Adding an Email or Zendesk Ticketing Service
You can easily pass a contact's communications off to a live human agent via email or our Zendesk integration. This is an easy way to better respond to help requests, process refunds, provide more detailed one-on-one information to contacts, and so many more use-cases.
Adding a ticketing service provides an advantage over the [Send Email](/en/article/senPopularAdding 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.
Adding agents
Let's start by adding agents to handle the ticket. First, go to your workspace settings page by clicking on your name at the top right. Scroll down to find on the [multi-logSome readersOpen Tickets Smart Group
Previously, you needed to create a Smart Group to find contacts who had open tickets. We've made it even easier by automatically creating this group in your workspace.
Viewing the 'Open Tickets' Group
On the left-hand side within the Contacts tab, find the 'Open Tickets' folder:
In the folder, you'll find all contacts who currently have active tickets in your [Ticketing SerFew readers