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Tickets Overview Page

Written by AMFG Consulting & Support

Summary

Tickets are an integral part of the ordering process within AMFG. Every Quote or Work Order will inadvertently begin with a Ticket request within our system.

MC → Requests → Tickets Overview

Tickets Overview is home to all existing Tickets in the AMFG system. Ticket requests differ from Work Orders as they are not yet converted to orders/paid for by the customer.

Important: Please note that the Ticket still exists even after it has been converted to an Order!

Ticket Creation Workflows

There are essentially 3 ways for a ticket to be created in the AMFG system:

  1. If a customer submits a Quote request via the web portal (Request a Quote or Manual Review workflows)
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  2. Manually created directly in the Management Console:
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  3. Create a Ticket directly from an email pulled into AMFG through Email Integration:
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Tickets Overview Filtering

Within the Tickets Overview page, Tickets can be sorted and filtered by an extensive list of filter columns. You can manage this view by clicking on the 3-dots icon in a column and selecting/deselecting the relevant columns you wish to make visible, then pressing 'Save' at the bottom:

Please see the full list of the available columns below:

  • Ticket Date: Date & time when the Ticket was created. This filter is set by default to always show the last 90 days and can be easily removed by clicking on the remove filter icon.
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  • Source: Provides clarification on whether the Ticket was created via Email or via the Web Portal.
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  • Priority: Selection between Low and High priority.
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  • Ticket: The Name of the Ticket that consists of the Ticket ID + Ticket Date.
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  • Ticket ID: A new Ticket ID is automatically generated when a new Ticket is created. Ticket ID can be defined in Settings → Workflow → Ticket ID.
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  • Order ID: A new Order ID is automatically generated when the Ticket is converted to a Work Order. Order ID can be defined in Settings → Workflow → Order ID.
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  • Subject: Derived from either:

    • Customer web portal - Subject line
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    • Email's subject line
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  • Ticket Status: The default status is usually set to 'New'. Statuses can be managed in Settings → Attributes & Status → Ticket tab.
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  • Last Activity: Date & time stamp of the latest activity in the Ticket.
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  • Quote: A new Quote ID is automatically generated when a Quote is submitted. Quote ID can be defined in Settings → Workflow → Quote ID.
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  • Contact: Provides the name of the contact person in the Ticket. If a customer has registered an account via the web portal, the name will be pre-filled. Otherwise, there is an option to assign a pre-existing contact or create a new contact by clicking on the 'Assign' button:
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    Note: The contact details can be accessed by clicking on the Name directly.
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  • Contact Company: Name of the Contact's Company, pulled from the contact's details.
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  • Assigned To: Assign a Ticket to internal Users or Departments.
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  • Unanswered Messages: Provides a notification if there is an unanswered message received from the customer in this Ticket.
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  • Customer Industry: Configured and managed in the Contacts page → Industries tab.
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  • Customer Email Address: Provides the contact's email from contact details.
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  • Contact ID: Automatically generated when a new contact is created/registered. Contact ID can be defined in Settings → Workflow → Contact ID.
    ​​Note: The contact details can be accessed by clicking on the Contact ID directly.
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  • Customer Group: Name of the Group the contact has been assigned to. Groups can be managed in the Contacts page → Groups tab.
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  • Customer Country: Country provided during contact creation.
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  • Customer Telephone Number: Phone number provided during contact creation.

  • Customer Dept: Department assigned to the contact. Departments can be managed in Settings → Users → Departments.
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  • Billing Country: Provided in Contact Details → Billing Address.
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  • Billing Address: Provided in Contact Details → Billing Address.
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  • Delivery Postcode: Provided in Contact Details → Delivery Address.
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  • Customer VAT ID: Provided in Contact Details → Billing Address.
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  • Total Gross Price: Total Quote price including VAT.
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  • Total Net Price: Total Quote price excluding VAT.
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  • Gross Price Excl. Delivery: Total price for the parts in the Quote, including VAT, excluding delivery cost.
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  • Delivery Method: Delivery Method selected in the Quote.

Tickets Overview Functions

Within the Tickets Overview, a user can:

  • Use the Global Search function to find Tickets (the 90-day default filter would always apply, unless removed before searching)

  • Select multiple tickets in bulk to view and conduct the following actions:

    • Change Priority

    • Change Ticket Status

    • Assign to Contact

    • Assign to User

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