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. To create a new topic or category, simply type the name in the bar and it will be created automatically.
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 while 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 "Testing". General is a default Topic. To create a new one, click on the 'New Topic'
Once the ticket has been resolved, you can mark the tickets as resolved by clicking the checkmark on the open ticket at the top right.
If you need to reopen a ticket, 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.
You may need to add private comments that only your colleagues can see for individual contact pages. Do this in the 'Notepad' tab either in Tickets or Contacts:
Whenever a change is made to the thread, you'll see the name of the agent and when the change was made.
Aside from assigning tickets from the flow, you can always assign tickets directly from the Tickets tab. Select the unassigned ticket and click on the 'Assign' button at the top:
In addition, you can re-assign a ticket that are already assigned to you. Click on the your initials at the top right of the open ticket and you will see a list of agents. Click on the name of the agent to re-assign the ticket to.
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-definded 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. To create a new topic or category, simply type the name in the bar and it will be created automatically.
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 while 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 "Testing". General is a default Topic. To create a new one, click on the 'New Topic'
Opening and closing tickets
Once the ticket has been resolved, you can mark the tickets as resolved by clicking the checkmark on the open ticket at the top right.
If you need to reopen a ticket, 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.
Adding Internal Notes
You may need to add private comments that only your colleagues can see for individual contact pages. Do this in the 'Notepad' tab either in Tickets or Contacts:
Whenever a change is made to the thread, you'll see the name of the agent and when the change was made.
Assigning tickets to teammates
Aside from assigning tickets from the flow, you can always assign tickets directly from the Tickets tab. Select the unassigned ticket and click on the 'Assign' button at the top:
In addition, you can re-assign a ticket that are already assigned to you. Click on the your initials at the top right of the open ticket and you will see a list of agents. Click on the name of the agent to re-assign the ticket to.
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-definded 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: 25/11/2024
Thank you!