Documentation / Working with tickets
Follow-up actions (Ticket actions)
This feature is available if the Ticket actions feature has been activated for your account.
In short: A follow-up action is a task that belongs to a ticket but is not part of the conversation itself: checking stock, calling a supplier, issuing a refund. You attach such an action to the ticket, give it an owner and a deadline, and work through all open actions from one list.
Where to find this
- Open actions in the main menu: all actions of the organisations you have access to.
- The Actions tab next to an open ticket, and the Add action button (the tick icon) in the top bar of the ticket.
- In the ticket overview, the row of a ticket with open follow-up actions shows a tick icon. The tooltip shows (number) open action(s) and lists them.
Who: from the Agent role. An Organisation admin manages which actions your team can choose under Account > Ticket actions; that list applies to the whole account.
Adding an action to a ticket
- Open the ticket and click Add action in the top bar, or open the Actions tab and click Add action there.
- Under Choose an action, choose the action. The description of the action appears below the dropdown, if there is one.
- Fill in the input fields of the action. Which fields there are depends on the action (see below).
- Optionally fill in a Note (optional), up to 2000 characters.
- Optionally choose a Deadline (a date only). The field can be cleared.
- Under Assigned to, choose the colleague who will pick up the action. This field is required. With Assign to me you fill in yourself.
- Click Save. You see Action added.
The Add action dialog with the Choose an action dropdown, the input fields of the chosen action, Note (optional), Deadline and Assigned to with the Assign to me button.
Types of input field
| Type | How to fill it in |
|---|---|
| Text | A free text field. |
| Yes/no | A checkbox. Ticked means “yes”; unticked counts as not filled in. |
| Amount | A number with two decimals with the currency symbol after it. Cannot be negative. |
If no action has been set up at all yet, the dialog shows No actions are available yet for this organisation. Actions are set up per domain profile; contact aishaa to have them configured. Contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.
Standard actions
aishaa provides a fixed set of standard actions. Which of them are available for your organisation depends on the setup. Standard actions cannot be changed; an Organisation admin can add their own actions.
| Standard action | Details |
|---|---|
| Check stock | |
| Contact the supplier | |
| Start an investigation with the carrier | For a missing or damaged parcel that needs an investigation or claim with the carrier. |
| Process return | |
| Issue refund | Fields Full refund (yes/no) and Amount for a partial refund. |
| Call the customer back | |
| Request documents from the customer | |
| Schedule a valuation | |
| Contact the lender | |
| Contact the notary | |
| Follow up on the interest rate offer |
Completing actions on the ticket
On the Actions tab each action has a card with the name, a status chip (Open, Completed or Cancelled), the fields filled in, the note, Created by (name) on (date), the deadline and the owner. If the deadline has passed and the action is still open, the date is red with the text Overdue.
The Actions tab next to a ticket with an action card, the status chip, the deadline and the Mark as completed and Mark as cancelled buttons.
| Button | Meaning |
|---|---|
| Mark as completed (green tick) | The action has been done. Status becomes Completed. |
| Mark as cancelled (cross) | The action is no longer needed. Status becomes Cancelled. |
| Reopen (arrow) | Only for a completed or cancelled action: sets the status back to Open. |
After every change you see Action updated. If the ticket has no actions, it says No actions have been added to this ticket yet.
The Open actions page
The Open actions page shows actions across all tickets and organisations.
The Open actions page with the search bar, the Status filter, the Only my actions switch, the Edit menu and the columns Action, Ticket, Organisation, Customer, Deadline, Assigned to and Created.
Toolbar:
| Item | Meaning |
|---|---|
| Search field | Searches the list; the list refreshes half a second after you stop typing. |
| Status | Open (default), Completed, Cancelled or All. |
| Only my actions | Shows only actions assigned to you. |
| Edit | Menu for the ticked actions: Mark selection completed, Mark selection cancelled and Assign selection (choose a colleague or Assign to me). You then see (number) action(s) updated. |
| Refresh | Reloads the list. |
Columns: Action (name, a note icon with the note as a tooltip and a summary of the fields filled in), Ticket (the number; clicking opens the ticket), Organisation, Customer (with the subject of the ticket), Deadline (red with Overdue if it has passed), Assigned to and Created (date and by (name)).
Double-click a row to open the Edit action dialog. In it you change the fields, the note, the deadline, the owner and the Status; at the bottom it shows Ticket #(number) · (organisation) as a reminder. If the action no longer exists or you no longer have access to it, you see This action is no longer available or you no longer have access to it.
If the list is empty, it says No open actions.
Notifications
Follow-up actions are not on the Dashboard and do not count in To do.
- Next to Open actions in the main menu there is a badge: (number) action(s) to finish today or, if there are actions past their deadline, (number) action(s) past their deadline. “Today” is determined in your own time zone.
- If you want an email when colleagues assign actions to you, switch on Email me when actions are assigned to me in My profile. You then get one short email per series of assignments, with the subject A new action was assigned to you or (number) new actions were assigned to you, for each action the text Assigned by (name) and Due date: (date), and the buttons View action and View my actions. Assignments made shortly after each other are bundled.
Good to know
- Without the Ticket actions feature you do not see the page or the tab; the page then only shows the text that this is managed by aishaa.
- A follow-up action is an internal task. The customer sees nothing of it, and nothing is sent to the customer.
- A deadline is a date only, not a time. Apart from the badge in the menu and the optional email on assignment, there is no separate reminder or push notification for an approaching deadline.
- Follow-up actions are different from plugin actions. A plugin action actually carries out something in a connected system, see Reviewing and starting actions on the ticket. Follow-up actions are also different from the Tasks and Requests in To do: a workflow sets those up, and follow-up actions do not count there. See To do. If you are waiting for a reply from a supplier, also look at Waiting for an external reply.
- An Organisation admin manages the list of actions under Account > Ticket actions: adding their own actions with a name, description and input fields (Text, Yes/no or Amount, Required or not), and archiving actions. An archived action can no longer be attached to tickets; existing actions stay unchanged.