Ticket statuses and processes in Retino provide a flexible and clear way to manage the entire lifecycle of tickets, from creation to successful resolution. These tools allow you to define your own workflows for handling tickets based on your specific needs.
Basic Components of Processes
Retino uses three main components to define ticket processing processes:
Ticket type - the basic category of the ticket (e.g., claim, return)
Process step - the main phase of ticket processing (e.g., New ticket, Resolving, Decision)
Ticket status - a specific state within a process step (e.g., "Goods received by us", "Approved - Refund", "Unauthorized - Returning goods to customer")
Ticket Types
After creating an account in Retino, you have two default ticket types: "Return" and "Claim". You can rename these types or create your own types based on your needs in ticket type settings.
Important Information. Each ticket type has its own processing process, which may differ in the number of steps and statuses.
Process Steps
Process steps represent the main phases of ticket processing and are displayed as columns in the process settings. A typical structure of process steps may include:
New ticket
Waiting for acceptance
Resolving
Decision
Resolved
Each process step contains one or more statuses a ticket can reach.
Ticket Statuses
The ticket status represents the specific situation a ticket is in. Statuses are organized within process steps and have their own color for easy visual identification.
Examples of statuses in different process steps:
In the "New ticket" step: "New ticket"
In the "Waiting for acceptance" step: "Waiting for goods"
In the "Resolving" step: "Goods received by us"
In the "Decision" step: "Approved - Sending goods", "Approved - Refund", "Unauthorized - Returning goods to customer"
In the "Resolved" step: "Goods sent to customer", "Refunded", "Goods ready for collection"
Process Settings
Processes in Retino can be configured in the Settings > Processes section. Here you can:
Create and edit process steps
Define statuses within each process step
Set colors and order of statuses
Move process steps and statuses using drag and drop
In the process settings, process steps are displayed as columns and statuses as cards within these columns, similar to a Kanban board. This arrangement provides a clear way to visualize the entire ticket processing process.
Ticket Progress Through the Process
When a ticket is created (either by a customer or an agent), it is placed in the default status of the given ticket type. As the ticket is processed, its status changes:
An agent can change the ticket status directly on the ticket detail page using the "Change status" button
A system message about this change is automatically created in the ticket history when the status is changed
If the new status is part of a different ticket type, the ticket type will automatically change
Tip for efficient work. On the ticket detail page, the process is shown as a sequence of steps, with completed steps marked in blue and checked, the current step highlighted, and future steps displayed in gray.
Automation of Processes
Retino allows you to automate status changes using the Automation feature, where you can set rules for automatically changing the status based on various events:
Ticket creation by customer or agent
Ticket status change
Adding a tag to a ticket
Closing a ticket
Customer sending a message
Automation of processes can significantly improve ticket handling and reduce the amount of manual work required for their management.
Bulk Status Changes
For efficient management of a large number of tickets, you can use bulk status changes directly from the ticket list:
Select the tickets you want to modify
Click the "Actions" button and select "Change status"
Select the new status for the selected tickets
Confirm the change
Examples of Processes
The ticket processing process for "Return" might look like this:
New ticket - The customer creates a new ticket for returning goods
Waiting for acceptance - The customer has sent the goods back
Resolving - The goods have arrived and are awaiting inspection
Decision - After inspection, a decision is made about the refund
Resolved - The money has been refunded to the customer
Each of these steps can contain one or more statuses that more precisely define the situation in that step.
Summary
Statuses and processes in Retino provide a flexible way to define and manage workflows for handling tickets. The ability to create custom ticket types, process steps, and statuses allows you to tailor the entire process to your specific needs and ensure that each ticket is handled efficiently and transparently.
For more information about ticket types, see the Ticket Types article.