Virtual Tickets

A Virtual Ticket is a webpage showing the details of a single case record. The page has a unique URL that provides limited-time access to the ticket.

The ticket updates automatically to reflect changes in the case data.

Customers are usually redirected to this page after booking appointments or queueing up in the portal. However, it is also common to send a link to the virtual ticket via SMS or email.

Customers can use the virtual ticket to leave the queue, cancel an appointment, and submit feedback when the case is closed.

Collecting Customer Feedback

You have the option to use the virtual ticket system to gather customer feedback. This feature can be activated for specific service categories.

By selecting the "Ask for customer feedback" box on the service category details page, the virtual ticket will prompt customers to rate their experience when their case is resolved.

The data collected can be analyzed using the Customer Satisfaction reports.

Rating Experience Using the Virtual Ticket

Appearance

Texts and Translations

A virtual ticket has multiple pages, one for each case state.

To customize the texts on the ticket pages, use the Public Apps tool to edit the Ticket Profile.

The ticket profile consists of pages; each page contains all the texts used by the ticket and their translations to other languages.

Ticket Profiles

You can create multiple ticket profiles in your organization, but only the default profile is being used by the system.

To use a different profile for tickets, set another profile as the default one.

Colors, Fonts and Graphics

The ticket's Theme controls the portal pages' colors, fonts, and graphics.

⚒️Managing Themes