Once you click on a ticket inside your Inbox ( in the "New" section of your Inbox), you will start being able to process that ticket.
The ultimate aim is to solve the employee's issue, hence resolving the ticket (and changing its status to closed).
⛔️ In Clevy's OnDemand platform, Closed tickets cannot be reopened, so ensure your employee's issue is solved when you close a ticket. If not, you will need to create a new one.
You will have the occasion to handle two different types of tickets on your platform - Queries (questions coming from the Ticketing Interface) and Forms Output (Custom Form Outputs).
👀 Let's look at each one of them:
1. Handling Queries (questions coming from the Ticketing Interface)
1.1 Answering a ticket from a Suggested Article and closing the ticket
In Clevy, when you process a new query, the AI algorithm will match the Query Title with all the articles in your Knowledge Base. (Comparing the Query Title to the Search Queries of the Articles)
When the AI finds an article that could be used to help you answer faster, it will suggest using it as a draft for your answer.
Just click on the suggested article, adapt it to your audience (adding, for instance, greetings and signature), and send it to close the ticket. It is the quickest way to resolve issues!
💡 Pro Tip 1: If you think another article than those suggested might help you better, you can use the search bar to look for any article.
💡 Pro Tip 2: When you use a suggested Article to answer a query, the system will ask you if you want to add the employee's query's title as a new "Search Query" of that article. Doing so will improve the global number of questions automatically processed with that article in your Employee Portal and Virtual Assistant (If relevant!)
1.2 Creating an answer from scratch and saving it as Article
If no article matches the end-user queries, you need to create a new answer to process it.
Once you send your answer, the Employee will receive it by email. If you decide your answer was enough to resolve their query, you can mark it as resolved.
💡 Pro Tip: You can very quickly create an article from any answer you send to Employees in your Messaging platform. The more article you create from answers, the faster and easier it will be to process new tickets on similar issues. At the same time, all those articles will be accessible automatically (if you decide so) in the Employee Portal and Virtual Assistant, decreasing the number of tickets, you'll receive in your Inbox
1.3 Asking for more information from the Employee
Sometimes, the query is not detailed enough to answer and close at once.
In that case, you can request additional information inside the Messaging Platform and decide not to mark the ticket as resolved. As a result:
The ticket will move from the NEW section to the PENDING section.
The employee will receive your question by email and will be able to send you any complementary information with attachments if needed.
You'll be notified by email when they answer you with a link to directly go to the ticket page, where you'll have access to the additional information to close the ticket
2. Handling Custom Forms Outputs
2.1 Answering and closing
Forms let you streamline how you collect data about specific processes or workflows. For instance, Updating a Bank Account, asking for Remote time, updating personal information, or even giving feedback...
Forms let you ensure that for one specific process, all the employees will send you the same information in the format you choose.
When employees fill out forms and click on submit, it will create a specific kind of ticket, a "Form Ticket."
Click on the ticket in your inbox, and you will see the name of the form user and all the data filled out in the same format in the detailed view of your ticket.
2.2 Asking for more information from the Employee
Sometimes, if the Form is incomplete or a value was not filled out well, you might need to ask for additional information from the employee. Then the process would be the same as in 1.3.