NavigateERP for African business

Working a ticket

From new to closed, with one owner.

Steps

  1. Go to Customer experience → Tickets - My tickets, Unassigned, Overdue, all open, product issues.
  2. Open a ticket: set the owner, the priority and the category. Move it to Acknowledged or In progress - that is the first response.
  3. Waiting for the customer? Move it to Pending customer - the clock stops until it comes back.
  4. Write an internal note, or tick Send to the customer to message them (email, SMS or WhatsApp as set in Settings).
  5. When it's fixed, open Resolve: the root cause, the resolution and what was done (the customer is told). The owner or a manager then closes it.

Good to know

  • A ticket is never closed just because its time ran out or the assignee said so. Reopening needs a manager and a reason; everything stays in the history.