# BizMagnets Ticketing

## **Key Features for Ticketing** 

1. **Creating Tickets**: When a customer reaches out via WhatsApp, their query can automatically be converted into a ticket. This ticket includes essential details such as customer name, phone number, query details and timestamp.
2. **Assigning Tickets**: Tickets can be assigned to specific support agents or teams based on: Department (e.g., Sales, Support, Technical), Priority (High, Medium, Low), and Agent Availability.
3. **Managing Tickets**: Support teams can update ticket statuses (Open, In Progress, Resolved, Closed), add notes or updates for internal tracking and respond to customer queries directly from the WhatsApp interface.
4. **Automating Ticket Responses**: With automation, businesses can send acknowledgment messages when a ticket is created, provide updates about ticket progress (e.g., "Your query is being reviewed") and share resolutions or follow-ups automatically once the issue is resolved.
5. **Tracking and Reporting**: A dashboard can provide insights such as number of open/closed tickets, average resolution time and customer satisfaction ratings.

## Ticketing Dashboard

The Ticketing Dashboard in BizMagnets provides a centralized view of your customer support operations, giving insights into ticket statuses, priorities, and team performance.

<figure><img src="/files/FqCI4QXsS7haDmA8mcPX" alt=""><figcaption></figcaption></figure>

### &#x20;Key Metrics:

* **Total Tickets**: Denotes the total number of tickets across all statuses.
* **Open Tickets**: Displays the total number of unresolved tickets that are currently active.
* **Pending Tickets**: Represents tickets that are awaiting further action or response.&#x20;
* **Closed Tickets**: Indicates the total number of tickets that have been resolved.
* **Unassigned Tickets**: Shows tickets that have not been assigned to any team member or department.

<figure><img src="/files/iiHQvDUiUI68m0uUjjhc" alt=""><figcaption></figcaption></figure>

### **Tickets Created by Priority**:

A bar chart categorizing tickets based on their priority levels:

* **Urgent**: Red bars.
* **High**: Yellow bars.
* **Medium**: Blue bars.
* **Low**: Green bars.\
  The chart shows trends over the past few days, helping you understand which priority levels dominate during specific dates.

<figure><img src="/files/ZjFBdMiTVyqaoZI3YNqp" alt=""><figcaption></figcaption></figure>

### **New Tickets vs Closed Tickets**:

A line graph comparing the number of new tickets opened and tickets closed each day:

* **Blue dots**: Represent open tickets.
* **Green dots**: Represent closed tickets.\
  This graph provides insights into how efficiently your team is resolving issues.

<figure><img src="/files/JH4zm8pGSXDtKpIcyHKv" alt=""><figcaption></figcaption></figure>

### Filters and Controls:

* **Type, Members and All Teams**:\
  Allow filtering of tickets by specific ticket types, assigned team members and teams.

<div><figure><img src="/files/cCBbnt3Qged609R69dsa" alt=""><figcaption></figcaption></figure> <figure><img src="/files/HxsdcOZp2dkfV5sr8mif" alt=""><figcaption></figcaption></figure></div>

* **Date Range Selector**:\
  Provides the ability to view data for a custom date range.&#x20;

## **Benefits of WhatsApp Ticketing**:

* Real-time communication with customers.
* Personalized support experience.
* Reduced response and resolution time.
* Increased customer satisfaction and loyalty.

With BizMagnets, you can streamline ticket management and integrate workflows directly with WhatsApp for better efficiency and enhanced customer support.


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