Tickets

The "Tickets" tab in the navigation panel provides an organized view of customer support tickets. Each row represents a different support ticket with the following columns: Subject, Status, Tags, and Assignee.

  • "Subject" indicates the issue or request reported by a customer.

  • "Status" shows the current state of each ticket, with different colors indicating statuses like Open (blue), Resolved (green), Pending (yellow), and Overdue (red).

  • "Tags" may be used to categorize tickets by type or by the nature of the issue, although not all tickets have tags assigned.

  • "Assignee" shows the name of the support agent handling the ticket.

Ticket could be created:

  1. Automatically by the bot.

  2. Manually by the user.

  3. From each inbound email from customer not associated with an existing ticket (only when Email Domain created).

Ticket details

Upon clicking a ticket, a right sidebar will appear, displaying essential information such as the tickets's assignee, customer details, and relevant context.

Additionally, users can perform the following actions within the sidebar:

Go to ticket

This button will instantly redirect you to your Inbox.

Edit ticket

To edit an existing ticket:

  1. Locate the desired ticket.

  2. Click on it to open the sidebar.

  3. Hover your mouse over subject or description field. A pen icon will appear. Click on the pen icon to edit the respective field. Changes are applied instantly after editing.

  4. Click on Email Sender dropdown and choose the option you need.

Note: You can't change the assignee for a ticket directly from the sidebar on the Tickets page. The assignee can only be added or changed within the ticket conversation itself via “Transfer” or “Takeover” functions in the Inbox view.

Change the ticket status to Open, Pending, Overdue, or Resolved

Just click on the Status dropdown and choose the option you need.

Note! There's a feature called "Enforce Tags for Live Chats and Tickets." It allows you to set the required number of tags to change the status of a live chat or ticket to Resolved. You can find more information about this feature here.

View and manage ticket Custom Fields

Tickets custom fields could include options related to ticket details like priority, type of issue, or resolution status. Agents could access, record, and manage this information depending on permissions determining their level of control.

Once created in Sub-company settings, custom fields appear inside each ticket under Custom fields section with default value (if added) or empty.

To update information within a custom field, hover over it. An edit icon will appear; click on it to edit the value. Changes apply instantly, "Custom field updated" notification will be shown.

View and manage ticket Notes

Ticket notes enable agents to access, record, and manage important information depending on permissions determining their level of control.

To create a note, go to the right sidebar. In the Notes section, click the plus icon. Type the desired note and click Create. After adding the note, it will be saved under the Notes section, along with the avatar of the agent that made the note and a timestamp.

To edit a note, simply hover over it, and you'll see icons for editing and deleting.

View and manage ticket Tags

Permissions determine whether tags can be viewed or managed. To create, edit, or delete tags use Sub-company settings -> Tags page.

To add a tag or tag group to a ticket:

  1. Click on the plus icon next to the Tags symbol.

  2. Select the desired tag or tag group from the options provided. The selected tag or tag group will appear instantly in the list depending on the sorting options that were set (the default state is alphabetical order "A to Z".

Note! The search function searches tags by name within the tag group.

To open a tickets's tag group, simply click on the tag within the Tag section.

To remove a tag from a ticket, click on the tag within the Tag section, then confirm the deletion by clicking the "Delete" button in the pop-up dialog.

To remove a tag group from a ticket, click on the trash icon next to the tag group name within the Tag section. Confirm the deletion by clicking the "Delete" button in the pop-up dialog.

Note! If the "Enforce tags for livechats and tickets" toggle is enabled, a ticket cannot be set to "Resolved" status until the required number of tags are added.

Search and Filter tickets

You can conveniently search for a ticket using the search bar. Additionally, there are several filters available: assignee, created by, tags, status, and created at. You can select one or multiple options for each filter and combine them to refine your search.

Manual ticket creation

  1. Click the ‘Create Ticket’ button

  1. Fill in the mandatory fields: subject and customer.

Note! You can choose from existing customers or create new ones by simply adding an email.

  1. Additional fields include: from email (refers to the email address from which messages will be sent to the customer), assignee, assigned teams.

  2. Click "Create ticket"

Note! Ticket team assignment is currently only available during ticket creation. By selecting this option, the created ticket will be visible to the entire assigned team and can be picked up and handled by any team agent.

Delete ticket

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