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2. Tickets

1. Finding Your Chats

ThisChats are sorted into simple categories:

  • Inbox: Your open chats. It has two parts:
    • Working On: Chats that a staff member 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 havetalking user attending to it.

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        • PENDING– new incoming tickets that have not been assigned to any user.
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      • RESOLVED Pending–: displayNew allchats ticketswaiting for someone to answer.
    • Resolved: Chats that are closed/resolved:finished and closed.

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    2. Searching for a Chat

    • You may searchClick the ticketsSearch (bothbox openat the top.
    • Type a name or keyword and closed) by keywords usingclick the SEARCHgreen function.

      Search button.
    • Tip: Type # and the number (like #22) to find a specific chat ID

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    3. Answering a New Chat

    All new incomingchats chats/ticketsstart will be displayed onin the “Pending” tab inside INBOXPending. tab.

    1. Click the Pending tab.
    2. Find the chat you want to answer.
    3. Click the green Accept button.
    • This moves the chat to the Working On tab and opens the chat screen.

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    • 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.

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    • 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

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    • 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.

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    • 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

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

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