Tickers User Manual

This manual is a simple guide that shows you, step by step, how to use Survey Hub’s Ticketing (Closing-the-Loop) features. It explains how to create tickets automatically from survey events and response conditions, how to configure ticket settings (priority, owner, watcher, SLA/overdue alerts, classifications, and root causes), and how to manage tickets inside the Tickets module (view, update, assign, track status, and export). This helps teams follow-up on feedback quickly, consistently, and in a controlled way.

Steps on creating a Survey Action for Ticket Generation:

Step 1: Select and open the required survey.

Step 2: Go to Actions.

Step 3: Click Create Action.

Step 3: Enter the action name and click Save to create an action.

Step 3: Under Select action trigger event, choose:

Survey Response (when a response is recorded): This trigger activates whenever a customer or user submits a survey form. For example, if you send a feedback survey after resolving a ticket, the system can automatically log the response, update ticket details, or trigger follow-up actions, such as notifying the support team if the feedback is negative.

Ticket Generated (when a ticket is generated): This trigger activates the moment a new ticket is created in the system. It’s useful for automating initial actions such as assigning the ticket to a specific team, sending an acknowledgment email to the customer, or categorizing the ticket based on predefined rules.

Step 4: In Response Condition, this section is where you define the rules that determine when an automated action should be triggered based on the data collected. The following options are available:

Questions: Based on survey questions.
Collectors: Based on the source or channel through which responses were collected.
Response Status: based on whether a response is Completed, Partial, or Not Started. For instance, you might trigger a reminder email if the status is Partial.
Embedded Data: Based on custom metadata attached to responses, such as customer ID, region, or product type. For example, If Region = North, the ticket is assigned to the North team.
Contacts: based on respondent information stored in your contact list.

Step 5: From the left panel, click Ticket (Create a ticket alert).

Step 6: Click Configurations to customize the ticket with the necessary details, settings, and automation rules.”

Priority: Urgency level of the ticket (e.g., High, Medium, Low).

Owner: Person or team responsible for resolving the ticket.
Notify: Toggle for sending alerts or notifications when the ticket is created or updated.
Watcher: Additional people monitoring the ticket’s progress without directly responsibility.
Resolution Time: Expected time frame for resolving the ticket (set in hours or minutes).
Overdue Alert: Toggle for triggering alerts if the ticket is not resolved within the set resolution time.
Non-Working Days: Days excluded from resolution time calculations (e.g., weekends, holidays).
Resolution is Required: Mandatory resolution entry before closing the ticket.
Tags: Keywords or labels for categorizing and searching or filtering tickets.
Select Type / Select Value: Fields for defining conditions or attributes (e.g., Type = issue, Value = billing).
Ticket Body: Main description or message of the ticket which is visible to the ticket agent. The ticket body can be configured to include meaningful information and SLAs (e.g., “Customer reported billing discrepancy on Invoice #1042. Please review and follow-up within 24 hours”).

Step 7: Follow Up Details

Add follow-up questions for the ticket owner to answer.

Select Question Template: dropdown of pre-defined follow-up questions to choose from (e.g., “Was the customer contacted?”).

Custom Question: Option for creating a specific follow-up question tailored to the ticket (e.g., “What steps were taken to resolve the issue?”).
Add Question: Attaches the selected template or custom question to the ticket, requiring the ticket owner to respond before closure.

Step 8: Root Cause

Include root cause values as part of the ticket details:

1. Add New Root Cause: Type the underlying reason for the issue in the text field (For example., System Bug, User Error, Network Failure).

2. Available Root Causes: Select a previously defined root cause from this list to apply it to the ticket and maintain consistency in reporting.

3. + Advance Options: Click this option to access additional configuration settings, such as linking root causes to specific categories, assigning severity levels, or connecting to automated workflows.

This tab helps you document and categorize the root cause of issues, enabling pattern analysis and long-term prevention.

Step 9: AI Response

Set confidence threshold, reply channel and open-ended question based on which you wish to auto-reply for certain ticket queries.

Confidence Percentage: Defines the minimum confidence level (e.g., 70%) the AI must have before sending an automated reply. Ensures accuracy and reduces incorrect responses.
Reply Via: Specifies the communication channel or mode for the AI’s response (e.g., email, chat, SMS).
Open Ended Questions: Lets you select which survey or feedback questions the AI should generate responses for, especially those requiring descriptive answers rather than simple yes/no.

2. Ticket Overview

The Tickets Overview page gives you an overview of all the features available under the ticketing page. View, manage, assign, and close tickets from this page.

With SurveyHub, the ticket system has different features depending upon your role.

As an Admin, you have complete control of the system, with ability to assign the ticket, change status, see all the tickets generated in your organization.
As a User, you may only view your own assigned tickets. You won’t have the option to see other tickets.

2.1 Ticket Count

The Ticket Count Page shows the counts of your tickets, including open tickets, new tickets, and all available statuses . By adding custom statuses, each status shows its respective count in the ticket overview section.

By default, the screen displays six count tabs:

New Ticket: Displays all tickets that have been raised but not yet opened by any user or admin.

Open Ticket: Displays tickets currently in Open status. Once a new ticket is opened by the user, it is automatically marked as Open.

In Progress Tickets: Displays tickets marked as In-Progress, indicating they have been opened and are being actively resolved.

Closed Tickets: Displays the tickets marked as Closed. Once a ticket is resolved, it can be marked as closed.

Overdue Tickets: Displays tickets that have exceeded their defined resolution time without being closed.

Unassigned Tickets: Displays tickets that have not yet been assigned to any user. Every ticket needs an assigned user to resolve the issue, and tickets without an assigned user appear under this tab.

2.2 Ticket Trend

The Ticket Trend section displays ticket trends for a month, showing new and closed tickets on a two-axis graph.

This section allows you to track the change in the new tickets generated and tickets closed over a timeline.

Change the time duration by using the Filter by Date option to view ticket trends for a specific instance.

3. Manage Ticket

3.1 Manage Tickets Overview

Manage Tickets overview page shows you all the options available in the Manage Tickets section. Key features include:

1. Change Ticket Status: Update the status of a ticket. New tickets are marked as New by default. You may assign a ticket a status such as Open, In Progress, or Closed. Tickets without an assigned user are marked Unassigned, and tickets past their resolution time are marked Overdue.

2. Change Priority: Change the priority of a ticket. Options include High, Medium, and Low.

3. Create Sub-Tickets: Create sub-tickets for an individual ticket and assign them to new users.

4. Add Comments: Add comments to a ticket to communicate with your team.

5. Add Watchers: Add watchers who can track the progress of a ticket.

3.2 Ticket Settings

Add Custom Status

The status of a ticket refers to the stage it is currently in. By default, SurveyHub offers you three that can be changed: Open, In Progress, and Closed. New tickets are added under the New status. However, by adding custom statuses, it allows you to customize your ticket resolution system according to your needs.

Follow these steps to add a custom status to your ticket system:

Step 1: Go to the Tickets Page and click Tickets.

Step 2: Click Settings on the right side of your screen.

Step 3: Click Status and type the name of your status in the textbox and click Add. Modify the color for the status by clicking the black tile and choosing your preferred color.

Ticket Settings

Apply various settings to the tickets, such as Ticket Fields, Status, Classification, AI Response and Work Flow.

Click Ticket Fields, toggle the desired fields to show or hide (maximum of 5), and then click Save & Change.

Rule/Action: Indicates automated rules or manual actions applied to the ticket (e.g., escalation, reassignment, closure). This helps track workflow triggers.
Last Action At: Shows the timestamp of the most recent update or activity on the ticket, useful for monitoring responsiveness and SLA compliance.
Ticket-ID: A unique identifier assigned to each ticket, ensuring easy tracking, referencing, and reporting.
Resolution: Captures the final solution or fix applied to close the ticket, providing clarity on how the issue was addressed.
Root Cause: Identifies the underlying reason for the issue (e.g., system bug, user error, configuration gap) and it helps in long-term prevention.
Root Cause Message: Provides a descriptive explanation of the root cause, often used for documentation and communication with stakeholders.

Status tab manage the different stages a ticket can go through in your support or workflow system.

Add Custom Status: Enter a new status (e.g., Open, In Progress, Resolved, Closed) in the text fieldto tailor statuses to your team’s workflow.

Classification tab is meant for organizing tickets into categories for quickly identifying the type or nature of each issue.

Enter Classification Name: A text field where you type the category name (e.g., Bug, Feature Request, Customer Complaint, Billing Issue).
Add Button: Clicking this adds the classification to your system, making it available for use when creating or managing tickets.

The AI Response tab focuses on training your system’s AI to handle tickets more intelligently by learning from past data.

Upload SOP/POC or Historical Ticketing Data: This allows you to upload documents such as standard operating procedures, proof of concepts, or past ticket records, in formats like .doc, .pdf, .csv, or .json. These files act as training material for the AI.

Work Flow tab is all about automating ticket management so your system can handle repetitive actions without manual effort.

Ticket Workflows: These are rules or sequences of actions that are triggered by specific ticket events such as status change, assignment change, or resolution update).
Create Workflow +: This button allows you to set up a new workflow. For example, the following actions can be automated:

Assigning tickets to a specific team when the category is Technical Issue.
Sending an email notification when a ticket status changes to Resolved.
Escalating tickets automatically if they remain Open beyond a set time.

3.3 Comments on a Ticket

The Comments feature allows your team to communicate directly on the ticket, eliminating the need for external platforms. This supports internal communication of the team on the ticket itself, without the need to use external platforms.. Follow these steps to add comments to a ticket.

3.3.1 Steps to Add Comments in a Ticket

Open the ticket to which you want to add comments.

Enter your comment in the text box under the Post Comment section on the right side of the screen. Click the Post icon.

3.3.2 Checking the Comments on A Ticket

View all the comments and history of the tickets with one click the Ticket system. To check the comments on a ticket, follow these steps:

1. Go to the ticket whose comments you want to view and click Comments.

3.4 Create a Sub-Ticket

Sub-ticket is a feature that allows you to create a smaller ticket for an existing ticket. This feature is often used when you wish to divide an individual ticket between multiple teams. In such a case, a sub-ticket can be created and assigned to the smaller individual or to another team.

Follow these steps to create a sub-ticket:

Open the ticket for which you want to create a sub-ticket.

Under the Actions & Status tab, click Sub-ticket.

Enter the description.

Select the person, group you wish to assign the sub-ticket to from the Assign to dropdown.
Set the priority from the dropdown. The options available are low, medium and high.
Optionally, enable Created as New to create the sub-ticket with a New status, and enable Forward Comments to carry over comments from the parent ticket.
Click Save.

3.5 Change the priority of a ticket

The priority of a ticket determines its importance. When a ticket is generated, the actions taken and the timeline for those actions depend on its priority. The ticket generation logic determines the initial priority, but can be modified later within the ticket system. Priority Types Available are:

High
Medium
Low

Follow these steps to change the priority of a ticket:

Select the category under where the ticket is listed. For example, if you want to change the priority of a New Ticket, click the New Tickets tab.

Open the ticket for which you want to change the priority.

Under the Actions & Status tab, click the Priority dropdown to change the priority.

3.6 Change Ticket Status

Modify the ticket status from the ticket system. When a ticket is generated, it is marked as new ticket or an Unassigned ticket if there is no user assigned to it. A ticket status can be modified once it is opened. Further, the system allows for creation of Custom Status if required.

Some Preset Status Available Are:

1. New: This is for new tickets. Every ticket that is generated and not opened yet is marked as New.

2. Open: This is for the tickets that have been opened.

3. In Progress: The tickets that are in the process of being resolved can be marked as In Progress.

4. Closed: Mark the resolved tickets as closed.

5. Overdue: An automatic status assigned to tickets that are past their resolution time.

6. Unassigned: An automatic status assigned to the tickets that have no user assigned to them.

Steps to change the ticket status

1. Go to the New Ticket section from the ticket count or the Tickets section.

2. Click the new ticket you want to open.

3. On the right side, under the Actions & Status, select the relevant status. A new ticket automatically changes its status to Open, when the ticket is opened.

Similarly, to change the status of any ticket, select the category under which the ticket is sorted by selecting from the left-hand pane.

3.7 Open a Ticket

Every ticket generated via your survey can be viewed in your ticket system portal. Tickets can be opened, managed and closed all in one place. Before opening a ticket, it is important to understand the different types of tickets available. Tickets are categorized based on their status. The system includes several predefined statuses:

There are multiple pre-defined statuses in Tickets.

New: All the newly generated tickets which are not even opened.

Open: When you open a new ticket for the first time, it automatically changes to Open from New.

In Progress: Tickets which are in the process of being resolved as placed under In Progress.

Closed: Tickets that have been resolved and marked as closed are placed under this category.

Overdue: Tickets that have crossed their resolution time but are not closed yet.

Deleted Ticket: Tickets that were deleted by you.

As Watchers Ticket: Tickets where you are assigned as a Ticket Watcher.

Tickets can be accessed from either the Overview section or Tickets section. To open a new ticket, follow these steps:

Navigate to the Tickets section.

Click the New Ticket on the Tickets Count or New Ticket under the All-Tickets Section.

Click the ticket you want to open and manage the ticket.

Once you open a new ticket, the status automatically changes to Open.

3.8 Export Ticket

The Export feature downloads tickets as an Excel (.xlsx) file. Select which fields/columns to include (and whether to add Watcher/Assignee details). The export is generated in the background and can be downloaded anytime from Export History.

1. Click Export from the top right of the tickets page.

2. In Settings, select needed options (Watcher/Assignee) and choose required fields/columns.

3. Click Export. You are redirected to the Export History tab.

4. Open History and click Refresh until status is ready.

5. Click Download icon to get the .xlsx file.

4. Agent Performance

4.1 Overview

The Agent Performance page provides a summary of tickets generated by agents during survey data collection. In this section, you are shown all the agents for which tickets are generated. View the number of tickets under each status for each agent.

The table shows you the information for each agent with numerous fields. The fields available are:

Agent Name: Name of all the agents against whom the tickets are generated.
New: New tickets generated for the agent in the given time frame.
Open: Opened tickets for the agent survey data collection.
In Progress: Tickets that are marked as In Progress.
Closed: Tickets that have been marked as closed.
Overdue: Tickets that are past their resolution time and now marked as overdue.

4.2 Individual Agent Performance

View the individual agent performance, which displays all the tickets generated via the agent as they collect survey responses from the field. View the tickets, export them, and manage the tickets.

Click the name of the agent on the Agents Performance Page to open the tickets.

5. Survey Performance

5.1 Overview

The Survey Performance Overview page provides a summary of all tickets generated across surveys in your account. Survey Performance shows you all the tickets generated in the surveys present on your account.

The table shows you the information for each survey with numerous fields. The fields available are:

Survey Name: Name of all the surveys for which the tickets are generated.
New: New tickets generated for the survey in the given time frame.
Open: Opened tickets for the survey.
In Progress: Tickets that are marked as In Progress.
Closed: Tickets that have been marked as closed.
Overdue: Tickets that are past their resolution time and now marked as overdue.
Unassigned: Tickets that are unassigned and require attention.

5.2 Individual Survey Performance

View the individual survey performance which displays all the tickets generated via the survey. View the tickets, export them, and manage the tickets.

Click the name of the survey on the Survey Performance Page to view its tickets.

Priority: Filter tickets based on their priority.
Agent Name: Filter tickets by the agent assigned to them.
Survey: Filter tickets based on specific surveys.
Filter by Date: Filter tickets according to a selected time range.

Other Options:

Export: Export survey performance data by clicking the export button. The data will be downloaded in Excel format with the applied fields.
Bulk Actions: Select multiple tickets at once to perform actions such as delete, change status, change priority, or change owner.