Technical Support
What is a "Ticket" in the System?
A ticket is an official means used by employees to communicate with technical support team or relevant management in order to:
- Report a problem they face within the system: Report problems
- Request technical assistance: Request support
- Send administrative inquiry: Inquiries
- Upload attachments and explanations for specific problem: Attachments
- Follow up on report status until resolved: Follow-up
Ticket = Official and documented communication channel between employee and relevant management.
Using tickets ensures documenting all requests and following them up in an organized manner.
Importance of Tickets in System
1. Organize Reports and Problems
Each problem or inquiry is recorded as an independent ticket, preventing loss or forgetting of requests.
2. Easy Follow-up
Employee can know:
- Ticket status: (New, Under Review, In Progress, Resolved)
- Has it been received?: Receipt confirmation
- Is it being worked on?: Processing status
- Has it been resolved?: Resolution status
3. Upload Attachments
System allows uploading images – videos – explanatory documents for the problem.
4. Speed Up Solutions
Technical support team receives tickets directly and sees priority + type + details, helping them solve problem quickly.
5. Official Documentation
All tickets remain saved within system, and can be referenced at any time.
6. Improve System Technical Performance
Through tickets, system team knows:
- Most common problems: Problem analysis
- Pages facing most difficulty: Difficulty analysis
- Employee ideas for improvement: Improvement suggestions
Tickets help improve system by analyzing recurring problems.
System Sections Related to Tickets
| Management | Relationship to Tickets |
|---|---|
| Technical Support | Receives and resolves tickets, follows up on each request status |
| Employees | Create tickets, upload attachments, and follow up status |
| Senior Management | Follows most recurring problems to develop system |
| User Permissions | Determines who can create tickets and who can respond |
Understanding relationship between sections and tickets helps direct tickets to appropriate section.
Ticket Types in System
When creating new ticket, type option appears, such as:
- Technical Problem: Technical issues
- Inquiry: General inquiries
- Modification Request: Modification requests
- Attendance Registration Problem: Attendance issues
- Salary-Related Problem: Financial issues
- Password Reset Problem: Account recovery
Each section determines ticket path to who is responsible for it.
Selecting correct ticket type ensures directing it to appropriate section.
Priority Within Ticket
System allows determining ticket priority:
- Low: Non-urgent problems
- Medium: Normal problems
- High: Urgent problems
This helps technical support team arrange ticket resolution according to importance.
Use high priority only for urgent problems affecting work.
Steps to Use Tickets in System
Step 1: Open "Technical Support" Page
From main menu → Select Technical Support.
Page appears containing:
- "New Ticket" Button: Create ticket
- List of all user's tickets: Display tickets
- Search engine: Search tickets
- Filters by status and type: Filter tickets
Step 2: Create New Ticket
When clicking new ticket, creation screen appears:
1. Title
Write brief title clarifying problem type.
Example: "Problem with attendance registration today"
2. Type
Select problem type from list:
Example: Technical problem – Inquiry – Salary error…
3. Priority
Determine problem importance level.
4. Details
Describe problem clearly.
Example: "I cannot register attendance, error number 105 appears."
5. Attachments (Optional)
Can upload:
- Screenshots: Screen captures
- Short video: Video recording
- PDF or Word: Documents
Step 3: Send Ticket
Click Send Ticket → Sent immediately to technical support team.
Step 4: Follow Up Ticket Status
From main tickets page appears:
- Ticket status: (Under Review – In Progress – Resolved)
- Creation date: When it was created
- Responses from technical support: Team responses
- Ability to add new comment: Add comments
Regularly following up tickets helps get quick solutions.
Ticket Statuses in System
| Status | Meaning |
|---|---|
| New | Sent but not yet processed |
| Under Review | Technical support started reviewing it |
| In Progress | Problem is being solved now |
| Closed / Resolved | Problem ended |
| Rejected | Request is not feasible |
Understanding ticket statuses helps follow up problem resolution progress.
Features of Ticket System in System
1. Easy to Use
Clear and simple interface.
2. Supports Attachments
Upload images, videos, and documents.
3. Gives Alerts on Response
Instant notifications on response.
4. Allows Search and Filtering
Easy to find tickets.
5. Tracks All Communication History
Complete conversation record.
6. Suitable for Small and Large Companies
Scalable.
All these features make ticket system a powerful tool for technical support.
Complete Ticket Example
Title:
I Cannot Register Attendance
Type:
Technical Problem
Priority:
Medium
Details:
"When trying to register attendance, error 'Failed to register attendance' appears. I tried logging out and in but problem still exists."
Attachments:
Screenshot of Problem
Response from Support:
"Problem has been fixed. Please try registering attendance again now."
Status:
Resolved
This example shows how to create ticket and follow it up until resolution.
Are Tickets Linked to Other Departments?
Yes, indirectly:
| Department | Type of Link |
|---|---|
| Attendance and Check-out | Tickets for login and check-out problems |
| Salaries | Salary problems – Deductions – Advances |
| Users | Account problems and password activation |
| Permissions | When employee requests adding or modifying permission |
| Reports | Data display problems |
Linking tickets to different departments ensures directing them to appropriate section.
Integration with Other Systems
Ticket system integrates with:
1. Users System
Linking tickets to employees.
2. Notifications System
Sending notifications on response.
3. Departments System
Directing tickets to appropriate departments.
4. Permissions System
Controlling who can create tickets.
5. Reports System
Creating ticket reports.
Integration with other systems ensures integrated and effective operation.
Best Practices
1. Clear Problem Description
Write clear and detailed problem description.
2. Upload Attachments
Upload screenshots or videos showing problem.
3. Set Priority Correctly
Use priorities appropriately.
4. Follow Up Tickets
Follow up tickets regularly to get solutions.
5. Close Resolved Tickets
Close tickets after problem is resolved.
Applying best practices ensures quick and effective solutions.
Additional Examples
Example 1: Inquiry Ticket
Title: "How do I submit leave request?"
Type: Inquiry
Priority: Low
Response: "You can submit leave request from Leaves page..."
Example 2: Urgent Problem Ticket
Title: "I Cannot Access System"
Type: Technical Problem
Priority: High
Response: "Password has been reset..."
Example 3: Modification Request Ticket
Title: "Request Permission Modification"
Type: Modification Request
Priority: Medium
Response: "Requested permissions have been added..."
These examples show different types of tickets and how to handle them.
Comprehensive Summary
Tickets = Unified system to solve all employee problems officially, quickly, and saved within system. Through ticket system, employees can report problems, request assistance, and follow up request status in an organized manner. System provides easy interface, attachment support, and instant notifications, making problem resolution quick and effective.