Ticket List for Streamlined & Profitable Client Service

12-Oct 2021
Screen Shot 2021 03 18 at 3.24.16 pm
Nick Clark

If you’re new to Accelo, you're probably still learning about the many tools you can now implement in your business. One of these tools is Accelo’s Ticket List, a powerful and efficient solution for tracking your tickets and learning about your business. This article will teach you everything you need to know to understand and effectively use the Ticket List. 

What Is Ticket Tracking Software?

Ticket tracking software is a solution that allows your customer support staff to respond to and collaborate on issues from multiple channels. The ticket tracking software converts customer queries from channels like email, social media, phone, webchat, and SMS into tickets on a single, unified platform. This lets companies like yours achieve better resource allocation because the same customer support professionals can respond to queries across channels. 

Ticket tracking software can be called many things. You may have heard about this type of platform under names like:

  • ‌ITS
  • ‌Trouble ticket systems
  • ‌Support ticket systems
  • ‌Incident ticket systems
  • ‌Request management

‌ All of these names still refer to the same concept: an omnichannel platform that collects all customer queries in a single place. 

What are The Benefits of Using Ticketing Software?

Ticketing software can solve several common problems. With a true ticket tracking solution, you get the benefits of process automation. The system automatically manages ticket creation and handles simple tasks, so your team can focus on more important things. That saves time and effort for IT services.

You also get the benefit of a single source of truth. With all your tickets and customer support staff on the same platform, things don’t fall through the cracks. The software stores records of client interactions and staff actions, so you always have a clear view of what’s been done and what still needs to be completed. That keeps projects on time and on track in creative and design companies

You can even use ticket tracking software to let your staff collaborate. Your staff can access a team inbox, so they can work together to resolve client requests. That’s excellent for businesses focused on marketing or accounting

What is a Ticket List?

A ticket list is a collection of all the tickets that meet a specific set of filtering criteria. You can choose to filter based on no criteria to see all the tickets currently in the system, or you can filter based on ticket attributes like “Recently Created” and “Unassigned.”

‌The Ticket List is an essential method of understanding your current ticket status. Once you've filtered your tickets, you can sort them to see them in your preferred order based on their status, due date, age, or subject. As a result, your staff can always prioritize the tickets that they consider most important. 

How Do I View My Ticket List?

Please note that we're using the term “Tickets” in our examples. In your deployment, you might have used Accelo's customization to rename “Tickets” as Issues or Support Calls.

Viewing your Ticket List is easy. You can access the product with two clicks. 

  1. Navigate to Tickets by clicking the Left Hand Side Menu.
  2. Select Tickets.

What Information Can I Find in My Ticket List?

You can use your Ticket List to discover all sorts of information. For example, under the list view, you can find items like:

  • Export:  Click the Export button, and you will receive your current list in CSV format.

  • Configure: This will pop up a window that will allow you to edit your Filters and Columns for your Custom List view.

  • Edit List: This will display a list of options to change the standard view of your list from Large, Medium, and Small. This will also allow you to edit details of your current list view that is not Standard. More details on this are in the Filters section.

  • List Options: A drop-down will appear for your current Custom Product List of all the Standard, Shared, and My List views.

  • List columns:

    Below are some examples of what the Ticket columns relate to. 
    • Ticket ID: The number is automatically applied to each Ticket to give it a unique identifier.
    • Ticket Title: The title of the Ticket.
    • Ticket Assignee: The name of the user assigned to the Ticket.
    • Ticket Last Contact Date: The number of days since the client was contacted regarding the Ticket.
    • Ticket Budget Value: The amount of time budgeted to complete the Ticket. Learn more about Ticket Budgets.
    • Status: The current status of the Ticket.
    • Ticket Due Date: The due date of the Ticket.
    • Ticket Priority: The priority assigned to the Ticket. 

Status updating from the list view. If you've configured your list to display the Ticket Status you can click the Status and edit to a different available status directly from the list. 

Please note if the new Status has actions within that progression for example resolution details you will be redirected to the Ticket progression flow to enter these details

How Do I Export My Ticket List?

You can export your tickets quickly with the Export button at the top of the list view. 

Export the results into a spreadsheet in order to use comprehensive Company information to create reports. At the top right of your Ticket List, there will be an Export option.

Once Export has been clicked a pop-up will confirm which email address your Export will be sent to. Navigate to the email address entered, and click on the link in the received email to download your CSV Export.

Once the export is complete, you will receive a notification that you can open the file. 

Ticket List Use Cases

Ticket Lists are a helpful tool in a variety of situations. For example, if you want to monitor the state of your open tasks, you can use your Ticket List. You can easily export all open tasks into a single spreadsheet. Then, you can use that information to study what kinds of tickets are most common and which remain open the longest. 

You can also use your Ticket Lists to export based on “Last Contact.” Suppose you’re concerned about tickets being ignored. In that case, you can use these exported Ticket Lists to report on the issues receiving the least attention and the clients who haven’t been contacted recently. 

You can even use Ticket Lists to determine which staff are most effective at closing tickets. Simply sort the Ticket List based on assigned staff members and status to determine which team members are most efficient. 

Conclusion - Ticket Lists Are Essential

A Ticket List is a simple but essential solution to keep track of your customer queries. With Accelo’s issue tracking platform, you can help your team collaborate, encourage faster resolution times, and monitor ticket statuses from every channel all in one place.

If you’re ready to streamline customer support and ticket management, you need an issue tracking system. You can sign up for your free, no-commitment trial of Accelo’s client work management platform today. Take advantage of this free trial and see for yourself how an excellent Ticket List and tracking solution can impact your business. 

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