What is the Tickets feature, how can you use it, and how does it bring value to your business?
With Tickets, you can create tickets from calls in a queue to better follow up and manage your incoming calls. Call logs are created to better understand the call flow. Internal notes enable note-taking for better knowledge sharing and resolution. You have the option to loop in a colleague, making it easy to find experts to resolve a customer query.
Key features
- Automatic tickets from a call in a queue.
- Change the status of a ticket (open/closed).
- Assign a ticket to yourself or a colleague.
- Take internal notes.
- Activity log.
Easily reply to mobile callers via SMS (additional charges apply). - View previous interactions.
- Mention colleagues in a ticket.
Step-by-step guide (for administrators in the Admin portal):
All members in the same queue need to have the additional service CC Pro to use the Tickets feature in the desktop app.
How to add CC Pro to a user in the Admin portal
- Log in to the Admin portal.
- Click on Users.
- Navigate to Additional Services.
- Select the User.
- Add CC Pro.
- Click Save.
How to activate Tickets on a queue level in the desktop app
- Log into the desktop app.
- Go to the PBX Services tab.
- Click on the queue you wish to add this feature to.
- Go to Settings (in the top right corner).
- Click on Tickets.
- Click on "Auto-create tickets on incoming calls" and choose when Tickets should be activated on this specific queue:
7. Go back one step and choose if Tickets should be closed on hangup and/or on a missed call.
Good to know:
To automatically get a ticket to your call, you must be logged into the specific queue where Tickets are enabled.
Click on the tabs below to learn more about how to use Tickets in the desktop app.
Related tickets
- Click on one of the tickets in the list associated with the customer.
- Here you can see the chat conversation with the customer.
- Under this function, you can assign the ticket to yourself, close the ticket, choose that the ticket should be unassigned or assign the ticket to a colleague.
- Click here to go to the original ticket to create internal notes.
Create contacts from Tickets
When you create a contact on a ticket, the contact is automatically saved in your contact list in the desktop app under External Contacts.
The contact is first only shared with you, so you can only see it, but if you would like to share the contact with your colleagues, follow the steps below:
- Go to the tab Contacts.
- Scroll down to External Contacts.
- Click on the contact.
- Under Contact information, you can choose if the contact should be shared with your colleagues or not.
If you have chosen to share your contact with your colleagues, they will see the contact’s name when the customer calls in.
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Assign a ticket to a colleague who is not a member of the same queue
You can assign a ticket to a member in the same queue, or to a colleague who is not a member of the same queue, under the section Assignee.
To be able to assign a ticket to a colleague outside the same queue, that colleague needs to have the additional service CC Pro.
Follow the steps below to assign a ticket to a colleague who is not a member of the same queue:
- Click on Members.
- Click on Add member.
- Choose your colleague by clicking on the plus sign.
- Last but not least, click on Add.
Good to know:
If you assign a ticket to a colleague who does not have CC Pro, a pop-up window will inform you that the colleague you tried to assign a ticket to needs to have CC Pro.
Mentions
If you want to share information and knowledge or contact a colleague, you can do this by mentioning the colleague in the ticket. Simply write “@” and choose your colleague in the list.
The colleague receives a notification and an email that he/she has been mentioned in a ticket. If the colleague misses the notification, he/she can find the ticket in the email.
Tags
On your ticket, you can tag your ticket with the topic it relates to.
If you don't find a tag that is suitable for your ticket, write the name of the tag in the empty field and click on “new tag”, the tag is then saved for everyone to use.
You and all your colleagues with whom you share this ticket can see your tag, they can also add more tags to the ticket.
AI Recording & Transcription
If you have the additional service “Recorded Calls” you have the opportunity to listen to the call recording directly after the finished call, you can read the whole conversation with the customer, you can generate a summary of the call and add it to internal notes.
- Click on the Play symbol to listen to the call recording.
- If you click on Generate transcript you can get the whole call transcribed into text. You will here get a pop up window with GDPR information. When clicking Transcribe you accept these conditions.
- On the three little dots you can click on "Generate summary" to get a summary and overview of the conversation with the customer and which action points that needs to be taken.
- If you want you can click on “Copy to internal notes” and add the whole summary in the ticket itself. Then simply click on “Post note”.
- You can also click on “Copy text” and the whole transcript here will be copied.