Support Tickets

A support ticket keeps track of a customer problem until it is solved. Unlike a chat, a ticket has an owner and a status, so nothing is forgotten. Use tickets for problems that take time, such as a damaged parcel, a refund or a technical issue.

Before you start

• Support Tickets switched on — It is on by default. Check at Dashboard → Explore Features
• Someone to handle tickets — You, or team members invited in Dashboard → Team

How to set it up

1. 1

   Make sure it is on

   Open Dashboard → Explore Features and check Support Tickets is switched on

2. 2

   Let the AI open tickets

   In Agent Settings, turn on Support Tickets under Communication Triggers

3. 3

   Choose who is told

   Tick “Notify me” to get an email for each new ticket, and “Notify customer” to email the customer about their ticket

4. 4

   Click “Save Agent Settings”

   From now on the AI offers a ticket when it cannot solve a problem

How tickets are created

• The AI offers a ticket when it cannot solve a problem, collects what went wrong and the customer’s email, then opens it
• The customer picks “Report a problem” from the website chat menu
• Your team clicks “Create Ticket” in the Inbox
• You click “New ticket” on the Support Tickets page

What happens next

1. 1

   Open Dashboard → Support Tickets

   New tickets wait in the Unassigned queue

2. 2

   Pick a queue

   All tickets, Unassigned queue or Assigned to me

3. 3

   Click “Claim”

   The ticket becomes yours, so two people do not answer it

4. 4

   Reply and update the status

   Pending, In progress, Resolved or Closed, so everyone can see where it stands

5. 5

   Use “Assign to teammate”

   To pass it on

Good to know

• The settings button sets “Assignment timeout” (an untouched ticket goes back to the Unassigned queue) and “Overdue after”
• Each ticket has a priority: Low, Medium, High or Urgent
• Tickets are written in English, whatever language the customer used