Create a Support Ticket

Omni-Channel Configuration for Support Ticket

Prerequisites

• License

  • Base: Phone System
  • Addon: Contact Center + Support center + Team chat

• Role

Owner + Admin: Supervisor

• Supervisors must be assigned a Contact Center + Team chat addon license to access

Member: Agent

• Agents must be assigned Contact Center + WhatsApp + Team chat addon license to handle Omni-channel Support Center transactions.

Configuration

• Step 1: Choose an org to submit the ticket to

  • My organization: the ticket is submitted internally
  • B3networks Pte Ltd: the ticket is submitted to B3networks
    • The staff in B3networks would handle and assist

* Step 2: Fill in the form

• Input ticket title, description

• Select the channel

  • shared channel from B3networks: Support Center Inbox

• Priority

• Affected organization

• Products

• Bug report

• Due date (optional)

### Manage my Work

• My work section includes the ticket

  • Created by the current user (me)
  • Assigned to me
  • Mention me
  • Watched by me

• Default filter = Assigned

  • The agent can switch the filter to fulfill their job

• User can search for the txn by

  • txn UUID
  • ticket number
  • org UUID
  • title

### Manage the tickets in Inbox

• View

  • Supervisor: all inboxes in the organization
  • Agent: the inboxes that the agents are assigned to

• The transactions are filtered by channel type > Support ticket

### Handle a ticket

• Assign a ticket

  • to me
  • to another agent

• Comment

  • Compose with formatting tools

• See Customer journey

• Update the ticket fields

### Notification

• Notification is sent via 

  • Genie
  • Email

• User will have the link to log in and visit the ticket