Hello!
In this article, we will show you how to identify the different actions available for tickets.
📌How tickets work and their possible actions
Reminder:
When the network or head office wants to communicate with franchises or units, an announcement is sent.
On the other hand, when franchisees or units want to contact the network or head office, they must send a ticket.
When users from the network or head office need to open internal requests, a request/demand is sent.
After a unit user sends a ticket, it becomes visible in the Inbox.
🔍 How to locate tickets
🔸 Step 1
Access the Inbox module.
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🔸 Step 2
Use the filters in the Inbox to make it easier to locate tickets. These filters allow you to search by status, sending unit, department/subdepartment, creation date, and other criteria.
From this search, it is possible to view the conversation history, reopen a ticket with closed status, change the ticket priority, and also view the rating that the franchisee gave to the ticket.
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In the Inbox tab, all tickets will appear with the following information in columns:
🟣 Created on: ticket creation date;
🟣 Ticket status: new, in progress, overdue, pending;
🟣 Ticket subject;
🟣 Unit that sent the ticket;
🟣 Sent by: unit user who sent the ticket;
🟣 Department;
🟣 Responsible person;
🟣 Last contact;
🟣 Resolution deadline.
Important! New messages are identified by the numeric bubble, as shown in the image below.
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🔸 Step 3
When clicking the ticket, the chat will open with the message sent by the unit, and you will be able to continue with the reply/service process.
In addition, it is possible to send files in this same chat by clicking the attachment icon, located on the lower-right side of the chat screen.
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If the user tries to open a ticket they do not have access to, the system will display a red error message in the upper-right corner of the screen, informing that access is not allowed.
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Message example
This validation prevents improper views and ensures more security and control in ticket management.
📍 Tip: If this message appears, contact the platform administrator, also known as Master, or Yungas Support to review your access permissions.
On the upper-left side of the chat screen, there is some information, including:
Macro view:
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Available ticket actions
Depending on the ticket status and the user permissions, the following actions may be available:
Reply to the ticket through the chat;
Send attachments;
Change priority;
Assign or change the responsible person;
Reopen a closed ticket when allowed;
View the ticket rating/classification;
Follow the conversation history.
Use these actions to keep the communication organized and ensure that the unit receives the correct follow-up.
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Image illustrating the step described above.
Image illustrating the step described above.
🟠 Quick action icons
View for printing
Opens a new page displaying the full conversation history, formatted for printing.
Copy ticket link
Generates a link that directs to the specific ticket.
Mark as unread
Marks the message as unread, with a numeric bubble.
Leave conversation
Stops receiving ticket update notifications.
Close ticket
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💬 Internal Comments tab
Internal comments and notes, where it is possible to mention other head office users, attach files, and format text in bold and italic.
Important! The Internal Comments tab is not visible to unit users.
It is important to remember that the network/head office configures user roles and permissions.
Therefore, if you do not see any of the icons mentioned in this article, check your permissions.
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Image illustrating the step described above.
📝 Macros for standardized messages
Next to the send button, the icon for reply Macros will appear. These are pre-registered replies that can be used during the conversation in that ticket, as shown in the screenshot below.
⚠️ Important: If no option appears when clicking Macros, it means that no reply has been registered yet.
If you have permission to create one, simply click Manage Macros and follow the step-by-step instructions by clicking here, as shown in the image below.
Only Master users can create and manage macros.
For more information, click here and access our article to understand this feature in detail.
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Image illustrating the step described above.
Image illustrating the step described above.
🎯 Chat actions
On the right side of the chat screen, there are icons with the possible actions, in the following order:
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🗂️ Department
Changes the ticket department.
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When changing the ticket department, it is possible to choose whether or not to keep the people involved in that ticket.
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↳ Subdepartment
Changes the ticket subdepartment.
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👤 Responsible person
Changes the person responsible for the ticket.
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Priority
Defines the ticket priority.
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🗓️ Deadline
Defines the deadline for ticket resolution.
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📌 Markers
Labels used to identify processes or stages in service interactions, making it easier to organize and categorize tickets.
To learn how to create or edit markers, click here and access the article about markers in our knowledge base.
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⏱️ Net service time
Indicates the time effectively counted in the ticket service process, considering only business hours.
This information helps track deadlines and identify who is responsible for continuing the service.
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✅ Close ticket
When the ticket is resolved, click Close.
If you want, you can include your own notes or select a standard note under Select option to describe the ticket resolution and also evaluate its relevance.
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To close a ticket, it is possible to choose previously registered Macros, using a standardized resolution message defined by the Head Office.
Example image of how it works when closing the request
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ATTENTION: when closing the ticket, the unit user will be able to rate it with stars.
This rating is visible to both the unit and the head office.
Network/head office users evaluate the relevance of the ticket/demand.
The notes and relevance ratings are visible only to the head office.
❌ Exit ticket
Closes the chat screen when clicking the X icon.
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⚠️ Still have questions?
Contact our Support team through the message icon on the platform.
👤 Support hours: 09:30 to 17:30.