Want to understand how the ticketing system works and the value it brings to your team and customers? Here are answers to some of the most frequently asked questions.
What is Lucidya’s Ticketing System and what is its purpose?
The Ticketing System is a centralized addition to the Lucidya platform that enables support teams to create, assign, track, and resolve support requests within a single workspace. It integrates with Social Listening and Omnichannel Support to cover the complete customer journey — from the first customer signal to final resolution.
How are tickets created in the system?
Tickets can be created in two ways:
Automatically from incoming customer interactions through Omnichannel Support across social media platforms, messaging applications, or email.
Manually as standalone internal tickets that are not linked to a customer interaction.
What are the main ticket statuses in the system?
Tickets move through four main statuses:
Submitted
Pending
In Progress
Resolved
Each status can include customizable sub-statuses, and customers receive automatic notifications via SMS or email whenever the ticket status changes.
What is the difference between the Team Leader and Agent roles in the system?
Team Leaders have full access, including the Settings section where they can configure templates, custom fields, tags, teams, and permissions.
Agents can create and manage tickets, update statuses, add notes, and view analytics, but they do not have access to system settings.
How can customers track the status of their tickets?
Whenever a ticket status changes, customers receive a notification via SMS or email containing a link to the Customer Portal — a simple and secure page where they can track ticket progress in real time.
Have more questions? Browse the Help Center articles or contact the support team for additional assistance.