Ticketing is a system functionality that enables the store user to issue tickets for missing or damaged elements in the store, re-order them, communicate floor plan mismatching or digital media issues, and report on general store maintenance.

• At the admin level, all tickets are consolidated under the Tickets tab.
• Tickets can be filtered by type and by status, or you can search for a ticket.
• You can also filter and show tickets based on last response user group (for example show all tickets where last response is by store or where last response is by Admin)
• System admin can Resolve, Close, Delete and Re-open a ticket.
• - Yellow exclamation mark in front of a ticket means the user have not seen this ticket or there is new message in the ticket.
• Under Subject column, the system lists Ticket Type and Escalation Level of this type and the Ticket Subject.

Administrators can close multiple tickets at a time by checking the box in front of the tickets and then clicking on the Close Selected button on top. Please note that this button is visible only if at least one ticket is selected.

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Configure (Ticketing)

In order to configure the ticketing system, Email Routing and General Maintenance have to be populated.

Ticket Types

To create custom ticket types, follow these steps:

• Click on Tickets
• Click on gears icon
• Click Ticket Types
• Click on New Item
• Type English and French name
• Choose Routing
• Enter email of third party person to receive Bcc if applicable
• Enter number of days after last ticket activity to automatically close ticket
• Enter message that will appear when ticket is closed
• Click Save

Change Ticket Category

If store submits ticket in a wrong category you can change ticket category at the admin level.

To change ticket category:

• Click on a ticket and in a ticket header click on category name
• Box will change to dropdown option
• Select new ticket category
• Click Save on bottom of the page

Message

To post automatic reply to new ticket:

• Click on the Tickets tab
• Click on the Configure button
• Click on the Message tab
• Type in English and French Message
• Select either Post Ticket or Send Email
• Click Save

Sample Message:

Thank you for reporting the issue, due to an increased volume of tickets there will 
be a delay in answering your ticket.

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Report Compliance

Store compliance is a two-step process:

• Items Shipped: store reports that all merchandising items have been received
• Items Displayed: store reports the collateral has been displayed

Displayed collateral compliance is shown as icons on the store home page.

From		To	Icon
0%	-	75%		RED exclamation mark
76%	-	84%		YELLOW exclamation mark
85%	-	99%		GREEN exclamation mark
100%				GREEN checkmark

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Closing a ticket – Admin

To close ticket:

• Click Tickets
• Click on ticket you want to close
• Click on Close Ticket button
• Click on Update button

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Post Messages (Tracking Numbers)

This feature allows you to:

1. Post message to multiple tickets
2. Resolve or close multiple tickets
3. Add tracking number to multiple tickets

While on Tickets page click on Post Msg button. This will open pop-up to:

• Enter tickets message
• Browse for file (CSV file containing ticket#,tracking#)
• Select Carrier from drop-down
• Choose new ticket status to change to

CSV File Format:

U4324,34534634536
U3244,34653465464
U4235,58675686786

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Ticket Folders

You can organize tickets in the folders (Similar to outlook). To assign ticket to folder first you have to create folders.

Create Folders

To create folders:

• Click on Tickets
• Click on Configure
• Click on Folders sub-tab
• Click on New Item button
• Type in English and French folder name and description
• Make sure it is set to Enabled
• Click Save

Assign Ticket to Folder(s)

By default tickets are not assigned to any folder. To assign specific ticket to folder(s):

• Click on Tickets
• Click on specific ticket
• Scroll to bottom and under Move to Folder dropdown choose folder(s) you want to move this ticket to.
• Click Save

Assign Multiple Tickets to Folder

By default tickets are not assigned to any folder. To assign specific tickets to folder:

• Click on Tickets
• Select tickets you want to assign to folder by clicking on check-box in front of the tickets
• Click on Add to folder
• Select Folder name from dropdown

See all Tickets in Specific Folder

To see all tickets in the specific folder:

• Click on Tickets
• Click on Folder icon on top left
• This will open folders list and their description under folder name
• Number of tickets assigned to folder is at the end of the folder name

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Assign Multiple Tickets to User

This allows user to select multiple tickets and assign them to specific user. To assign multiple tickets to user:

• Click on Tickets
• Select tickets you want to assign to user by clicking on check-box
• On the top left side click on User+ icon and select user to assign tickets to