Ticket Management

In an Agent panel within a Mint Service Desk Cloud system, the "Tickets" function serves as the central hub for managing customer issues, inquiries, and requests. As an Agent, you can access a dashboard displaying all active, pending, or recently resolved tickets assigned to you or within your queue. This provides you with an overview of the current workload and priorities.

Moreover, you can view detailed information about each ticket, including the customer's contact information, the nature of the issue or request, any attachments or screenshots provided by the customer, and the ticket's current status and history.

As an Agent you can assign tickets to yourselves or other team members based on expertise, workload, or priority. This ensures that each ticket is directed to the most suitable Agent for resolution.

What’s more, you can update the status of tickets as they progress through the resolution process. This may include marking tickets as "In Progress," "Pending," or "Resolved," as well as adding notes or comments to document the steps taken and any relevant updates.

You can also communicate with customers directly from within the ticket interface, in a “Help” section supported by the Mint Service Desk Cloud system. This allows you to gather additional information, provide status updates, and address any questions or concerns raised by the customer.