Support Tickets

Manage customer issues by enabling, viewing, and resolving support tickets directly from your chat agent.

Support tickets allow your users to submit detailed inquiries or report issues when the AI agent cannot provide an immediate solution. This guide covers how to enable the ticketing system, manage incoming tickets, and resolve them.

Enabling Support Tickets

To allow your chat agent to create support tickets, you must enable the Support Ticket Request tool in your project settings.

1. Access Chat Settings

   Navigate to the Chat Agent section from your project sidebar and click on Chat Settings.

2. Open AI Configuration

   Click on the AI Configuration tab at the top of the settings page.

3. Enable Support Ticket Request

   Scroll down to the Available Tools & Actions (Chat) section. Find the Support Ticket Request option and check its box.

   Enabling this tool allows the AI agent to recognize when a user needs to file a formal complaint or request human assistance, and it will collect the necessary details (Name, Email, Issue Description) to create a ticket.

4. Save Changes

   Click the Save button at the bottom of the page to apply the changes.

Viewing Tickets

Once a user submits a ticket through the chat agent, it will appear in your dashboard’s Tickets section.

1. Navigate to Tickets

   Click on the Tickets option in the main sidebar. This page provides an overview of all support requests.

   You can view high-level metrics at the top, including:

   • Total Tickets: All-time ticket count.
   • Open: Tickets currently awaiting a response.
   • In Progress: Tickets that are actively being worked on.
   • Closed: Successfully resolved tickets.
2. Filter and Search

   Use the search bar to find tickets by customer name or ID. You can also filter the list by Status (Open, In Progress, Closed) or Priority (Normal, High, etc.) and time range.

3. View Ticket Details

   To see the full details of a specific ticket, find it in the list and click the Actions menu (three dots) on the right side. Select View Details.

   Alternatively, you can select View conversations to see the chat history that led to the ticket creation, providing valuable context for the issue.

Resolving Tickets

The ticket details modal allows you to manage the lifecycle of a support request.

1. Review Information

   In the Support Ticket modal, you can review the customer’s contact information (Name, Email, Phone) and the Issue Description provided by the user.

2. Update Status

   As you work on the issue, you can update the Status dropdown:

   • Change it to In Progress while investigating.
   • Change it to Closed once the issue has been resolved.
3. Adjust Priority

   If the issue is urgent, you can update the Priority (e.g., Normal, High) to help your team triage effectively.

4. Save and Close

   Click Save to apply your updates. The status will be updated across the dashboard, and the ticket will be moved to the appropriate category in your overview cards.

Regularly monitoring your “In Progress” tickets ensures that no customer request is left hanging. Try to resolve “Open” tickets as quickly as possible to maintain high customer satisfaction.