All Active Tickets

Welcome to the Active Tickets Screen!

This screen allows you to categorize and select the specific type of collection tickets you want to manage. It streamlines the selection process, ensuring you can quickly choose the category that aligns with your task.

Absolutely — here is a swift and clean User Guide version of everything you provided, restructured as practical step-by-step documentation for end users managing overdue collections:

Getting Started - Collection Ticket Categories

This guide explains how to navigate, filter, and manage overdue collection tickets using the ticketing system. All collection tickets are grouped into clearly defined categories, providing a structured view. When you select a category, a dedicated table displays only the tickets relevant to that filter — helping you focus on the right actions quickly.

Select a category from the dropdown to view its relevant tickets. Each category shows a focused list based on ticket status, due dates, or actions required.

Secondary Main Menu Options

Click the secondary options button (right-hand side, down arrow next to the primary button)- to access additional collection actions

Reassign ticket functionality

Once the "Re-assign option" is selected (as shown below), you will be required to choose the operator you want to reassign tickets from and thereafter select the operator to receive those tickets.

Selecting the Search Option - You’ll see a confirmation message like: “You are about to reassign X number of tickets from Operator A to Operator B. Do you want to proceed?”

Click Reassign to proceed - the system performs a batch update and ensures full rollback if any errors occur.

Actioning A Collection Ticket

Users typically aim to locate a specific overdue installment and take action in an attempt to collect it. This process is known as "actioning a collection ticket."

Step 1 - Select a Category

A ticket represents an overdue installment. To find one, simply select an appropriate category from the screen. Common starting points include "Action Overdue" or "New Today", which help identify relevant tickets quickly.

Step 2 - Select an Instalment from the Results Table

This will take you to a table displaying the resulting tickets within the selected category.

Select an individual ticket from the results table to explore detailed information and take further action such as contacting debtors or updating ticket status.

➡️ Feature : Quick Assign or Follow Up Date

After selecting a collection ticket category from the available ticket categories, you will be presented with a table of results.

To assign a collection ticket to an operator, simply select an operator by selecting one from the dropdown of the Assigned to column of the results table.

To set a future follow up date to a collection ticket, simply chose a date from the date picker after selecting the corresponding Follow Up column.

Step 3 - Perform a Specific Action

Once you locate a specific client's collection ticket, you'll be directed to a dedicated screen filled with useful information. This screen includes a concise summary table that clearly outlines the client's overdue status and debt details.

Ticket Actions

Below the Actions Table (shown above) is the Collection Ticket Actions Panel, where users can initiate various actions to recover outstanding funds.

Note: All actions performed are automatically logged in the Actions Taken Table for tracking and reference.

Let's explore the various collection ticket actions:

• Select the icon to CREATE AN EMAIL to the client.

• Select the icon to CREATE AN SMS to the client.

• Select the icon to CALL THE CLIENT.

• Select the icon to CREATE A FOLLOW UP.

• Select the icon to ASSIGN TO A USER.

• Select the icon to ASSIGN TO A BRANCH.

• Select the icon to CHANGE THE STATUS of the collection ticket.

Updating the status of a collection ticket

As a user with collection rights, you have the authority to close a ticket when appropriate. Understanding the different statuses helps you make informed decisions.

1. Simply select the "close" " option located in the panel of options and select a corresponding status.

1. Select the New Status dropdown

1. Select a New Status - (explained below )-each ticket status indicates a specific stage in the collection process.

   Status

   Description

   New

   The ticket was recently created and has not been processed yet.

   Actioned

   The ticket has been actioned or followed up previously.

   Rescheduled

   The debit order linked to the ticket has been rescheduled.

   Cancelled

   The ticket has been canceled and will no longer be actioned.

   Discounted

   The principal collection amount has been reduced or discounted.

   Suspended Temporarily

   The ticket is temporarily suspended for the day. (Often used to bypass collection blocks during new loan creation.)

Secondary Collection Ticket Options

Click on the secondary options button to reveal additional options.

1. To post a new loan transaction (receipt / refund) select the View Client Ledger option.

2. To edit the instalment date or other promissory parameters, select View Promissory option.

3. To perform any further client or loan maintenance, select the View Client or View Loan options