Skip to main content

2. 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.

      image.png
    • PENDING– new incoming tickets that have not been assigned to any user.
    image.png
  • RESOLVED – display all tickets that are closed/resolved:

    image.png


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

image.png

All new incoming chats/tickets will be displayed on the “Pending” tab inside INBOX.

image.png

  • 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.

    image.png


  • 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

    image.png


  • 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.

    image.png


  • 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

    image.png


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

    image.png

image.png




Back to top