Step 1: Login to Kapture Tool  using your LDAP ID and Password

Step 2: After successfully logging in, click on Add Ticket

Step 3: To locate customer order/case details, click on the dropdown menu beneath
the search field and enter the registered contact number, Order ID, Ticket ID, 
or Email ID

Step 4:

• Choose the Phone option from the dropdown menu to input the customer's registered phone number and access the service details. 

• After entering the registered phone number, a list of all services linked to
   that contact number will appear

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Step 5: The system will structuralise the relevant information if you search
for the Booking History using the customer’s registered contact number. For example: all Installation cases will be listed under the Installation Tab. 
Maintenance-related cases will be grouped under the Maintenance Tab. 

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Step 6: Once Order Details are confirmed with the customer, choose the
 appropriate Case ID under the Installation | Maintenance 

Step 7: On the right-hand side, you will see buttons for making decisions based on the Service Ticket Status

Note: Scroll to the right-hand side to see the buttons

Step 8: Once the consultant clicks on the order details, he/she will land on the Order Details page:

• The left side displays the ticket details

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• The middle section contains One-Touch keys that consultants can click on to tag incidents according to the customer's VOC (Voice of the Customer).

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• The right side features a decision tree for agents, providing a tool to take actions following the Voice of the Customer (VOC)

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