Adding a TextIt Ticketing Service
TextIt makes it easy to escalate contacts from automated flows with human agents, which means your team can assign, respond to, and close tickets, all without ever leaving your workspace. You can quickly see tickets that need your attention or tickets that have yet to be assigned in the unassigned folder.
Let's start by adding agents to handle the ticket. First, go to your workspace settings page by clicking the settings icon at the bottom left.
Then click on Invitations.
On this page, you will see a ' New' button at the top right where you can invite your agents by entering their email address, and assign the role of " Agent" from the drop-down. Click ' Send' and the agent should receive a link in their email box, inviting them to your workspace.
You can start a ticket at any point in your flow using the ' open a ticket with a human agent ' action from the drop-down.
Pick a topic or category. Only administrators and Editors can create a new topic from the tickets tab, click on the 'New topic' button on the left panel.
Assign an agent to the ticket. See the section above on how to add new agents to your workspace.
Add any information you want your agents to see before interacting with the contact. You can reference any result from the flow using @results.
Click the Tickets tab in your workspace to view all tickets. The all folder is for all tickets while the unassigned folder is for tickets that are yet to be assigned.
Once you choose a folder, toggle open or closed using the drop-down menu to view resolved or unresolved tickets. You can also view tickets in a particular category or topic, in this example, under "General" or "wellness category". General is a default Topic. To create a new topic, click on the 'New Topic'
Agents have a 'Close' button for each ticket, when the conversation is over they can click on it.
If you need to reopen a ticket after it was closed, all closed tickets have a button to reopen them.
Need more information about the contact? Click on the 'Fields' tab at the top next to the 'Chat' tab. On this page, you'll see featured fields at the top. If you wish to view all fields, check the 'Show All' box at the bottom left.
Note: Administrators and Editors can see all the fields, agents can only see fields that they were given access to, more on that here.
Agents can discuss matters about the ticket by adding notes in the thread, as they are chatting with the contact. Add the note by clicking the 'Add note' button from the drop-down menu at the top-right of the open ticket. Type in the message and click 'Save' to see it on the chat thread. The note will be in yellow, different from the sent messages in blue.
Note: Only the support team will see these notes.
You may need to add an easier to see and universal comments that administrators and editors can see from individual contact pages. Do this in the 'Notepad' tab either in Tickets or Contacts page:
After adding the note, click on 'Save' to store the data and whenever a change is made to the Notepad, you'll see the name of the user and when the change was made.
Aside from assigning tickets from the flow, agents can always assign or re-assign tickets directly from the Tickets tab.
Above each contact ticket's text box, you will see two drop-down.
The first bar on the left is to assign this ticket to an agent, click on the 'X' to un-assign this ticket, or on the drop-down to assign it to another agent on your workspace.
The second drop-down will help you assign this ticket to a topic, click on the drop-down to see all the topics you have created.
Once the ticket has been resolved, you can click the red 'Close' button at the top of the textbox.
It is essential to follow up with your contacts once an agent has resolved an open ticket. You can start the contact in a flow immediately after closing a ticket. Navigate to the "Triggers" tab, click 'New Trigger', then scroll down to find start a flow after a ticket is closed and choose your flow.
Need to know exactly which contacts have unresolved tickets? Learn more about our 'Open Tickets' Smart Group feature here .
Want to speed up your messaging and keep things consistent? Check out this guide on how to create pre-defined responses agents can use when interacting with contacts.
Questions? Send us a message via the support widget in the bottom right corner of your browser.
Adding agents
Let's start by adding agents to handle the ticket. First, go to your workspace settings page by clicking the settings icon at the bottom left.
Then click on Invitations.
On this page, you will see a ' New' button at the top right where you can invite your agents by entering their email address, and assign the role of " Agent" from the drop-down. Click ' Send' and the agent should receive a link in their email box, inviting them to your workspace.
Opening a ticket in a flow
You can start a ticket at any point in your flow using the ' open a ticket with a human agent ' action from the drop-down.
Pick a topic or category. Only administrators and Editors can create a new topic from the tickets tab, click on the 'New topic' button on the left panel.
Assign an agent to the ticket. See the section above on how to add new agents to your workspace.
Add any information you want your agents to see before interacting with the contact. You can reference any result from the flow using @results.
Viewing and handling tickets
Click the Tickets tab in your workspace to view all tickets. The all folder is for all tickets while the unassigned folder is for tickets that are yet to be assigned.
Once you choose a folder, toggle open or closed using the drop-down menu to view resolved or unresolved tickets. You can also view tickets in a particular category or topic, in this example, under "General" or "wellness category". General is a default Topic. To create a new topic, click on the 'New Topic'
Agents have a 'Close' button for each ticket, when the conversation is over they can click on it.
If you need to reopen a ticket after it was closed, all closed tickets have a button to reopen them.
Contact details
Need more information about the contact? Click on the 'Fields' tab at the top next to the 'Chat' tab. On this page, you'll see featured fields at the top. If you wish to view all fields, check the 'Show All' box at the bottom left.
Note: Administrators and Editors can see all the fields, agents can only see fields that they were given access to, more on that here.
Adding Internal Notes
Agents can discuss matters about the ticket by adding notes in the thread, as they are chatting with the contact. Add the note by clicking the 'Add note' button from the drop-down menu at the top-right of the open ticket. Type in the message and click 'Save' to see it on the chat thread. The note will be in yellow, different from the sent messages in blue.
Note: Only the support team will see these notes.
You may need to add an easier to see and universal comments that administrators and editors can see from individual contact pages. Do this in the 'Notepad' tab either in Tickets or Contacts page:
After adding the note, click on 'Save' to store the data and whenever a change is made to the Notepad, you'll see the name of the user and when the change was made.
Assigning tickets to another agent
Aside from assigning tickets from the flow, agents can always assign or re-assign tickets directly from the Tickets tab.
Above each contact ticket's text box, you will see two drop-down.
The first bar on the left is to assign this ticket to an agent, click on the 'X' to un-assign this ticket, or on the drop-down to assign it to another agent on your workspace.
The second drop-down will help you assign this ticket to a topic, click on the drop-down to see all the topics you have created.
Opening and closing tickets
Once the ticket has been resolved, you can click the red 'Close' button at the top of the textbox.
Starting a flow after a ticket is closed
It is essential to follow up with your contacts once an agent has resolved an open ticket. You can start the contact in a flow immediately after closing a ticket. Navigate to the "Triggers" tab, click 'New Trigger', then scroll down to find start a flow after a ticket is closed and choose your flow.
Open Tickets Smart Group
Need to know exactly which contacts have unresolved tickets? Learn more about our 'Open Tickets' Smart Group feature here .
Tips
Want to speed up your messaging and keep things consistent? Check out this guide on how to create pre-defined responses agents can use when interacting with contacts.
Questions? Send us a message via the support widget in the bottom right corner of your browser.
Updated on: 17/03/2025
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