three dots button against the desired ticket status and select Set as Default.

Creating/Editing Ticket Status

RepairDesk allows you to edit or delete ticket statuses other than the default ones that come with the system. You have the flexibility to customize the names, types, and colors of ticket statuses to better suit your business requirements. To perform these actions, follow the steps below:
  1. Within the Ticket Status page, click on 'Create New Ticket'. In case of editing, click on the three dots button against the ticket status you want to modify and click edit icon.
  2. In this window, you can modify or create the name, type, or color of the ticket status.
Here, you'll have the below mentioned items;
Status: The status of the ticket.
Type: The type of record, such as "Open", "Closed", "On Hold", "Cancelled", "Warranty Repair" or "Pending Estimate".
Workflow: The workflow has dropdown with items; "Ticket Closed" and "Pending Estimate"
Color: At last you can select any color for the particular ticket.
Then you'll have a toggle button for notifications, if you turn it on, you'll have advanced notification settings with following fields;
Select Template: Opens a dropdown where you can select a template for the record.
Email Subject: Enters the subject of the email that will be sent when the record is created.
Description: Enters a description of the record.
Email Content: Enters the body of the email that will be sent when the record is created.
Send Email Automatically: Check this box to send the email automatically when the record is created.
Hide Email Content: Check this box to hide the email content from the user.
Send SMS Automatically: Check this box to send an SMS message automatically when the record is created.
Then we'll have following Macros:
{repair_category}: Inserts the repair category of the record.
{RECIP_TEL}: Inserts the recipient's phone number.
{Device}: Inserts the device name of the record.
{Device Name}: Inserts the device name of the record.
{REOP_NAME}: Inserts the repair person's name of the record.
{recip}: Inserts the recipient's name of the record.
{productname}: Inserts the product name of the record.
{DueOn}: Inserts the due date of the record.
{store_name}: Inserts the store name of the record.
{customer mobile}: Inserts the customer's mobile phone number of the record.
{customer name}: Inserts the customer's name of the record.
{payment button}: Inserts a payment button in the email.
{store_mail(store_address)}: Inserts the store's email address and address in the email.

Creating New Workflows

  • Users can create a new workflow by typing in the workflow name and clicking on the "Add as new workflow" button.
  • This allows users to customize their ticket statuses based on their specific business needs.

Filtering Ticket Statuses

  • Users can apply advanced filters on the ticket status page to narrow down their search.
  • By selecting specific types and workflows, users can quickly find the desired ticket statuses.

Managing Ticket Types and Workflows

  • The "Manage Ticket Types" section displays the types and workflows associated with the statuses.
  • Users have the option to update custom ticket types according to their requirements.
  • This flexibility allows users to categorize tickets accurately and efficiently.

Email Notifications


In the past, users had limited options for setting email templates. They could only do so from the "Emails and Notification" section. This meant that they had to create separate templates for customer emails and in-house emails.

Previously, users had to choose the module and then select the status when creating an email template. However, with the new Ticket Status feature, users can now conveniently associate emails and SMS directly with the status while editing or creating the status. This eliminates the need for additional steps and streamlines the process.The recent updates to email templates have addressed these limitations.

Benefits:

The new feature offer a number of benefits, including:

  • Increased efficiency: Agents can save time by automating the sending of emails and SMS for different ticket statuses. This allows them to focus on more complex tasks.

  • Improved consistency: Customers will receive the same emails and SMS for the same ticket status, regardless of which agent is working on their ticket. This leads to a more consistent and professional customer experience.

  • Increased personalization: Agents can easily personalize emails and SMS for each customer. This makes customers feel more valued and improves their overall satisfaction.

Seamless and efficient workflows

It empowers users to create a seamless and efficient workflow. For example, a user could set up the following workflow:

  1. When a ticket is opened, the customer receives an email notification with a brief overview of the issue and the next steps.

  2. When the ticket is assigned to an agent, the agent receives an email notification with more detailed information about the issue.

  3. When the agent resolves the ticket, the customer receives an email notification with a summary of the resolution and instructions on how to test the resolution.

  4. If the customer is not satisfied with the resolution, they can reply to the email to reopen the ticket.

This workflow ensures that the customer and the agent are always informed about the status of the ticket and that the customer has all the information they need to resolve the issue.


Contact Support

If you have any questions or require further assistance, please visit our website atwww.repairdesk.co or email us at [email protected]. Our support team is ready to help you with any queries or concerns you may have.

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