4. Tickets

This is the user interface to view and interact with incoming chats. 

Tickets/chats are grouped into 2 major categories:

• INBOX – display all new and open tickets. Tickets are subdivided into below categories:
• • WORKING ON – open tickets that already have user attending to it.
  • QUEUE – new incoming tickets that have not been assigned to any user.
• RESOLVED – display all tickets that are closed/resolved.

You may search the tickets (both open and closed) by keywords using the SEARCH function.

All new incoming chats/tickets will be displayed on the “QUEUE” tab.

• Click on the “ACCEPT” button to accept the ticket and the full chat window will be opened as per the below screenshot. 
• The ticket will be moved from the “QUEUE” tab to the “WORKING ON” tab.

• The user may chat with the contact and all chat will be displayed in the chat window.
• If the “Sign” function is switched on, the user’s name will be displayed in the chat when the user replies to a customer.
• As you can see from the screenshot below, if more than one user/staff attends to a ticket, the system will display more than one name in the chat history.

• An open ticket can be transferred to another user by using the Transfer function. Click on the “3 dots” on the top-right corner of the chat window.

• The delete button is used to delete the ticket.
• The Mark as unread button will change the ticket from read status to unread.
• Type the staff name to search for the staff to whom the ticket is to be assigned and click “TRANSFER”.

• You may transfer a ticket from one queue to another queue during the transfer.

• Clicking on the “RETURN” button will return the ticket to the open “QUEUE” for other available users to pick-up the ticket.

• Clicking on the “RESOLVE” button on the top right corner will close the ticket, moving the ticket from INBOX to “RESOLVED” tab.