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Inbox Management for Support Ticket

Create New Inbox for Support Ticket​

  • Phone system > System > Omnichannel > Inbox

  • Create

  • Fill in the fields

    • Type = Support ticket
    • Name
    • Assignment mode = Manual
    • Reassignment timing
    • Agents
    • Create

After the inbox is created, it can be edited or deleted.

Set up Chat Inactivity Action​

Auto-end assigned ticket after a period of inactivity (Days):​

Owner/Admins can set up auto-end assigned ticket after a period of inactivity.

  • Support Tickets: Configurable from 1 to 365 days.

 

Auto-end waiting ticket after a period of inactivity (Days):​

Owner/Admins can also configure auto-end waiting ticket after a period of inactivity.

  • Support Tickets: Configurable from 1 to 180 days.

Create a new form​

  • Phone system > System > Omnichannel > Form Template
  • Create
  • Fill in the fields
    • Input Template name
    • Type = Inbox or Inbox SLA
    • Publish

After the form is published, it cannot be edited anymore.