Welcome to our Help Center! This manual will guide you through the essentials of using our ticketing system, ensuring you can manage and resolve issues effectively.
Introduction to the Ticketing System
Our ticketing system is specifically designed to streamline the process of handling customer support inquiries, ensuring that all issues are logged, tracked, managed, and resolved efficiently. Each customer interaction is logged as a “ticket,” which can be monitored and updated until it is resolved.
Creating a Ticket
There are four ways tickets are created on the platform:
- Bot Interaction: When a customer interacts with your chatbot and the conversation ends (regardless of whether the bot resolves the issue), a new ticket with a “Bot Served” tag is created.
- Offline Messages: A ticket is automatically generated if a customer leaves a message outside your business working hours or when there’s a high queue volume.
- Live Agent Chats: A ticket is created when a customer interacts with a live agent. The status can be updated throughout the chat.
- Manual Ticket Creation: You can manually create a ticket by clicking the “Create Ticket” button in the top right corner of the page.
Creating a ticket is the first step in addressing a customer issue. Here’s how to do it:
3. Managing Tickets
Once a ticket is created, it needs to be managed and tracked through to resolution. Here are the steps to manage your tickets:
- View Tickets:
- Navigate to the “My Tickets” section to view all your open and resolved tickets.
- View Ticket Info
- View contact details
- View message
- Send Broadcast Message
2. Add Notes:
- Add new information by clicking “Add Note”
- Click “Create” to save your changes.
3. Export Tickets: 
4. Ticket Statuses Explained
Each ticket has a status that indicates its current stage in the resolution process:
- Bot Served – Customer starts a chat with the bot and doesn’t join the queue by the time the session ends
- Pending – Customer joins the queue
- Unread – Customer leaves a message out of your work hours
- Open – Agent starts chatting with a customer
- Unresolved – Chat session ends with ‘Will be contacted upon resolution’, ‘No response from customer’, or ‘Others’; System auto-ends a chat because of no response from either party
- Resolved – Chat session ends with ‘Customer Issue was resolved’ or ‘Time Waster’
Conclusion
Our ticketing system is here to ensure your issues are resolved efficiently and effectively. If you have any further questions or need additional assistance, please do not hesitate to reach out to our support team.