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2. Tickets

1. Finding Your Chats

Chats are sorted into simple categories:

  • Inbox: Your open chats. It has two parts:
    • Working On: Chats that a staff member is already talking to.
    • Pending: New chats waiting for someone to answer.
  • Resolved: Chats that are finished and closed.

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2. Searching for a Chat

  • Click the Search box at the top.
  • Type a name or keyword and click the green 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 chats start in the Pending 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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4. Chatting with Customers

  • ClickChat Screen: Type your messages here.
  • Your Name in Chat (Sign): If turned on, the system adds your name to your messages.
  • More than One Staff: If other staff join the chat, their names will also show up next to their messages. Active staff names are shown in green boxes on the “ACCEPT”right.
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5. buttonButtons to acceptat the ticketTop-Left andof the full chat window will be opened as per the below screenshot.Chat

  • The ticket will be moved from the “PENDINGArrow (← Back)”: tabGo back to the “main list.
  • WORKINGArrows ON(-⇄)”: tab.

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  • The user may chat with the contact and all chat will be displayed inTransfer the chat window.to another staff member.
  • IfTrash (🗑): Delete the “Sign”chat.
  • Bubble function(💬): is switched on, the user’s name will be displayed inMark the chat whenas unread.

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6. How to Transfer a Chat

If you need another person or team to handle the user replies to a customer.chat:

  1. As you can see fromClick 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 “(-⇄”) onbutton at 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.left.
    • Type the staff name in Transfer to search for.
    • Choose the staffteam/department in Queues.
    • Click the green Transfer button.

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7. Giving a Chat Back

If you accepted a chat by mistake or need someone else to whomtake over:

  • Click the ticketReturn isbutton toat bethe assigned and click “TRANSFER”.top-right.
  • YouThis mayputs transferthe achat ticketback fromin onethe queuePending list for others to anotherpick queue during the transferup.

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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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8. Closing a Chat

When the conversation is finished:

  • Click the green Resolve button at the top-right.
  • This closes the chat and moves it to the Resolved section.

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