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An Issue is an incoming query from a Customer, usually via email or from the Contact section of your website.

Tip: Maintaining a dedicated support email address is an effective method for managing incoming queries. For instance, forwarding support queries to BizCentric at [email protected] will automatically generate an issue in our system.

To access the Issue list, go to:

Home > Support > Issues > Issue

1. Prerequisites

Before creating and using Issues, it is advised that you create the following first:

2. How to Create Issue

Issues are automatically created if you use the append to feature in Email Account.

You can also create an Issue manually, to do that:

Go to the Issue list, click on New.
Enter the Subject, Raised By, and a description of the Issue.

2.1 Additional Options when Creating an Issue

Status: Upon creation, a new Issue’s status will be “Open.” Upon receiving a reply, its status changes to “Replied.”

Open: The Issue has been created and awaits a response.
Replied: A reply has been provided to the Issue.
Hold: The Issue is temporarily suspended due to certain reasons.
Resolved: When users are confident, they have addressed the customer’s concern but haven’t received confirmation from the customer.
Closed: The customer has confirmed satisfactory resolution, leading to the closure of the Issue.

If the sender replies to the thread, the status reverts to “Open.” Users can manually “Close” the Issue by selecting the Close button located at the top right corner.

Note: If SLA has been set up, then the fulfillment status of the SLA will be updated on both, the Closed as well as the Resolved status.

Customer: If the email originates from a customer stored in your BizCentric account, a customer link will populate this field.
Priority: Priorities can be configured according to specific needs. By default, three priorities exist—Low, Medium, and High. You can modify or expand these as necessary.
Issue Type: Issues can be categorized using various types such as ‘Functional’, ‘Technical’, ‘Hardware’, and so forth.
Raised By (Email): The email address from which the Issue was sent will be displayed here.

3. Features

3.1 Details

Description: This is a text field in which details about the Issue can be seen. This can also contain an image or a table.

3.2 Service Level Agreement

It represents an agreement between a service provider and the end user, outlining the expected level of service from the provider.

Users can choose the Service Level Agreement (SLA) from the available options.

Each issue will be assigned a Time to Response and Time to Resolve, indicating the duration within which the support team must respond to and resolve the issue.

Priority adjustments can be made to escalate the issue, with specific priorities outlined in the Service Level Agreement.

If necessary, the Service Level Agreement can be reset by selecting the “Reset Service Level Agreement” button in Issues.

3.3 Response

Minutes to Initial Response: Duration in minutes from the creation of the Issue to the dispatch of the first reply.
First Response Date: Marks the date and time when a support team member initiates the first response to the issue.
Average Response Time: The mean time elapsed in responding to the customer. Calculated by averaging all time intervals between received and sent communications. This field updates with each reply dispatched to the customer.

3.4 Reference

User can filter the issues based on these fields linked to the Issue:

Lead
Contact
Email Account
Project
Company

3.5 Resolution

Opening Date: The date when the issue is initially created or logged will be recorded.
Opening Time: The precise time of creation or logging of the issue will be automatically noted.
Resolution Date: The date and time when the user resolves the issue will be updated in this field.
Resolution Details: Users can input details about the resolved issue into this text field. Additionally, users can upload images or create and input data into tables.
Resolution Time: The total duration taken to close the ticket, from the creation of the issue to its closure.
User Resolution Time: Often, users must await a customer’s reply to resolve certain issues. When assessing a user’s productivity, this wait time should be excluded. Therefore, user resolution time represents the total time a user spends to close the ticket, calculated as:

User Resolution Time = Resolution Time – Total Time Waiting for Customer’s Reply

The Resolution Time and User Resolution Time metrics are determined upon “Close” status. These metrics automatically reset when the issue reopens or splits.

Via Customer Portal

If the Issue is raised by a website user who does not have access to modules, this checkbox will be marked to indicate so.

4. After Saving

4.1 Add Comments

After registering the Issue, support team users can input comments regarding the issue. This field is editable. Comments within Issues are reserved for internal discussions and are not visible to customers.

4.2 New Email

Users have the option to draft an email to the individual who raised the Issue. All emails, both received and sent, are displayed in a thread within the Issue.

4.3 Discussion Thread

The email discussion thread within an Issue retains all email exchanges related to the Issue, allowing users to monitor communications between the sender and responder.

When a new email is dispatched from your mailbox, an automatic response containing your message and the Support Ticket Number is sent to the sender.
The sender can then reply to this email, providing additional information.
Subsequent emails with the Issue number in the subject line will be appended to the existing Issue thread.
The sender has the option to include attachments in the email.

4.4 Assigning Issues to Users

Issues can be assigned automatically among Users using Assignment Rule.

You can assign an Issue to a specific User by clicking on “Assign” feature in the left sidebar. This will add a new To Do to the user and also send a message indicating that this Issue is allocated.

4.5 Closing

You can close the Issue manually by clicking on ‘Close’ in the toolbar.
If the sender does not reply in 7 days, then the Issue gets closed automatically.