In addition to the Mekari Qontak website, ticket management can also be done through the mobile application. You can set ticket priorities based on the urgency of the issue directly from your mobile device. In the following section, you will learn how to create, edit, duplicate, and delete tickets through Qontak Mobile.
A. How to Create a Ticket
Enter your Qontak Mobile account.
Then select the “Other” menu.
Next, tap the Ticket submenu.
After that, tap the “add” icon as shown in the following display.
Then, fill in the following fields.
No |
Feature Name |
Explanation |
1 |
Ticket Name | Field to enter the ticket name. |
2 |
Description | Field to enter the ticket description. |
3 |
Ticket Stage | Select the stage where this ticket belongs: New, Assigned, In Progress, or Done. |
4 |
Assignee | Choose the Agent you assign to handle the issue on this ticket. |
5 |
Ticket Priority | Select the priority or urgency level of the issue: Low, Medium, High, or Critical. |
6 |
Source | Choose the source of the issue: Call, Email, Chat, Other, or Multichannel WhatsApp. |
7 |
Due Date | Set the due date for when this ticket must be resolved. |
8 |
SomeDate [Custom Field] | Custom fields can be added to tickets through the Properties – Tickets menu. As an illustration, the image above shows an example of an added field called SomeDate. |
No |
Feature Name |
Explanation |
1 |
Contact Association | Select the name of the client contact who is experiencing the issue on this ticket. |
2 |
Company Association | Select the client’s company related to this ticket. |
3 |
Product Association | Choose which product the client is having an issue with on this ticket. |
4 |
Task Association | Select the related task associated with the client’s issue on this ticket. |
Once all the data has been filled in, click “Save.”
The ticket you created will then appear on the following screen.
B. How to Edit a Ticket
- Tap the three-dot icon on one of the tickets that has been created, then select “Edit ticket.”
- Update the ticket information as needed. Once all the data is correct, tap “Save.”
C. How to Duplicate a Ticket
- Tap the three-dot icon on one of the existing tickets, then select “Duplicate ticket.”
- A confirmation pop-up will appear. Tap “Duplicate” to proceed.
The duplicated ticket will then be displayed with the label “copy” next to the ticket name.
D. How to Delete a Ticket
- Tap the three-dot icon on one of the existing tickets, then select “Delete ticket.”
- A confirmation pop-up will appear. Tap “Delete” to proceed.