Tickets | Incident management

Modified on Tue, 21 Nov, 2023 at 9:44 AM

The ticketing or incident management module allows the creation and management of tickets associated with expeditions. Tickets help control and manage incidents from the Vonzu Back Office, having all the information unified on a single platform.

From this module we can:

Create tickets and manage
them List the tickets assigned to a user
List the tickets associated with an expedition
Execute actions on them
Write notes and be able to assign and unassign tickets between users

The section is divided into:

My tickets (assigned to my user )
Pending (open)
Ticket history (all closed tickets) Tickets

Can be created manually and automatically:

Manual creation from the Ticketing module

Manual creation of tickets can be done from :

The ticketing module directly.
The specific expedition.

From the Tickets section we can create a ticket manually by clicking on the upper right button of the screen.

The specific dispatch. From the detail of the expedition we are interested in, we can create a ticket manually by clicking on the tickets tab.

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Regardless of the method used, the ticket creation window will open.

The fields to fill in the manual ticket are the following (those with a red asterisk are mandatory):

	Name that the Ticket will carry.
	description of the matter included in the Ticket.may be included Instructions for handling the ticket
	To choose between Ticket or Incident When it is created, the system will be able to filter based on the type of ticket.
	To choose between High, Medium or Low. Once created, the system will be able to sort and filter based on priority.
	Date of expiration or expiration of the ticket. It is not mandatory to fill it out. Once the ticket expires, it will not be deleted, the expired date will be shown in a more striking red to give it priority.
	Group of users within the domain that will have access to the ticket. To learn more about the different user groups, you can consult our article on user creation.
	Expedition to which the ticket will be linked. Tickets cannot be created without an associated shipment.
	Domain user responsible for managing and resolving the ticket. An alert notification will appear in the tickets section every time you enter your session. *Previously it is necessary to have selected your group of users.

Once all the fields are filled in, we can save the draft, which will be visible from the Ticket History tab within the Ticketing module, or we can create it directly, so that it appears in the Pending Tickets tab and in the user's My Tickets tab responsible for managing it (if any).

Configuration of automatic tickets Automatic ticket

creation rules depend directly on the issue status to which we want to associate the rule.

To create a rule:

Go to Settings
Click on “States”
Go to the ”Automatic tickets and select the state for which you want to create the rule
Fill in the fields with a red asterisk*

Within the state, we go to the second tab Automatic Tickets:

To create a new rule, click on the button in the upper right corner of the tab and the rule creation window.

The fields to be filled in the automatic ticket rule are the following (those with a red asterisk are mandatory):

	Name that the Ticket will carry
	description of the matter that the Ticket includes.may be included Instructions for handling the ticket
	To choose between Ticket or Incident When it is created, the system will be able to filter based on the type of ticket.
	To choose between High, Medium or Low. Once created, the system will be able to sort and filter based on priority.
	Date of Expiry. Maximum number of days that can pass from the creation of the ticket until it expires. It is not mandatory to fill it out. Once the ticket expires, it will not be deleted, the expired date will be shown in a more striking red to give it priority.
	Group of users within the domain that will have access to the ticket.
	Domain user responsible for managing and resolving the ticket. An alert notification will appear in the tickets section every time you enter your session. Previously it is necessary to have selected your group of users.
	Customers to whom the rule can apply. If a customer is not part of the list, the rule will not apply to their expeditions. If no customer is indicated, the rule will apply to all expeditions.
	Logistics operators to which the rule can apply. If a logistics operator is not part of the list, the rule will not apply to their expeditions. If no operator is indicated, the rule will apply to all expeditions.

Tickets will be created from the moment the rule is created, it is not retroactive. Once the rule has been created, each time an expedition meets its conditions, a ticket will be generated with the information and fields specified in said rule.

tab Automatic ticket for each state, we can see all the existing automatic rules that are associated with that state. There is no limit to the number of automatic rules that can be created for the same state.

We can order, edit and delete the rules that appear in the list.

Alerts

The notifications that appear in the red bubble in the Tickets section act as an “alert”. This number indicates the pending tickets assigned to the user (“My Tickets”) and, therefore, pending resolution.

How to view the information of the Tickets

We can see all the pending tickets in the "Pending Tickets"
In the box of each Ticket we can see its information (name of the incident, description, linked issue, expiration date and if it has already expired, client, group and assigned user) and the status of both the ticket and the issue.

See ticket details

Clicking on the “SEE” button on the box of a ticket already created or clicking on (...) at the top left of the ticket + See details, a pop-up opens with all the information of the Ticket: Ticket

Details: With the general information of the ticket and the linked expedition.
Notes: Indicates who and when added each annotation.
Ticket history: All the actions done on the ticket are reflected here with the exact date and time and the user who performed them.

2. Notes

By clicking on “New note” we can add informative notes to each ticket, which are visible to the rest of the people who have access to the ticket in question.

3. Ticket History

In order to have full traceability of the actions and changes made to each of the tickets, we can consult the Ticket History. From this section we can see, ticket by ticket, its status and all the actions that have been done on each ticket, indicating the date, time, type of modification, user who has made the modification, type of user and current status.

Tickets can have 5 states, following the following flow:

Draft → Appears when a Ticket is saved as a draft, prior to being created.
Created → Appears when a Ticket is created, prior to being assigned to a user.
In Progress → Appears when the Ticket is assigned to a user and some action is being done on it.
Completed → Appears once the Ticket is finished.
Pending → Appears when the user has unassigned a ticket and it is pending for someone to finalize it.
Archived → Appears when the Ticket is archived.

Only tickets in Draft status can be updated/edited/deleted. The status, the assigned user and the user who created the Ticket cannot be modified.

How to manage a ticket

We can apply actions on already created tickets and move them from one state to another until the ticket is closed.

Assign the ticket to a user
Click on “” to assign the already created ticket to a user

Click on . Now the ticket has become “In Progress”.
To complete a ticket, click on “Finish” and add an explanatory note.

If you wish, you can also indicate the Cause of the incident before closing the ticket (customer, logistics operator, the user, the driver or the final recipient).
It is necessary to add a note to close the ticket.

Once we click on “Save and exit” the ticket is finished.

We can also unassign the ticket or reassign it by clicking on the assigned person.

You need to add a note and we can reassign the ticket.
The status remains as pending.

Archive and download tickets from Ticket History

From the history of Tickets we can see all the closed tickets (with their corresponding status) and completed.

We can archive several tickets at the same time in this way:

Check their boxes or click on "Select all"
Click on the three dots (...) at the top right
Click on "Archive selection"

We can download the CSV ticket history.tab Ticket History, we select the tickets we want, click on the three dots (...) at the top right and select "Download CSV of the selection"

If we have not previously selected any ticket, we will download the absolute history of all tickets.