Ticket Timeline View
The Timeline view provides an overview of the tickets received from a customer over the recent past. It will fetch the tickets received from the contact and presents them in chronological order.
Advantages of using Timeline View
- Your agents can know whether the customer is new or returning.
- You can drive targeted engagement by assigning the ticket to an agent who has handled the customer on previous occasions.
- Determine your customer's frame of mind by looking at their rating on previous tickets.
- You can understand the context of the current ticket by looking at the solutions offered previously.
- You can merge the customer tickets with the same product or service related issue.
To view the timeline of a ticket
- In the Tickets module, open the desired ticket.
- Click the Timeline icon (
) in the left side bar..
- The timeline will display the Subject, Ticket Owner, and Status of the tickets received from the customer. If there are no prior tickets, the timeline will display the current ticket.
To merge tickets in the timeline
- In the Tickets module, open the desired ticket.
- Click the Timeline icon (
) in the left side bar.
- Check the tickets you want to merge in the timeline.
- Click Merge at the bottom of the timeline.
- Select the required fields from the respective tickets.
The selected fields and its associated data will be retained in the Master Ticket. - Click Merge.
Points to remember while merging Tickets
- You cannot merge more than five tickets at a time.
- The ticket that was first created in your help desk is considered as the master ticket. You can also specify the master ticket by their Ticket Id.
- The master ticket will save the date and time of its creation besides other read-only or hidden field values.
- The values that are selected amongst the tickets will be merged into the master ticket.
- All the records associated with the other tickets, including attachments, activities, products, etc., will be added to the master ticket.
- You cannot undo or revert a ticket merge.
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