Ticket management in the Contact Center

In the ticket view, you can easily manage all tickets that have been submitted to your Contact Center. This guide shows you how to filter your tickets, search the archive, and log in and out of different channels.

Inbox

The inbox contains all tickets that come in from various channels. By using the filtering function, you can easily display tickets that are relevant to you.

• 1. Go to the inbox.
  2. Click on the filter button “eye icon”.
  3. Use the filter options to select specific tickets. You can filter by assigned agent, ticket monitoring, ticket status, logged-in channels, or channel.
• 1. Click on "Create Ticket".
  2. Select the channel the ticket should belong to.
  3. Enter a title for the ticket (a ticket number is automatically assigned once the ticket is created).
  4. Select or create a contact person linked to the ticket.
  5. Assign the ticket to an agent.
  6. Click on "Create".

Archive

The archive allows you to search through previously handled tickets using detailed filters. Once the search results are displayed, you can click on a specific ticket to view more information and manage it further.

• 1. Go to "Archive".
  2. Select assignment status (assigned or unassigned).
  3. Filter by channel, such as email, phone, or chat.
  4. Select ticket status (Open or Closed).
  5. Choose the agents you want to include in the search.
  6. Select a time period to narrow the search.
  7. Click on "Search".

Overview

In the "Overview" view, Supervisors can get a quick overview of agents and their status. This view is exclusive to Supervisors and allows them to log agents in and out of different channels. Follow the guide here.

• To log in or out of channels, do the following:

  1. Go to “Overview”.
  2. Select the channel where you want to manage agents.
  3. Click on the agent you want to log in or out of the channel.

Managing Tickets

Inside a ticket, you can add internal comments and public comments.

• Use internal comments to communicate internally about a ticket. You can also "mention" a colleague by typing @ followed by their name.

• Public comments are visible to customers. You can use our AI to adjust the tone of your messages and ensure a professional tone.

• Each ticket contains the following details:

  • Contact: The person the ticket concerns.
  • Ticket Title: A short description of the ticket.
  • Ticket Number: A unique ID for the ticket (the ticket number cannot be changed).
  • Channel: The channel from which the ticket originated. You can move the ticket to another channel if needed.
  • Assigned Agent: The agent responsible for the ticket. You can transfer the ticket to another agent.
  • Status: A ticket can be open or closed. When a ticket is resolved, you can close it.
  • Monitor Tickets: You can monitor a ticket to receive notifications about updates, even if it is handled by another agent.
  • Related Tickets: In the "Related Tickets" tab, you can see other tickets the customer has and their status. You can also merge related tickets to manage them together.