Effective and timely resolutions to issues with the help of support tickets can improve customer satisfaction. Within Birdeye, you can easily create and manage tickets for various locations to ensure quick redressal of issues. You can also download the ticket reports in Excel format.

VIEWING TICKETS

All the service tickets can be viewed under the 'Ticketing' tab on the left navigation rail. Once on the 'Ticketing' page, use the 'Filter by' tab to filter tickets according to type, status, time period, and owner in a single-location account, and ticket status, location, city, state, time, owner, etc in a multi-location account. If you want to view more filters, click on the 'See all filters' button.

The ticket source will also be visible with every ticket on this page. 

CREATING A TICKET

As a business owner, you can create and assign a ticket to an employee for quick redressal of an issue raised by a customer. To create a ticket, click on the 'Create ticket' button on the 'Manage your tickets' page.

When a pop-up window appears, you can type in the customer's information, select the location of the business from the drop-down menu at the top. Here are the other fields you need to enter to create a ticket. After entering the information listed below, click on the 'Save' button.

When you click on the 'Save' button, you will be able to see a success message on the top of the page along with the newly created ticket.

 ASSIGNING A TICKET

Tickets created within Birdeye can be assigned to different users added to the account for quick redressal and efficient reporting. You can assign a ticket to an employee while creating it.

Alternatively, you can assign a ticket within the account, by clicking on the 'Actions' drop-down button. 

Then click on the 'Update ticket assignment' option. 

From the pop-up window, use the drop-down menu to add a user to whom you want to assign the ticket. A ticket can always be reassigned to another team member within Birdeye. A fresh ticket will always be labeled as 'New' and 'Unassigned' before its status is changed. 

Using Birdeye's ticketing tool, you can also change the status of the tickets to show progress on the case. To change a ticket's status, simply click on the 'Actions' drop-down button.

Then from the options, click on the 'Update ticket assignment' option.

From the pop-up window, use the drop-down menu to select the appropriate status update for the ticket. 

Different statuses of ticket assignment:

New: This status implies that the ticket is freshly created and has not been assigned to any of the users.

Assigned: An assigned status means that a user has been assigned a ticket to address the issue.

In Progress: An in-progress status means that someone from the team is addressing the issue. 

Resolved: Resolved status signified that the issue has been successfully resolved by the company.

Closed: A closed status typically signifies the customer's agreement with the given solution.

To monitor activity and progress on each support ticket, you can click on the 'View activity' button on the bottom right of every ticket.

Upon clicking the 'Activity' button, you can view the internal reporting for a specific ticket and also the progress on the redressal of the issue.

DOWNLOADING TICKET REPORTS

Birdeye gives you the ability to download ticket reports in Excel format. To download the reports, click on the 'Actions' drop-down button on the top.

From the drop-down menu options, click on 'Download tickets (Excel)' to initiate an Excel copy of the tickets created on Birdeye.

Open the Excel file to view the reports. You can view the details categorized under 'Ticket ID', 'Status', 'Owner', 'Review posted on', and so on. The reports are also categorized into 'Review Ticketing Report', 'Social Ticketing Report', 'Survey Ticketing Report', and 'Other Ticketing Reports'. Click on the tab at the bottom to view the report you want.

LEARN MORE: SOME OF THE TICKETING BEST PRACTICES