Notifications When a Ticket is Submitted
Whether the ticket is created by a teammate from the Help Desk, by the customer in the Messenger, the customer experience remains consistent.
- Recent Tickets Section: The ticket appears in the Recent tickets section on the Messenger home screen, making it easy for the customer to find and review it.
- Messenger Thread: An event is posted in the Messenger thread, and the ticket pill appears at the top, providing a clear indication of the new ticket.
- Email Notification: Customers receive an email notification about the ticket. They can reply directly to the email if they need to follow up, providing a convenient way to continue the conversation.
Notifications When a Teammate Replies to a Ticket
When a teammate replies to a ticket, the customer is notified in a similar manner:
- Recent Tickets Section: The reply appears in the Recent tickets section on the Messenger home screen.
- Email Notification: Customers receive an email notification about the reply. They can reply directly to the email without having to go back to the Messenger.
Replies from a teammate are only sent via email if the customer has not seen the reply in the Messenger within 3 minutes of it being sent.
Notifications When a Ticket State Changes
To keep customers informed about the status of their tickets, they are notified about any changes in the ticket state.
- Recent Tickets Section: The ticket appears in the Recent tickets section on the Messenger home screen.
- Email Notification: Customers receive an email notification about the state change. They can reply directly to the email if they need to follow up.
If a ticket is closed without being resolved, a notification will not be sent to the customer.
By following these notification processes, Web2Chat ensures that customers are kept informed and can easily track the status of their support requests.