EDG - Retail Ticket Creation Process

Modified on Mon, 20 Oct, 2025 at 2:31 PM

Steps:

Click ➕ New → New Ticket
Add Contact Details
- Customer’s name
- Email or phone number
Set Source → Phone
Update Subject→ e.g Product Complaint
Set Status → Open
Set Priority → Low
Select Group → EDG - Retail
Assign Agent → Choose your name
Fill in Description
- Reason why the customer contacted us
- What you informed or did
- Next action (if any)
Select the Store - Location → e.g Nad Al Hammar
Select the Brand → e.g Geant
Select the Call Direction → e.g Inbound
Select the Call Language → e.g English
Set Category1→ e.g Complaints
Set Category2 → e.g. Retail Product Price
Set Category3 → e.g. High
Select the Department → e.g. Retail Operations
Create