How to Raise a Ticket about Reviews in ProManage?

The Reviews → Ticketing feature in ProManage allows businesses to track, assign, and manage customer review follow-ups efficiently. By raising a ticket on a review, you ensure accountability and structured resolution of customer concerns.

Steps to Raise a Ticket in Reviews

Step 1: Navigate to the review for which you want to raise a ticket and click on the Create Ticket option.

Step 2: In the Assign To field, enter and select the name of the user you want to assign the ticket to.

Step 3: Add a comment to provide context or details about the ticket.

Step 4: Attach supporting files, such as screenshots or documents, that may help resolve the issue.

Step 5: Select a Priority Level for the ticket:

1. Low – Minimal urgency, can be addressed at a later time.
2. Medium – Requires attention but not critical.
3. High – Needs immediate action due to urgency or business impact.

Based on the urgency & importance required for the ticket to be allocated, you can assign the priority accordingly.

Step 6: Click Save. The ticket will be assigned to the respective user, and you can track it in the Tickets page.

Ticket Status and Visibility

Once created, the ticket status will be displayed alongside the review.

If no ticket has been created for a review, the Create Ticket option will be available.

You can click on the "Ticket Assigned" status to view the complete information of the ticket. The following information of the ticket will be available,

1. Ticket ID
2. Priority
3. Assigned To (User Name)
4. Current Status of the ticket
5. Review/Mention Information
6. Ticket Status history
7. Comments

Managing Tickets

Within a ticket, you can perform the following actions:

1. Re-assign Ticket – Update the Assigned To user.
2. Update Status & Priority – Adjust based on progress and urgency.
3. Add Comments/Attachments – Collaborate with additional details or supporting documents.

After making updates, click Save to confirm changes.

Best Practices

1. Always add clear comments when raising or updating tickets to provide full context.
2. Use attachments for evidence-based resolution (screenshots of customer complaints, emails, etc.).
3. Review and adjust priority levels based on evolving business impact.
4. Regularly monitor the Tickets page to track open, in-progress, and resolved items.

With ProManage’s Ticketing in Reviews, businesses can move beyond passive monitoring and actively resolve customer issues with accountability and efficiency.