Ticket Workspace
Learn all about your offline service workspace.
The Workspace Ticket is the place where you handle customer requests offline. These requests can come from many different sources, it doesn't matter. Each request corresponds to a ticket that you find in your queue.
In other words, the Workspace Ticket is a large service hub for handling more complex demands, which would take a lot of time from the Workspace Digital.
Click the topics below to navigate the subject more quickly:
Starting your service day
Start your service day on the path Workspace / Workspace Ticket as shown in the Figure 1.
Figure 1: Starting the Work Day.
Note that the page already opens with the tickets available in the queue, in various statuses. Clicking on the left, on Status and Departments you view the tickets organized:
Figure 2: Organization by Status and Departments.
Above, the system shows the number of tickets available by Status and Departments.
In the case of Departments, you view the tickets by Status open in each department you are linked to. In the example of Figure 2 we have 4 open tickets and 5 started in the department Service.
In the case of Status, you view the tickets available by status. The ticket statuses seen in the queue are:
a) Open - are tickets opened by customers, but that nobody has picked up yet to handle.
b) Started - are tickets whose handling has already been started: either by you or by another agent who released that view in the queue, as we see here.
c) Awaiting Response - are tickets that are waiting for a response from the customer. Indicates the start of an email-based handling, as we see here.
d) Answered - are tickets that contain a response from the customer. Indicates the customer's reply to an email-based handling, as we see here.
e) Transferred - are tickets transferred to you or to your department, as we see here.
Now let's see some actions we can take before starting to handle a ticket.
Actions Gear
Click the gear on the left, viewed in the Figure 2 next to Tickets . After that, the system brings up a window with the options:
The actions available in the gear above are:
1) Filter - clicking this icon you search for a ticket by a specific protocol, as shown in Figure 3:
Figure 3: Search by Ticket Protocol.
Attention: by default, the protocols generated on the platform always start with YYYYMMDD and a sequence of numbers, totaling 17 numbers. Example: 20251007092633646.
If you don't see the corresponding ticket in the filter, one possibility is that it is a started ticket that is with another agent.
In other words: we only view in the queue tickets opened, started by us or released to the queue by the agent who started it, as we see here.
2) Information - clicking this icon you view your logged-in user information, such as the departments, organizations and projects linked to your user within the ticket universe:
3) Search Protocol - clicking this icon you perform a protocol search throughout the system, identifying on which platform that protocol was generated:
Figure 4: General Protocol Search.
Note above that the information returned is: ticket number, platform on which it was generated, the status and the department.
This is a very useful search. If you don't find the protocol in the Filter, this is where you check whether the number does not exist or, if it does, on which platform it was generated.
3) Workspace Digital - clicking this icon you go to the Workspace Digital. A very useful navigability feature, if you work in these two distinct work areas.
Now it's time to pull a ticket to start the handling!
Starting a Ticket
To start handling a ticket, just locate it in the queue and click on it, as shown in Figure 5:
Figure 5: Starting a Ticket.
Note that by clicking on the ticket you see all the necessary information provided by the customer when opening the request. And that to start the ticket you must click on
Attention: the ticket only changes status to Started at the moment this button is pressed. After that, the ticket becomes yours, no longer being visible in the queue, unless you release it, as we see here.
After started, the ticket's button also changes to:
Something else also changes when we start a ticket. See Figure 6 below:
Figure 6: Gear with Handling Actions.
Notice that a new gear appears on the right. It contains the action options that will start the ticket handling. Shall we get to know each of them?
Go to Inbox
All handling of the selected ticket is done by email (the most important data provided by any customer who wants to open this type of request).
Thus, by clicking on Go to Inbox you access the email exchange space with the customer who opened the ticket:
Figure 7: Ticket Inbox.
Notice in Figure 7 the actions taken:
We clicked on Go to Inbox
We accessed the email exchange environment with the customer. Note that you see the first message sent to the customer when opening the ticket.
We clicked on Write to send an email to the customer, with the option to attach files. Note that when the message is sent it goes down into the body of the email, forming a timeline of the conversation.
We clicked on Refresh to speed up the sending of the email.
Email sent? If you depend on the customer's response to conclude the ticket, click:
After that, a pop-up is displayed:
In it, you define whether you want to follow the ticket or release it for another agent to handle. Attention: if you click to follow it, only you will see the ticket in the queue.
In addition, by checking the option Thread you indicate that the ticket will also wait for a response from the Thread.
After that, the ticket returns to the queue under the option Awaiting Response. When the customer replies, its status changes to Answered.
Now how about seeing what a Thread is?
Go to Thread
Regarding tickets, threads are emails that you forward to a third person who does not have access to the Workspace Ticket, but from whom you depend on a response to proceed with the ticket.
In other words: it is a message exchange space with someone who is not the customer (since with the customer you address in the Inbox):
Figure 8: Ticket Thread.
Notice in Figure 8 the actions taken to open a thread:
We clicked on Go to Thread in the gear on the right.
We choose from the dropdown an existing thread or click on Create Thread to create a new one.
We enter the third person's email, with the option to send a blind copy, and type the text and attach a file.
We refresh the thread to speed up the message sending.
We clicked on Write to to send a new message in the thread.
Notice that in the case of the thread we do not have the option to release it to another agent. Its release or not is done together with the ticket here.
In addition, its status (awaiting response, answered) is similar to that of the ticket. The difference is that by marking the thread here the ticket status will also indicate the wait for a thread response:
Go to Remote Service
On the ticket, the remote service option allows you to create a virtual room to talk with the customer who opened the request. See how to do it in Figure 9:
Figure 9: Ticket Remote Service.
After copying the room link (as shown in the Figure 9) you can send it to the customer via email. As soon as the customer accesses the room, you can talk about the handling while sharing the same screen:
Figure 10: Ticket Remote Service Customer Onboarded.
A tip: open a new browser tab to access the ticket related to the conversation subject. If you try to access it in the gear on the right, the room link is closed:
Figure 11: Ticket Remote Service Navigation.
Insert Additional Data
It is possible to add other information to the ticket, in addition to those provided by the customer when opening the request. See in Figure 12 how to do it:
Figure 12: Insert Additional Data.
In general, additional data are information collected during the ticket handling and previously registered by your manager. They enrich the ticket, making it easier to locate and measure in reports.
Service Type Information
The action of inserting the service type information is similar to inserting additional data, as shown in Figure 13:
Figure 13: Service Type Information.
The difference is that the service type information was defined as mandatory by your manager. You will not be able to conclude the ticket without providing it:
Figure 14: Service Type Information Error.
The good news is that in the pop-up of the error the list of information you need to enter before closing the ticket appears.
Insert Tag
By clicking on Insert Tag you qualify the service, making it easier to locate in-person services in management reports, as shown in Figure 15:
Figure 15: Insert Tag.
Transfer Ticket
By clicking on Transfer Ticket you transfer the ticket to another user or department, changing the ticket status to transferred, as shown in Figure 16:
Figure 16: Transfer Ticket.
Attention: by checking Send Email you set that an email will be sent to the person to whom you transferred the ticket. The person's email address is the one registered on the platform. Action valid only for user-to-user transfers.
Document Submission
This functionality will be available in the ticket soon.
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