The Ticket Queue
Click Support Desk → you see the ticket list with all open tickets. Filter by:
- •Status: Open, In Progress, Resolved, Closed
- •Priority: Low, Medium, High, Urgent
- •Assigned Agent: Your tickets, unassigned, specific agent
- •Date: tickets created today, this week
Working on a Ticket
- Click a ticket to open it.
- The ticket shows the full conversation thread with the customer.
- Type your reply in the Reply box (customer will receive this via email).
- Or click Internal Note to add a note visible only to your team.
- Change the Status as the ticket progresses.
- Change the Priority if urgency changes.
- Reassign to another agent from the Assignee dropdown.
Closing a Ticket
Change Status to Resolved or Closed. When a ticket is Resolved, Vedain automatically sends the customer a CSAT survey email asking them to rate their support experience (1-5 stars).
CSAT Survey Results
Go to Support Desk → CSAT to see all survey responses, average satisfaction score, and comments. This helps you identify which agents and ticket types need improvement.
Frequently Asked Questions
How do customers receive my replies?
When you reply to a ticket, Vedain sends the reply to the customer's email address. The email shows your support portal name as the sender. The customer can reply to that email and their response adds to the ticket thread.
Can I set up SLA rules (e.g., respond within 4 hours)?
SLA configuration is available in Support Desk → Settings → SLA Policies. Set first response time and resolution time targets. Tickets approaching or breaching SLA are highlighted.
Can I create canned responses for common questions?
Yes. Go to Support Desk → Settings → Canned Responses → New Response. Save common replies with a shortcut name. When replying to a ticket, type / to search and insert a canned response.
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