Tickets
In the Tickets panel, you can see all the tickets originating from a given bot. The list includes:
- Information about the person submitting the ticket (if available),
- The channel from which the ticket originated,
- The assigned agent/group,
- Information about automation/topics discussed in the ticket,
- ticket status,
- Date of the last update.
Creating a New ticket
A new ticket is created for each new user. For returning users, a new ticket is created when they send a message after the time set up in bot settings, unless user is in moderator mode. If they send a message within a shorter time frame, their message will appear in the latest existing ticket.
Filtering tickets
You can filter tickets based on various parameters, including:
- Date the ticket was created,
- Message sent within a time range,
- Date of the ticket update,
- ticket status,
- Assigned groups,
- Assigned agents,
- Conversation topic,
- “Source” of the topic assignment (bot/agent),
- Platform,
- Language,
- Number of messages sent by the chatbot,
- Number of messages sent by the user,
- Number of messages sent by the agent,
- User,
- Automated ticket,
- “Source” setting of the “automated” parameter (bot/agent),
- Sources,
- User segment.
Dependencies between filters::
– If you filter by criteria from one category, such as “Groups,” there is an “OR” connector between them.
– If you filter by criteria from different categories, there is an “AND” connector between the categories.
To remove a filter, hover over it and click the “X” icon on its left side.
Date of creation
Filtering by ticket creation date allows you to find all tickets created within a specified time range. You can use predefined settings (last 7 days, last quarter, last month) or specify the date and time of the ticket creation.
For predefined settings, the time range is calculated up to the moment the filter is applied. For example, if you want to filter tickets created in the last 7 days and you perform this action on July 11, 2024, at 1:00 PM, you will get a list of tickets created from July 4, 2024, at 1:00 PM to July 11, 2024, at 12:59 PM. To maintain the most up-to-date time range, remember to refresh the application.
Message Sent Within a Time Range
This filter allows you to find conversations where any message was sent within a specified time range. You can use predefined settings (last 7 days, last quarter, last month) or specify the date and time of the message sent.
Date of Update
You can filter all tickets based on the date of the last update. You can use predefined settings (last 7 days, last quarter, last month) or specify the date and time of the last update.
Status
You can also filter tickets by their status. Possible values are:
- Open,
- Closed.
Groups and Agents
With the “Groups” and “Agents” filters, you can search for tickets assigned to specific groups or agents.
Conversation Topic
You can filter tickets based on the conversation topic. Use the “Conversation Topic” and “Topic Set By” filters to search for tickets on a particular topic, whether it was manually assigned by an agent or automatically by the bot.
Platform and Language
Since the default view includes tickets from all platforms, you can use the “Platform” filter to find tickets from a specific platform.
Bots often handle inquiries in different languages. Use the “Language” filter to search for tickets conducted in a particular language.
Number of Messages
You can filter messages based on the number of messages sent by:
- User,
- Agent,
- Chatbot.
This way, you can exclude empty sessions or find those that required agent involvement.
User
You can also filter conversations by the user who is contacting you through the bot. This allows you to see the conversation history of a returning user.
Automated ticket
Automated tickets are those fully handled by the bot without agent or moderator involvement.
You can filter automated or non-automated tickets, as well as those whose automation status was set by the system or manually by the user.
Sources
A bot can be promoted in various ways. If you want to check which tickets originate from a specific source, use the “Sources” filter. Available options include:
- Direct bot entry,
- Facebook ads,
- Messenger link,
- Customer chat plugin,
- Auto-reply to a comment,
- Messenger widget.
User segments
Users have their variables assigned. You can use these to filter specific user segments. You can specify several variables and determine whether all must occur and have specified values or if the user only needs to meet one of the specified conditions to be included in the filter.
Ticket view
ou can see the entire conversation by clicking on the row with its data. In the ticket view, you will see exchanged messages, important events such as enabling/disabling moderator mode, assigning the ticket to an agent, and ticket details:
- Status,
- Information about automation,
- Date of creation,
- Date of the last message,
- Platform on which the conversation was conducted,
- Conversation language.
In the right sidebar, you can also assign an agent or group to the ticket. To view more events from the conversation, click the message icon in the upper right corner of the ticket panel.
Managing ticket status
Each ticket has a status:
- CLOSED – the user is chatting with the chatbot,
- OPEN – moderator mode is enabled, and the user is waiting for an agent’s response.
When the user is chatting with the chatbot and has not enabled moderator mode, a ticket with a CLOSED status is automatically created.
You can manually open or close a ticket by selecting the appropriate option in the ticket panel. Opening a closed ticket will immediately enable moderator mode. However, an agent will not be automatically assigned even if they send a message.
When the user manually exits moderator mode, for example, by clicking the “Return to chatbot” button, the ticket status will change to CLOSED.
When an agent changes the ticket status from OPEN to CLOSED, moderator mode will be disabled for the user, and a message will be sent (if set).