Overview
Introducing Lucidya's Ticketing System — a powerful new addition to the Lucidya platform designed to take your customer support from first signal to final resolution. Starting with monitoring customer engagements through Social Listening, managing them across channels via OmniServe, and bringing it all to a close with the Ticketing System — every step of the journey is handled in one centralized workspace. Your team can create, assign, track, and resolve tickets with ease, while customers stay informed at every milestone and your managers maintain full visibility into team performance.
Here's how it works:
Ticket Creation: A support request comes in through OmniServe (from a social media, messaging, or email engagement) and is converted into a ticket. Internal tickets can also be created independently, without being linked to a customer engagement.
Ticket Assignment: The ticket is routed to the right team or agent — automatically based on template rules, or manually by a team leader or agent.
Status Tracking: Tickets move through four main statuses — Submitted, Pending, Ongoing, and Resolved — each with configurable sub-statuses. Customers are notified automatically via SMS or email whenever the status changes.
Ticket Resolution: Agents manage tickets from a shared inbox, update details, add internal notes, and move cases toward resolution.
Reporting and Analysis: Built-in dashboards give teams real-time visibility into resolution times, SLA compliance, and agent performance.
What's Inside
The Ticketing System is organized into three main sections:
Tickets — the day-to-day workspace where agents and team leaders create, view, assign, and resolve tickets across five tabs: My Tickets, Teams Assigned, Unassigned, Archived, and All Tickets.
Analytics — dashboards covering ticket volumes, SLA performance, and agent productivity, with export options for deeper reporting.
Configurations — where team leaders set up the building blocks of the system: ticket templates, custom fields, tags, teams, and user permissions.
OmniServe Integration: The Ticketing System connects directly with OmniServe, so agents can create and link tickets to customer engagements without leaving their inbox. Customer-facing tickets are always linked to an engagement, while internal tickets can be created standalone from any ticket view.
Permissions: The system has two roles — Team Leader and Agent. Team leaders have full access including Configurations. Agents can create and manage tickets, update statuses, add notes, and view analytics, but cannot access Configurations.
Customer Portal: When a ticket's status changes, customers receive an SMS or email with a link to their own portal — a simple, secure page where they can follow their ticket's progress in real time.
Why It Matters
One place for every case: All tickets are managed in a single shared workspace, giving the whole team a clear view of what's open, in progress, and resolved.
Consistent workflows: Ticket templates standardize how requests are handled — right fields, right team, right SLA — every time.
Customer transparency: Customers receive automatic updates when their ticket status changes, with a link to their Customer Portal to track progress.
Full accountability: Every action taken on a ticket is logged, assignments are tracked, and team leaders can monitor capacity across agents and teams.
Data-driven decisions: Analytics dashboards surface the metrics that matter — so managers can spot bottlenecks, measure performance, and continuously improve.