Ticketing
Create, Manage, and Resolve in One Place
13 articles
- Introduction to the Ticketing SystemAn overview of Lucidya's Ticketing System — what it is, how it works, and how it connects customer interactions from OmniServe into structured, trackable support tickets.
- Introduction to the Ticketing System – FAQsCommon questions about the Ticketing System, its relationship to OmniServe, and how to get started.
- Ticket Views — Listing & DetailsLearn how to navigate the ticket list view, apply filters, and access the full details of an individual ticket — including its history, assignee, and linked conversations.
- Ticket Views — Listing & Details (FAQs)Answers to common questions about filtering, sorting, and reading ticket details in the Ticketing System.
- Ticket ActionsA guide to all available actions on a ticket — updating status, reassigning, adding notes, merging, and other operations agents and admins can perform from the ticket view.
- Ticket Actions (FAQs)Common questions about which ticket actions are available, who can perform them, and how they affect ticket status and history.
- Ticketing ConfigurationsA reference for admins on configuring the Ticketing System — setting up categories, priorities, SLA rules, assignment logic, and other system-wide settings.
- Ticketing Configurations (FAQs)Frequently asked questions about ticketing configuration options, default settings, and how changes affect active tickets and agent workflows.
- Ticketing System: Customer PortalAn overview of the Customer Portal — how customers can submit, track, and follow up on their support tickets without going through a live agent.
- Ticketing System: Customer Portal (FAQs)Common questions about Customer Portal access, ticket submission, status visibility, and how the portal connects to the Ticketing System.
- Ticketing AnalyticsAn overview of the analytics available in the Ticketing System — key metrics, available reports, and how to use data to monitor resolution times, team workload, and SLA compliance.
- Ticketing Analytics (FAQs)Frequently asked questions about ticketing reports, metric definitions, data scope, and how analytics data is calculated.
- How to Create and Manage Automation WorkflowsA guide to building and managing rule-based workflows in Ticketing. How to create workflows from scratch or templates, configure triggers, conditions, and webhook actions, and monitor run history and activity…