The Ticket feature can be used according to your business processes. For example, if an issue requires assistance from other team members, you can create a ticket for workflow management. Tickets can also be used to track the number of different issue types, helping optimize internal processes or products.
Step 1: Set Issue Categories
Go to Management → General → Custom Settings → Ticket Issue Category, and add the appropriate categories for your tickets.
Step 2: Create a Ticket
In Conversation → Chat, on the right side of the conversation under Customer Ticket, click Create Ticket. Enter the Title, Description, select Issue Type, Priority, and Assignee.
The assignee can be one of three types:
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Conversation-bound agent: The agent currently handling the chat. The ticket will appear under My Tickets.
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Specified member: Assign the ticket to a specific team member. The ticket will appear under My Tickets.
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Specified agent group: Assign the ticket to a specific customer service group. The ticket will appear under Unassigned in Group.
Step 3: Process Tickets
Go to the Tickets module. In the My Tickets or Unassigned in Group list, find the ticket that needs handling, click Details, and process the ticket accordingly.