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Regardless of the original channel, a ticket is automatically generated for each customer inquiry. Traditional channels include Chat, Email, Letter and Call.Additionally, there is Customer Center for personal appearances on site, Portal for concerns conveyed via integrated web forms, and System for automatically generated tasks, such as those arising from Mako or NNA processes.

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Display

At a glance: Mood of the customer, Content and Subject, Priority, Assignment and Status. The view can be sorted individually. The Filter allows specific tickets to be retrieved across many criteria. The [Mass Update](/de/ticket-processing/ticket-overview-filters#mass update) enables targeted actions across multiple tickets.
Ticket Overview

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Filter

In addition to the conventional filter functions, the filter offers additional possibilities that go beyond the classical limitation of tickets.

Filter

If skills are assigned to the user, e.g. meter reading and bank data, the Autopilot can be activated.
The topics in the filter are now pre-filled, and in this mode, the user only receives tickets that match the assigned skills.
Filtering by annoyed customers and targeted processing can prevent escalations.

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Mass Update

The mass update makes it possible to change attributes of several tickets targeted and consistently.

Mass Update

Using the checkbox selection, any number of tickets can be marked and then updated in one step.
This allows operational adjustments to be efficiently made across larger ticket sets without having to open each ticket individually.

Mass Update

An update of status, agent, priority and due date behaves just like in a single ticket.
When updating topics, all existing tags of the selected tickets are replaced. If topics are only to be added or removed, separate options are available for this.
“Reprocessing of AI” updates all AI results of the selected tickets. The processing takes place in the background and usually takes 5–30 seconds per ticket.
In the daily business, it happens that tickets on a certain topic are received more frequently and should be processed on a priority basis in the short term.
If the priority is set by mass update, it remains in place even with later feedback from the customer, even if the new concern relates to another, less relevant topic!
To have the priority reoriented to the respective topic with renewed feedback, it is recommended to use a tag such as “Temporarily prioritized” with corresponding priority. This tag can be added specifically to the affected tickets, used for the duration of the prioritization and subsequently removed just as specifically.