Tickets | MGR | Knowledge Base

Can I search any specific ticket?

Can I search for any specific ticket? Yes, you surely can. Go to Tickets/Customers > Manage Tickets. Click on Expand Search Form to show Filter settings. Apply a filter to search for a specific ticket by narrowing down your search. You can search … Continued

Service Level Agreements (SLAs)

A Service Level Agreement, or SLA, is the standard of service that you agreed to deliver to your customers. The service agreement will represent the response times and the resolution times offered by you. You can configure actions like response … Continued

How can I view complete ticket details?

How can I view complete ticket details? On the ticket listing page, click on EDIT icon against the ticket you wish to view. This will take you to the ticket details page.

Ticket Automations

Ticket Automation is a powerful feature within MGR that allows you to create rules for handling tickets, ticket automation will allow you to create “Conditions” and “Actions“, and when those conditions are met the system will perform those actions. The potential uses … Continued

How to delete a repair ticket?

How to delete a repair ticket? Currently, you cant delete a ticket due to the packages (the ones with the limitations on the number of tickets) we offer however if sales fall through, you can always change the ticket status … Continued

Mailbox and mailbox rules

Mailbox and mailbox rules are designed to automate your ticket workflows, increasing efficiency and saving time for your team. Mailboxes can be used to assign emails to tickets and leads as well as another way of creating tickets automatically. Creating … Continued

How to assign repair ticket to a technician?

How to assign a repair ticket to a technician? In order to assign a repair ticket to a technician in MGR, go to a Ticket detail page. At the bottom of the screen, you will see Allocate to Technician. Select … Continued

How does ticket monitor work?

To make things easier, MGR lets you monitor the tickets in real-time via the “Ticket Monitor” screen. The ticket monitor consists of 2 primary settings. Ticket Monitor Snippet Ageing Ticket Monitor Snippet The “Ticket Monitor Snippet” is where you define … Continued

Can I get notifications when a Ticket is assigned to me?

Shop admin has to enable the notifications (3 – Alert to repairer when a new repair is assigned) via the “Shop Settings“.

Canned Response

Canned Response Canned Responses are an easy way of quickly responding to common questions and other messages. Some basic uses for canned responses could be to reply to common questions, quickly give out information or complex instructions, or even making … Continued