The SafariDesk Ticketing System is designed to streamline how support requests are received, tracked, and resolved. Every customer interaction, whether it’s a technical issue, service request, or general inquiry is recorded as a ticket, ensuring visibility, accountability, and timely follow-up throughout its lifecycle.
Ticket Creation Methods
Tickets in SafariDesk can be created through multiple channels to accommodate different customer preferences and contact points.
1. Phone Support
When a customer contacts the support team by phone:
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A support agent records the details directly in SafariDesk.
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The agent fills in key fields such as customer name, contact details, issue category, and a brief description.
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Once submitted, SafariDesk automatically generates a unique ticket ID and timestamps the request.
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The ticket is then visible in the agent’s dashboard and queued for action.
Example:
A client calls to report a system outage. The support agent logs the issue in SafariDesk and assigns it to the Technical Support queue for investigation.
2. Web Portal Submission
Customers can create tickets directly through the SafariDesk Support Portal:
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The customer completes a New Ticket Form, selecting a category such as Technical Issue, Billing Inquiry, or Access Request.
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They can include a detailed description, attach files or screenshots, and specify the urgency level.
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Upon submission, SafariDesk generates a confirmation email containing the ticket reference number and a link for tracking progress.
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The ticket is automatically routed to the appropriate department or agent based on configured rules.
Example:
A user logs in to the SafariDesk portal and submits a ticket for “Password Reset Request.” The system automatically assigns it to the IT Support queue.
3. Email to Support Address
SafariDesk also allows ticket creation via email, offering convenience for users who prefer direct communication.
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When an email is sent to [email protected], the system automatically converts it into a ticket.
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The email subject becomes the ticket title, and the message body is captured as the description.
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Any attachments (e.g., screenshots, documents) are stored within the ticket for easy access.
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The sender immediately receives an acknowledgment email with their ticket ID and tracking link.
Example:
A customer emails [email protected] with the subject “Unable to generate monthly report.” SafariDesk logs it as a new ticket with the same title and routes it to the Reporting Support Team.
✅ Summary
The SafariDesk Ticketing System provides an efficient, transparent, and multi-channel support workflow from ticket creation via phone, web, or email, to final resolution and closure. By following this process, both support teams and customers benefit from streamlined communication, faster problem resolution, and continuous service improvement.