How to Manage 360° Ticketing from Portals

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How to Manage 360 Ticketing from Portals
As any support staff member knows, customers
raise support tickets for various queries. Many
times, those queries are repetitive. This is
where efficient ticket management comes into the
picture. There are a number of ways to handle
it. But the easiest way to handle it is to have
a smart ticket management feature built into the
customer portal.
Lets explore the feature that is built into Power
Apps Customer Self-Service portal.
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Heres how to manage 360 ticketing from the
PowerApps portal Steps Step 1 Your portal
users can login using their portal user
credentials in PowerApps Portal. Step 2 From the
Navigation Menu, they need to navigate to My
Support. The Case list view will open from where
they can see their cases.
Users will search for a problem solution before
generating any case, if they dont find one,
they will add a new case, edit existing case or
remove case.
s ales_at_crmjetty.com
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Step 3 To create a new case, they can click on
Open a New Case.
User will also get a solution as a suggestion
while typing the case title. Similarly, if you
opt for a third party solution over the default
portal, you can get a robust ticketing management
solution. Lets look at the steps of how to
manage the same in the Dynamics 365 WordPress
customer portal Step 1 Your portal users can
login with their portal user credentials in
Customer Portal.
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Step 2 They need to navigate to the case module
where they will be able to see the list of
records of that module. They can search a record
from the list view, delete it or update it. They
can also filter the existing contacts based on
account and contact selection. It will allow
them to filter and get details of specific child
contacts. These hierarchy settings will be based
on the hierarchy that is set by admin on the
Dynamics CRM side. So the parent roles will be
able to see the cases of their child roles.
Step 3 Your users can add a new record to that
module. To add a new record, they need to click
on the Add Case button from the list view or
from the navigation menu by clicking on the Add
button.
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• This Customer Portal provides Case Deflection.
  This feature will help portal users to get
  probable solutions before generating any case.
• When a portal user faces any queries or issues,
  they will be able to navigate to Add Case option.

- Once they create a new case from the portal, it
will get reflected in Dynamics CRM.
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Step 3 By clicking on the View button from the
List View, your users can view the details of a
case. They can edit that case or add notes for
particular cases from the detail view.
The purpose of tickets is to solve certain
problems that a user is facing. But it should
also be easy to do for the support staff. With
features like case deflection, they can handle
the issues that are new or unique instead of
spending all their time on queries that already
have a ready made solution. Whether you go with
the default option or a third party portal
solution, make sure to get one with a robust
ticket management feature.
Source https//www.crmjetty.com/blog/how-to-360-t
icketing-port als/
s ales_at_crmjetty.com