🔗Managing Tickets

Managing tickets in Aerie is streamlined to provide users with an efficient way to handle support requests, inquiries, and issue tracking. This functionality is designed to ensure that users can manage their interactions with support teams effectively and keep track of their issues until resolution.

Accessing the Ticket Management System

1. Navigate to the Tickets Section:

   • From the main dashboard, locate the sidebar menu on the left.

   • Click on "Assets" to expand the submenu.

   • Select "Tickets" to access the ticket management page.

2. Ticket List:

   • The Tickets page displays a comprehensive list of all tickets submitted by the user.

   • Each entry in the list includes the subject, status, and date of the ticket, providing a quick overview of all outstanding and resolved issues.

   • Users can utilize the search bar and filters to locate specific tickets based on various criteria, such as status or date.

3. Creating a New Ticket:

   • To create a new ticket, click on the "+ Create Ticket" button.

   • Fill in the required fields in the ticket creation form, including:

     • Email: The email address associated with the ticket.

     • Subject: A brief summary of the issue or inquiry.

     • Description: Detailed information regarding the issue or request.

     • Upload Image (Optional): Users can attach an image to provide additional context or evidence related to the ticket.

   • Click on "Create" to submit the ticket.

4. Viewing Ticket Details:

   • Click on any ticket in the list to view its details.

   • The ticket detail view includes the subject, description, status, and any responses or updates from the support team.

   • Users can track the progress of their tickets and view the history of communications and actions taken.

5. Updating and Responding to Tickets:

   • Users can add additional comments or responses to their tickets if further information is required or if they need to follow up on the issue.

   • The support team’s responses and updates will be displayed in the ticket detail view, ensuring clear and continuous communication.

6. Closing Tickets:

   • Once an issue is resolved, users or the support team can mark the ticket as closed.

   • Closed tickets will be archived but remain accessible for future reference, ensuring that users have a complete history of all their support interactions.