Ticket
Last updated
Last updated
The Livechat platform offers a ticket system designed to serve two primary purposes for agents:
Customer Interaction: Agents can utilize the ticket system to effectively engage with customers, addressing their inquiries, concerns, and requests in a streamlined manner.
Conversation and Activity Tracking: The ticket system also facilitates the monitoring and recording of conversations and activities that take place between users and the chatbot. This feature ensures a comprehensive record of interactions, enabling agents to better understand the context and history of each customer engagement.
When a user engages with the chatbot, a message will be received in the Livechat system, initiating an open conversation. Every message will be recorded and stored within the Livechat system.
The conversation will be stored per users
Once users interact with the chatbot, either by posing a query or clicking on specific actions like opening a ticket, the conversation will be transitioned to a team-level interface. This system comprises two distinct types of teams:
Specific Teams: These are advisable when a ticket's clear objective determines the appropriate team for handling the case.
Default Teams: These are recommended for instances where the ticket's subject is unknown or not clearly defined at the outset.
Incorporating this functionality into the chatbot involves the customization of the team assignment logic to align with the unique requirements of each business use case.
Ticket statuses provide a clear overview of the ticket pipeline stages:
Opened / Unassigned: At this stage, it refers to the opened conversation and opened ticket step
Assigned: These tickets involve ongoing agent-customer conversations.
Resolved: This status signifies closed or resolved tickets, indicating successful case handling.
By categorizing tickets in this manner, our system enhances pipeline clarity and facilitates efficient case tracking.
The ticket SLA (Service Level Agreement) is presented in the format of hours and minutes (hh:mm) for easy understanding.
Livechat Screen Dynamics: Real-time Display The Livechat screen provides continuous real-time updates, dynamically showcasing ongoing activities.
Ticket Details: Time Markers Ticket details include timestamps for creation, assignment, and closure, offering a clear timeline of each ticket's lifecycle.
Impact of SLA Setting Changes Adjusting the SLA settings will influence the displayed SLA for tickets with statuses "opened," "unassigned," and "assigned."
Distinct Effects:
Closed Tickets: Changing the SLA settings won't alter the SLA for tickets marked as "closed."
Reopened Tickets: SLA adjustments will apply to reopened tickets, recalculating on the screen and generating two separate records in reports.
SLA can be set up in Livechat settings. Only Admin can access this screen
SLA that is set up will be applied to all opened ticket at the moment in the system. It will not affect ticket which are resolved already
