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Adding Support Tickets ➕

Introduction​

Creating a new support ticket in Amplifi-Qx Hub is the first step in managing customer issues effectively. This guide walks you through the process of adding new tickets and ensuring they're properly configured for efficient handling.

Accessing the Add Ticket Form 📝​

Navigate to the Add Ticket form through one of these methods:

  • Click the '+' button in the top navigation
  • Select 'Add Ticket' from the Tickets dashboard
  • Use the quick action menu from the main interface

Essential Information​

Ticket Template Selection​

Before creating a new ticket, you can optionally apply a template to:

  • Standardise common issues
  • Pre-fill relevant fields
  • Ensure consistent handling
  • Speed up ticket creation
  • Maintain quality standards

Required Fields 📋​

Contact Information​

Select the relevant contact from the dropdown menu. This will automatically:

  • Link the ticket to the correct company
  • Provide contact details
  • Enable client communication
  • Establish ticket ownership
  • Set up proper routing

Category Assignment​

Choose the appropriate category to ensure proper handling:

  • Technical Support
  • Customer Service
  • Billing
  • System Issues
  • General Inquiries

Priority Setting ⭐​

Assign the correct priority level (1-5):

  1. Critical - Immediate attention required
  2. High - Urgent resolution needed
  3. Medium - Standard handling timeframe
  4. Low - Non-urgent resolution acceptable
  5. Planning - Future consideration

Ticket Title​

Create a clear, descriptive title that:

  • Summarises the issue concisely
  • Includes key identifying information
  • Enables easy reference
  • Facilitates searching
  • Maintains clarity

Problem Description​

Provide a detailed description including:

  • Issue specifics
  • Steps to reproduce
  • Impact on operations
  • Relevant background
  • Any attempted solutions

Assignment Options 👥​

Assigning Tickets​

Select the appropriate team member based on:

  • Technical expertise
  • Current workload
  • Availability
  • Specific knowledge
  • Client relationship

Best Practices 💡​

Creating Effective Tickets​

Clear Documentation​

Ensure comprehensive information by:

  • Including all relevant details
  • Documenting specific issues
  • Adding supporting files
  • Noting priority factors
  • Recording contact preferences

Proper Categorisation​

Maintain efficient handling through:

  • Accurate category selection
  • Appropriate priority setting
  • Correct assignment
  • Clear description
  • Proper tagging

Quality Standards​

Information Quality​

Maintain high standards by:

  • Verifying contact details
  • Checking category accuracy
  • Confirming priority level
  • Reviewing descriptions
  • Validating assignments

Response Management​

Set up for efficient handling by:

  • Setting appropriate priorities
  • Including all necessary details
  • Attaching relevant files
  • Noting special requirements
  • Documenting communication preferences

Return to Support Overview → Learn About Ticket Management →

Remember

Taking time to create detailed, well-categorised tickets helps ensure faster resolution and better customer service.

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