The Messenger now includes a dedicated space for tickets, making them easier to find and distinguish from regular conversations. This Tickets space allows customers to submit, view, and receive updates on all their tickets from one centralized location within Messenger.
Setting Up the Tickets Space
You can manage the Tickets space from the Messenger settings, similar to how you customize other Messenger spaces on Web.
Enable/Disable Tickets Space
- Go to Channels > Messenger > Content from your Web2Chat dashboard.
- Click on Customize Home with apps.
- To enable the tickets space, click on the Add an app button to insert the ticket app in your Messenger.
- To disable the tickets space, click the delete icon (⛔️) next to the Tickets app in Messenger.
Note: If you hide or disable the Tickets space, tickets will not appear in this dedicated area. However, customers can still access their tickets through the Messages space.
Customer Experience
Visibility
The Tickets space is only visible to customers who have active or resolved tickets. This ensures that customers never see an empty Tickets space, providing a more streamlined experience.
Ticket List
Customers will see a list of their tickets in chronological order, with the most recent activity at the top. Each ticket entry will allow customers to:
- Send a Message: This action takes the customer to the linked conversation in the Messages space to start a new discussion.
- Continue the Conversation: This option allows the customer to pick up where they left off in the existing conversation.
- View the Conversation: Customers can click here to view a closed conversation associated with the ticket.
Recent Tickets Card
The Recent Tickets card displays recent ticket activity (up to three tickets) and is automatically added to the Messenger Home space when the Tickets space is enabled. It will be removed if the space is disabled. These are shown when:
- A new ticket has been created.
- The customer receives a reply to the ticket.
Please note that resolved tickets are not displayed on the Recent Tickets card.
Ticket Notifications
Messenger Badge
A badge notification appears on the Tickets space under the following conditions:
- A new ticket is created.
- A ticket status is updated.
If a linked conversation receives a new message but there is no change in ticket status, the Tickets space will not show a badge notification. However, if there is both a ticket update and a new message in the linked conversation, badge notifications will appear on both the Messages space and the Tickets space.
Important Notes
Linked Conversations
- Each conversation can have only one linked ticket that is shared with the customer.
- A ticket is marked as read when the linked conversation is read.
By setting up the Tickets space in Web2Chat Messenger, you provide customers with a centralized location to manage their tickets. This improves their overall support experience and makes it easier for them to stay informed about their support requests.
If you need further assistance, contact our Customer Support.