My tickets

In the “My Tickets” view, the agent can see the tickets assigned specifically to them.

Ticket panel

On the left side, there is a section with the open tickets assigned to the agent, which includes:

• the name of the user involved in the conversation (if available),
• the platform on which the conversation is taking place,
• the waiting time for a response – if the agent has responded to the user, the time is hidden.

Closed tickets are not visible in the list – they can be viewed in the “Tickets” view.

Messages are sorted by activity – from the most recent activity to the oldest.

Activity does not have to be just sending a message. It can be, for example, assigning an agent or changing the status.

In the middle section of the panel, the conversation transcript is available along with the actions that were performed between the messages, except for actions unrelated to customer service (e.g., “Assign data to user”). This is also the place from which the agent can reply to user messages.

The colors in the conversation have specific meanings:

• gray color – messages from the user,
• black color – messages sent by the bot,
• blue color – messages sent by the agent (moderator).

On the right side, the ticket details are visible:

• status – from this level, the ticket can be closed; the status is assigned by default by the system, but the platform user can change it at any time,
• information about automation,
• creation date,
• date of the last message,
• the platform from which the ticket originates,
• the user’s language,
• assigned agent,
• assigned group.

Closing an open ticket removes it from the agent’s ticket list and closes the moderator mode – the conversation user returns to the conversation with the bot.