Tickets Management

The Tickets module helps you track and resolve customer issues efficiently. Follow these steps to create and manage tickets in Socialone exactly as shown in your platform.

Overview links: Documentation Home · Settings Overview

Where to Find This

• Tickets in the sidebar.

Settings Quick Map

• Settings → Ticket Categories: required to categorize tickets.
• Settings → Custom Fields: define extra fields for ticket forms.
• Settings Overview

Tickets Dashboard Overview

In the Tickets dashboard, you can view the status of all tickets at a glance:

• Open: New tickets awaiting action.
• In Progress: Actively being worked on.
• Pending: Waiting on customer response.
• Resolved/Closed: Completed and archived.

How to Create a New Ticket

1. Navigate to the Tickets section from the left menu.
2. Click on the + Create Ticket button in the top-right corner of the Tickets dashboard.
3. In the Create New Ticket popup, fill out the required fields:
   • Title: Enter a clear and concise title for the ticket.
   • Description: Provide details about the issue or request.
   • Priority: Choose Low, Medium, High, or Urgent.
   • Category: Select the relevant category for the issue.
   • Tags: Add relevant tags to easily filter or search tickets later.
   • SLA Policy: Optional SLA target for response and resolution.
   • Custom Fields: Fill any required custom fields.
4. Scroll down to the Contact Information section.
   • Search for an existing contact or create a new one by entering the Contact Name, Email, and Phone Number.
5. Click Create Ticket to save.

How to Edit or Update Tickets

To update an existing ticket:

1. Locate the ticket in the Tickets list using the search bar or filters.
2. Click the Edit icon (pencil icon) under the Actions column.
3. Update the ticket details as needed, then click Save to apply changes.

Best Practices

• Always set clear titles and detailed descriptions to help your team understand the issue.
• Assign priority correctly to manage workload effectively.
• Keep the ticket statuses updated (Open, In Progress, Resolved) for better tracking.
• Use tags and categories to easily organize and filter tickets.

Common Blockers & Fixes

• Category list empty: add categories in Settings first.
• Assignee missing: invite team members and set permissions.
• Custom field required: fill all required custom fields before saving.

Next Steps

• Categories and Custom Fields
• Assigning & Resolving Tickets
• SLA Policies

Need Help?

If you have any questions about the Tickets module, please contact our support team for assistance.