Ticketing
Create, Manage, and Resolve in One Place
12 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.