Overview

Responding to Tickets and Queries helps efficiently manage and resolve inquiries from leads or applicants, ensuring smooth communication.

• Seamless Ticket Management: Revert to raised queries directly within the system.

• Improved Customer Engagement: Address concerns promptly to strengthen relationships.

• Efficient Workflow: Streamlines the process of handling and resolving inquiries.

This ensures timely responses, enhancing user satisfaction and maintaining workflow efficiency.

Step-by-Step Guide to Revert/Query Raised by a Lead/Applicant

How to Revert to a Ticket?

1. Navigate to Query Manager > Manage Applicant Queries.

2. Use the filters on the top right corner and apply relevant filters using:
   

• Email ID

• Query ID

• Phone number

• Query Status (Open, In Progress, Closed)

• Query Category
  

3. Click on the Ticket ID of the query you want to address. A separate form will open for that specific query.

4. Review the Applicant Activity section, which provides detailed insights into the applicant’s history to help customize your response.

5. Type your response in the text field.

6. Choose an appropriate status from the dropdown menu:

• In Progress: Keeps the ticket open for further communication.

• Close: Marks the ticket as resolved and closes it.
  

7. Click on Send to submit your response.
   

How to Create FAQs?

To streamline query resolution, you can create frequently asked questions (FAQs) within the system.

1. Navigate to Query Manager > Manage FAQs.

2. Click on Create button to add a new FAQ and Add FAQ form will open.

3. Enter the required details:
   

• College: Select the institute for which the FAQ is being created.

• Question: Enter the frequently asked question.

• Category: Assign a category to the question.

• Description: Provide a brief explanation.

• Status: Set the status as Active or Inactive.
  

4. Click on Save to create the FAQ.
   

Points to Keep in Mind

• Ensure that responses are clear and relevant to the query.

• Always check the applicant’s activity history before responding.

• Use FAQs to reduce response time for common queries.

• Assign appropriate statuses to queries to maintain organized communication.

Conclusion

By following this guide, you can ensure a structured and efficient approach to handling applicant queries, leading to improved communication and faster resolution times. Utilizing the Query Manager and FAQs helps streamline the support process, reduce repetitive inquiries, and enhance applicant satisfaction. This ultimately contributes to a well-organized workflow and a better user experience.