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Support Ticket System

A centralized ticketing system that accepts inquiries and routes them to the appropriate dealer or distributor departments for resolution.

Ticket Types

There are five main types of tickets that can be created by users (Customers, Dealer, or Distributor Staff):

  • General Inquiry: Requests for general information, complaints, or other feedback.
  • Vehicle Quotation: Requests for a quotation for buying, selling, or trading a specific vehicle model.
  • SSC Inquiry: Inquiries about the SSC information for an Unauthorized Vehicle.
  • Service Booking: Requests for a service appointment for a vehicle.
  • Test Drive: Requests for a test drive of a vehicle.

Ticket Assignment

Any given ticket can have the following assignment statuses:

  • Unassigned: The ticket has not been assigned yet. It must be reviewed by the distributor and assigned to a dealer or distributor staff.
  • Assigned to Dealer: The ticket has been assigned to a dealer (Company) without a specific branch/team. The dealer can assign the ticket to a specific branch or team.
  • Assigned to Branch: The ticket has been assigned to a specific branch of a dealer or distributor.
  • Assigned to Team: The ticket has been assigned to a specific team of a dealer or distributor.

Note

Dealers, Branches, and Teams are created and maintained on the Identity System.

Ticket Sources

Tickets can be created from the following sources:

  • Web Portal: The ticket is created by a user on the ticket web portal.
  • API: The ticket is created using the API. The API can be called from any authorized external system (Website, Mobile App, Chatbot, etc.).

Ticket Status

Some of the most common statuses that a ticket can have are the following:

  • New: The ticket has been created and has not been reviewed yet.
  • In Progress: The ticket is being reviewed and worked on by the assigned dealer or distributor staff.
  • On Hold: The ticket is on hold and is not being worked on.
  • Pending Customer: The ticket is waiting for a response from the customer.
  • Unresolved: The ticket cannot be resolved and is closed.
  • Resolved: The ticket has been resolved and closed.

Communication Channels

The ticket system supports the following communication channels:

  • Chat Apps: WhatsApp, Viber, Facebook Messenger, Telegram, etc.
  • Email: Outgoing notifications only.

Warning

Chat App integration does not come out of the box and must be implemented in accordance with the third-party vendor that the distributor is using.