Ticketing Management

The Ticketing Management feature in Luckey is designed to streamline the process of handling user requests, issues, feedback, and more. This feature provides a robust system for tracking and resolving various types of inquiries and problems. Whether you are a user reporting an issue or an administrator managing tickets, this guide will help you navigate the system effectively.

Manage tickets

Tickets are managed from the Ticketing section in the Luckey Web Application.

Each ticket within the Luckey system is detailed and includes several key fields to ensure thorough tracking and resolution:

  • Title (Subject): This is a concise summary of the issue or request, providing a clear indication of the ticket’s purpose. It helps administrators quickly understand the nature of the ticket at a glance.
  • Comments: This section includes the initial description provided by the user and any subsequent interactions, including responses from administrators and further comments from the user. This ongoing dialogue is crucial for resolving the issue efficiently.
  • Requester: The individual who opens the ticket. This is typically the user experiencing an issue or needing assistance. Identifying the requester helps in personalizing the support and tracking the history of their issues.
  • Assignee: The administrator responsible for addressing the ticket. Initially, tickets are unassigned, but they are automatically assigned to the first admin who responds or can be manually assigned by an admin. This ensures accountability and clarity on who is handling the issue.
  • Status: The current state of the ticket, which can be Open, Pending, Closed, or Resolved. The status helps in tracking the progress of the ticket and understanding what stage it is in.
  • Category: The classification of the ticket based on the nature of the issue, such as Feedback, Issue, Request, or Access Issue. Categorizing tickets helps in directing them to the appropriate teams and ensures specialized handling.
  • Priority: The urgency level of the ticket, ranging from Low and Normal to High and Urgent. Prioritizing tickets helps administrators manage their workload and address the most critical issues first.
  • Creation Date: The date and time when the ticket was created. This helps in tracking the timeline of the issue.
  • Attachment: Any files or images related to the ticket, providing additional context or evidence of the issue. Attachments can be critical for diagnosing and resolving the problem effectively.

In the Luckey Web Application, administrators can manage all tickets through a dedicated section. They can:

  • Reply to Comments: Provide responses and updates directly within the ticket. This ensures clear communication and helps in resolving issues promptly.
  • Change Status: Update the ticket’s status to reflect its current state, such as marking it as resolved or closed.
  • Change Severity: Adjust the priority level based on the urgency of the issue. This helps in prioritizing critical issues.
  • Assign Tickets: Allocate tickets to specific administrators for resolution. This ensures that each ticket has a responsible party.
  • Export Tickets: Export ticket data in CSV or XLSX formats for reporting and analysis. This is useful for maintaining records and generating reports.

Tickets Status

Tickets can transition through various statuses to reflect their progress:

  • Open: The ticket is new and requires attention.
  • Pending: Additional information or action is needed, either from the user or an external party.
  • Closed: The issue has been resolved, and no further action is required.
  • Resolved: The problem has been addressed, but the ticket remains open for the user to confirm closure.

The ticket status can be changed by administrators at any time or by the user who has opened the ticket.

Tickets categories and custom categories

While Luckey provides four basic ticket categories—Feedback, Issue, Request, and Access Issue—administrators have the flexibility to extend these categories to better suit their organizational needs. Custom categories can be added directly from the Luckey Web Portal settings.

Administrators can easily add new categories to the ticketing system:

  1. Access the Ticketing Settings: Log into the Luckey Web Portal and navigate to the settings section.
  2. Add New Category: Enter the name of the new category that will be available for users to select when they open a ticket.
  3. Save Changes: Confirm the addition of the new category, making it immediately available for users.

This feature allows organizations to tailor the ticketing system to their specific requirements, ensuring that all types of issues and requests are adequately categorized and managed

Open a ticket from the Mobile Application

From the mobile application, users can open new tickets, monitor the status of their tickets and reply to comments from the administrations.
Users can open a ticket through the dedicated section in the Luckey Mobile Application. From this section users can view all open tickets and their statuses and create new tickets. To create a new ticket, users need to provide the following information:

  • Title/Name of the Request: A brief description of the issue or request.
  • Description of the Issue: Detailed information about the problem or request.
  • Category of the Ticket: Selection from predefined categories like Feedback, Issue, Request, or Smart Locks.
  • Attachment: Option to include relevant files or images.

Once created, system administrators will be notified of the new ticket and can manage it from the Luckey Web portal.

Ticket Analytics

The system provides analytics to help administrators track performance and identify trends. This includes:

  • Number of Tickets and Their Status: Monitor the volume and progress of tickets over a specified date range.
  • Categories Percentage: Analyze the distribution of ticket categories to understand common issues.
  • Average Resolution Time: Calculate the average time taken to resolve or close tickets, providing insights into efficiency.

Additionally, administrators can filter these analytics by different values to extract the most meaningful data from the tickets dashboard