2. Tickets

https://drive.google.com/file/d/1sGJR87-rTxFG8YHKqzYIFPrbzgbX6UIr/view?usp=sharing

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.
    
    
  • PENDING– 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 “Pending” tab inside INBOX.

• 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 “PENDING” 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 “-⇄” on the top-left 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 “PENDING” for other available users to pick-up the ticket