Customer Service Tickets
SUMMARY / PURPOSE
Use this article to understand how Customer Service Tickets work in Transvirtual and how to create, assign, and manage them.
This guide explains the ticket workflow, status definitions, and available functionality.
OVERVIEW
Customer Service Tickets allow customers to raise consignment-related issues directly with your team. Staff can view, assign, update, and track these tickets through resolution.
Use this when:
- Customers report consignment issues or need assistance
- Staff need to track and manage customer queries
- You want to centralize customer communication against specific consignments
Do not use this when:
- Communicating routine operational updates (use consignment comments instead)
- Logging internal tasks unrelated to customer queries
ACCESSING CUSTOMER SERVICE TICKETS
Navigate to Transport > Administration > Customer Service Tickets
This page displays:
- Ticket statistics (solved, raised today)
- Global and personal dashboards
- Global and personal ticket lists
- Unassigned ticket list
NOTE: Colour Legend: Scroll to the bottom of the page and click "Colour Legend" to view status colour indicators.
STEP-BY-STEP INSTRUCTIONS
Creating Customer Service Tickets
Customer Creation
Via Consignment Communication Tab:
- Open the relevant consignment
- Navigate to the Communication tab
- Click the ticket icon (top right corner)
- Follow the prompts
Via Email (requires EDI setup):
- Customer emails your designated support address
- Email auto-forwards to an address linked to an Import EDI rule
- System generates a ticket automatically
Staff Creation
Staff can create tickets using any of these methods:
- Via consignment Communication tab (same as customer method above)
- Via flagged comments screen
- Directly from the Customer Service Tickets page
Managing Customer Service Tickets
Assigning Tickets
Using the Unassigned List:
- Click Unassigned List tab
- Click on a ticket
- Select a user from the list on the right
- Confirm assignment when prompted
Updating Ticket Details
Within an open ticket, you can:
- Assign to a staff member
- Change ticket status
- Select issue category
- Adjust ticket source
- Set priority level
- Change customer
- Change agent
- Assign to internal group (e.g., Customer Service, Operations)
- Add/edit/remove comments
- Upload files or images
- Track system events
Adding Comments
Via Ticket Page:
- Navigate to Customer Service Tickets > Your List
- Double-click the ticket number
- Click Add Comment
- Enter your comment
- Click Add
Via Consignment Communication Tab:
- Open the consignment
- Click the Communication tab
- Click the dropdown arrow
- Select Add Ticket Comment
- Enter your comment
- Click Add
Closing Tickets
- Open the ticket
- In the Actions section, click Close Ticket
- The ticket status changes to "Closed" and remains searchable
TICKET STATUS DEFINITIONS
Status Meaning Created Ticket created with no other activity Created Pending Assignment System generated Assigned Assigned to a customer service representative Escalated Internal Escalated to another representative In Progress Currently being worked on Waiting Customer Awaiting customer response Waiting 3rd Party Awaiting third-party response On Hold Pauses KPI response times Pending Auto Close System generated Auto Closed Closed by system service Closed Resolved and closed by user Closed, Not Resolved Unable to resolve, closed by user Deleted Ticket raised in error
NOTE: Some statuses are "Advanced Ticket Statuses" and only display when enabled in Global Settings:
- Navigate to Configuration > General > Global Setup > General tab
- Scroll to the "Other" section (bottom right)
- Enable the Advanced Ticket Statuses setting
UNASSIGNED LIST
All newly created tickets appear in the Customer Service Tickets page, regardless of how they were created.
Assigning Tickets from the Unassigned List
- Navigate to Transport > Administration > Customer Service Tickets
- Click the Unassigned List tab
3. Click on a ticket to select it
4. Select a user from the list on the right
3. Click Yes, assign when prompted
The ticket now appears in the assigned user's personal list.
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