Web2Chat sends notification when a ticket is submitted by a customer and when a support team member replies to a ticket submitted by the customer. Below you can see how customers get notified about tickets in Web2Chat.
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.
If you need further assistance, contact our Customer Support.