The Ticket Queue streamlines the ticket management process by providing a centralized platform for managing all customer queries and complaints. Handy features such as multiple filters, ticket selection, page view options, and bulk actions make it easy for you to handle large volumes of tickets efficiently.
Key Features
Holistic View
The Ticket Queue lists all the incoming tickets received through all the supported channels such as email, phone calls, and walk-ins. Identified by a unique number, all the important ticket details, such as subject, contact, creation date, channel, priority, status, and so on, are displayed for quick viewing.
You can update certain fields, such as Type, Status, and Priority, directly on this view. To work on a ticket, click the Ticket# or Subject of the ticket.
Also, you can use the Column Filter to customize and view key column metrics of a particular ticket.
Consolidated and Personalized Views
The viewing layout can be customized as per your requirement by using the Edit View tool. By default, the “All Ticket” view is displayed, showing all the support tickets registered in Service Cloud. Simply, click on the filter icon and select a viewing layout you wish to see.
Filtering Options
Filtering options enable you to search for specific tickets based on criteria such as date created, status, priority, channel, type, etc. Such tools can help you refine your search action. Click on the Filters tab to avail this feature.
You can create new filters via the Edit View Page panel and by clicking on New, you can create a new filter and save it.
Multiple Selection and Bulk Action
The Ticket Queue enables multiple ticket selection and thereby, enables you to perform bulk action on them. You can select multiple tickets to assign them to an agent or close them in bulk.
📋 Note: You’ll need to specify an appropriate reason if you are deciding to close a ticket. Once the reason has been added, the ticket will be closed and its status will be set to resolved.