Chat Ticket

Getting started

Application settings

GDPR tools

Modules

Tickets

Ticket settings

Knowledge database

Customers

When a customer contacts your company through the chat/support module a ticket is created. To access chat tickets enter IOdesk and navigate to Chat.

Tickets have four possible states they're new, open, solved and pending.

The new status means the ticket has not been opened or solved by an agent or the virtual assistant yet.
The open status means that the ticket has been claimed by an agent. When a ticket is open the agent can perform different actions to it such as answering, solving it and so on.
The solved status means that the ticket has been solved by an agent or the virtual assistant. Solved tickets are not displayed in the chat view
Agents can change the status of open tickets to pending to get a reminder at a set date that they should get back to the ticket. Pending tickets are not displayed in the chat view.

Below you can see a screenshot of how an open chat ticket looks.

The conversation is in the middle of the screen. It shows who sent what and when.

Switch between tickets

Here we can see that there are five open tickets that are claimed by the agent that is currently logged in. There are also two new tickets waiting to be claimed. Team tickets are tickets that are opened by other agents in your company. You can view their progress or request access so you can help each other out. Click on the ticket status you are interested in and summaries of those tickets will be loaded for you.

What you see here are summaries of five tickets that the agent currently has claimed. The highlighted ticket in the bottom is the one that the agent is currently handling. To view a different ticket simply click on the one you want to view.

Manage customer

By pressing the name of the customer you can update their name & email or view earlier tickets from when they have been in contact with your company before.

Manage ticket

Solve ticket - send summary. Solve the ticket and send a summary of the chat conversation to the customers' email.
Solve ticket - no summary. Solve the ticket and do not send a summary of the chat conversation to the customers' email.
Continue conversation by mail. Convert the chat to a mail ticket, this is useful when the customers have already left the chat before an agent got the chance to answer it.
Answer at a later date. The chat is converted to a mail ticket and status set to pending, you will also set a date when you want to get back to this ticket.
Manage participants. Invite other agents in your company to help you with the ticket. The ticket will show up as an open ticket for the invited agent.
Change team. Change what team this ticket belongs to.

Customer information

Client information shows the customers' email address, how long ago the ticket was created and their IP address. You can tag your tickets with labels that can be used to categorize and structure your tickets. Labels can be used to search in the solved tickets view.

Write a note about the ticket or the customer that can be viewed by other agents in your company. They will never be displayed to the customer.

Respond to the ticket

Here the agent can respond to the customer by writing their answer and pressing enter.

By pressing canned responses you can view personal or company-wide canned replies. A personal canned reply could be "Your "

KDB answers are answers that exist in your knowledge databases. You can view an answer and select parts of it to send to the customer or send out a link to the customer where they can read the whole answer.

Label the ticket with something fitting to categorize and get an overview over issues or subjects. Labels are never shown to the customer.

The icon in the bottom right enables you to upload images and some files to share with your customer. There are size limits and limits of what type of files you can upload.