Handling of Tickets
You can manage Tickets of Customers and link them to individual interactions. Tickets help your team get a better overview of outstanding customer issues and automate your workflows.
Table of Contents
Creating Tickets
You can manually create a Ticket when managing an interaction. A Ticket can only be created after the Customer is selected for the interaction.
- After a Customer is manually or automatically selected for an interaction, navigate to the Tickets tab.
- If you would like to attach the interaction to one of the Customer’s existing Tickets, then select one of the Tickets from the displayed list.
- To create a new Ticket, select the Add button.
- Fill out all the relevant data for your new Ticket:
- Ticket Title
- Ticket Type
- Assignee
- Description
- Contact
- Status
- Deadline
Note: If automatic Ticket creation for new emails is enabled for your project, then Tickets will be automatically created after the customer is assigned to the email.
You can copy the Ticket number from the Ticket page or from the sidebar.
Starting a New Interaction from a Ticket
You can instantly initiate a new interaction from a Ticket with the selected Contact for the Ticket.
Note that starting a call is only enabled if the Contact has the phone number populated while sending an email requires the Contact’s email address to be filled in.
Closing a Ticket
You can close a Ticket in the top right corner. Note that closing the Ticket is only possible if:
- there is no such call linked to the Ticket, which is in progress or it has no disposition saved to it yet
- there is no chat interaction linked to the Ticket which is not finished yet
- there is an email linked to the Ticket with a draft, then the Ticket can be only closed if the draft is discarded
Tickets on Your Dashboard
You can manage Tickets from your Dashboard as well. Read more about it here.
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