2. Tickets
1.2.1 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.
2.2 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
3.2.3 Answering a New Chat
All new chats start in the Pending tab.
- Click the Pending tab.
- Find the chat you want to answer.
- Click the green Accept button.
- This moves the chat to the Working On tab and opens the chat screen.
4.2.4 Chatting with Customers
- Chat 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 right.
5.2.5 Buttons at the Top-Left of Chat
- Arrow (← Back): Go back to the main list.
- Arrows (-⇄): Transfer the chat to another staff member.
- Trash (🗑): Delete the chat.
- Bubble (💬): Mark the chat as unread.
6.2.6 How to Transfer a Chat
If you need another person or team to handle the chat:
- Click the Transfer (-⇄) button at the top-left.
- Type the staff name in Transfer to.
- Choose the team/department in Queues.
- Click the green Transfer button.
7.2.7 Giving a Chat Back
If you accepted a chat by mistake or need someone else to take over:
- Click the Return button at the top-right.
- This puts the chat back in the Pending list for others to pick up.
- Clicking on the “RETURN” button will return the ticket to the open “PENDING” for other available users to pick-up the ticket
8.2.8 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.
