Tickets
Manage a repository of all ticketed support cases.
Last updated
Manage a repository of all ticketed support cases.
Last updated
Each email in a ticket use an interaction, a consumable resource in Proto AICX.
Requires various permissions to view, manage, transfer, export, and download tickets at the individual or team levels.
A ticket is a support case, usually supported by an email thread between a person and a live rep.
An older format for customer support, tickets are still valuable in many contexts. Unlike realtime chats on messaging apps, emails in tickets are asynchronous between a person and a live rep, without AI interaction. For this reason, tickets are typically generated by a rep for an ongoing issue or to formally conclude a conversation.
Tickets can be created from various places.
In the Inbox dashboard's panel, select .
In the Inbox dashboard, open a livechat and in the message editor select> Create Ticket.
In the Tickets dashboard select Create Ticket.
Set the ticket's details in the opened Create ticket menu:
Subject — the new email thread's subject line seen by the recipient.
From Email — select an email sender as configured in Email Domains.
Assignee — the live rep the ticket will be initially assigned to.
Assigned teams — the team the ticket will be initially assigned to.
Email recipient toggle — sets who the recipient will be:
Existing person — search your registered audience members.
New person — register a new audience member with their email address.
Press Save to confirm.
In the auto-focused Inbox message editor, insert the initial email's content.
Press Send or Takeover & Send. The recipient should receive the email within in a few seconds.
Tickets embody an email thread, and the thread's participants can send a new email at any time.
In the Inbox dashboard, select the ticket from the Inbox panel.
The ticket will be opened with all prior emails in visible, and the message editor will be auto-focused. Insert the email reply's content.
Press Send or Takeover & Send.
See Inbox for details on:
Modifying or translating ticket content with AI.
Replying to tickets with an alias.
Transferring tickets to another rep or team.
Adding attachments, emojis, or variable content to tickets.
Adding internal notes to tickets.
To configure additional ticket options, see:
Email Domains — alternate email address domains to send and receive from.
Email Templates — preset email content for quick replies.
Email Signature — the setting to configure the email signature for a live rep's alias.
Banning — ban abusive people from emailing.
Custom Fields — add fields for saving unique ticket data.
Go to the Inbox or Ticket dashboards, and select a ticket.
The opened Conversation/Ticket panel contains various categories of details:
Subject — the email thread's subject line.
Assignee — the live rep currently assigned the chat, if any.
Assigned teams — the team(s) currently assigned the chat, if any.
Person — the name of the person if registered, otherwise "Unknown".
Ticket ID — the static ticket ID assigned by Proto.
Short ID — a shortened version of the ticket ID.
Created by — the person or live rep that sent the first email in the thread.
Description — editable value for live reps to describe the ticket.
Status — the ticket's current status used for filtering, with the following options: Open, Pending, Overdue, and Resolved.
Received — date and time the ticket started.
Email sender — editable value to change the next outbound email's address.
Linked conversation — the livechat the ticket was created from, if any.
A list of all custom fields for the ticket. These are editable inputs unique to the company.
A list of all internal notes written by live reps, logging pertinent information for the ticket. Each note shows the author's avatar and creation timestamp.
When creating/editing, use the colour picker to set a note's background colour, distinguishing it from other notes.
A list of tags assigned to the ticket, used for filtering during ticket searches.
See Exports for details.
In the Tickets dashboard, find tickets with the:
Search field — input text to filter tickets in the table by keyword match.
Tags filter — select one or more tags to filter down to tickets with those tags.
Pagination — below the table, input the number of tickets to display in the current table page, and navigate pages.
Go to the Tickets dashboard.
In the Ticket table, select one or more ticket by its checkbox.
Select Delete Tickets and confirm.
Press to start a new note or to edit an existing note.
Press to delete a note and confirm.
