When handling customer queries, some are straightforward and can be resolved quickly over chat. However, more complex issues require additional time, resources, or input from other teams. This is where tickets come into play.
Web2Chat's tickets are designed to facilitate team collaboration and provide real-time updates to customers, making it easier to handle complex queries efficiently.
What Are Tickets?
Customer tickets are essential for capturing, tracking, and sharing progress on issues that require more time to resolve. They help ensure that customers are kept informed and that their issues are handled systematically. By utilizing tickets, support teams can prioritize requests, streamline workflows, and improve overall response times.
Key Features
Ticket Forms
Collect comprehensive information upfront by automatically sending ticket forms to customers through a conversation, workflow, or directly within your product. This ensures that all necessary details are captured at the beginning, allowing your team to address the issue more effectively. The ticket forms can be customized to suit your specific needs, including fields for customer details, issue description, and priority level.
Customer Status Updates
Keep customers informed with automated status updates sent through Messenger and via email. This feature maintains transparency and ensures that customers are aware of any progress regarding their issues. Notifications are sent when:
- A ticket is created, appearing in the Recent Tickets section of Messenger.
- A teammate replies to a ticket, with email notifications sent if the reply is not seen within three minutes.
- The state of a ticket changes, ensuring customers are always in the loop.
These updates help build trust and confidence in your support process.
The Ticket Process
- Creating a Ticket: Tickets can be created by support teammates from the Help Desk or by customers directly in Messenger through ticket links. This allows for flexible access and submission, empowering customers to initiate support requests easily.
- Managing Tickets: Support teams can manage tickets efficiently using the Help Desk interface. Here, they can view, update, and resolve tickets, ensuring that no query is overlooked. The system allows for prioritization based on urgency and complexity.
- Ticket Notifications:
- When a ticket is created, customers receive notifications in their Messenger thread and via email, allowing them to continue the conversation conveniently.
- If a teammate replies, the customer is notified through the same channels, ensuring they stay informed without needing to revisit the Messenger.
- Closing Tickets: Once an issue is resolved, tickets can be closed. However, if a ticket is closed without resolution, customers will not receive a notification. Clear communication throughout the ticket lifecycle is essential to prevent misunderstandings.
By setting up and using customer tickets in Web2Chat, you can handle complex queries more efficiently, keep customers informed, and facilitate better team collaboration. This structured approach improves the overall customer support experience and ensures that issues are resolved in a timely manner.
Tickets FAQ
Here are some frequently asked questions related to the Tickets feature in Web2Chat:
- What types of tickets can be created in Web2Chat? You can create different types of tickets based on your support needs, such as technical issues, billing inquiries, or feature requests. Custom attributes can be added to capture specific information.
- How do customers know the status of their tickets? Customers are notified of ticket updates via Messenger and email. They can also check the Recent Tickets section in Messenger for real-time status updates.
- Can tickets be edited after they are created? Yes, support teammates can edit ticket details at any time, including descriptions, priorities, and attributes, to ensure the information remains accurate.
- Is there a limit to the number of tickets I can create? There is no limit on the number of tickets you can create in Web2Chat. However, effective management and organization are essential to handle a high volume of tickets.
- Where can I find more detailed FAQs about the Tickets feature? For more detailed FAQs, please refer to our Tickets FAQ documentation.
If you need further assistance, contact our Customer Support.