Open a ticket with a human agent
3 minute read
Advanced
Support tickets streamline the process of submitting queries and assigning staff members for each query. This provides a convenient system for organizing and managing inquiries in a more efficient way.
Sample Use Case
- Here's a sample flow with minimal configuration for using the ticketing system in Glific
- The first node is the
Send Message
node, which prompts the contact to share his query so a new ticket can be opened
- The second node is the
Wait for Response
node with the result nameticket
. The response from the contact will be saved in this result and can be referenced as@results.ticket
.
- The third node is
Open ticket
node which is used to create a new ticket from flow- Choose
Open a ticket with a human agent
from the dropdown in node action. - There we can add the labels like
registration
,help
,activity
to help in streamlining open tickets based on labels - Choose the appropriate
staff member
to resolve that query. - At last is the ticket body, here we are using the
@results.ticket
from the previous step(step 1)
- Choose
- Click
OK
to save the changes
- Publish the flow and test the flow
View Support Ticket Inquiries
- To view
support tickets
, navigate to theSupport Tickets
section by hovering overFlows
in the left panel and selecting it. In this screen, you can see all the tickets, their status, and assigned staff members. Here's how the page would look like:
There are five columns in the Tickets screen namely:
ISSUE:
Displays the posted queries.
OPENED BY:
Indicates who opened the ticket.
STATUS:
Shows whether the ticket is open
or closed
.
ASSIGNED TO:
Specifies the staff member assigned to the ticket.
ACTIONS:
Provides options to add remarks, change the assignee or status of the ticket.
Once a ticket is created, users can make edits by utilizing the add remark
option. Additionally, they can close the ticket by providing a closing remark and setting the status as closed
. These features allow for easy ticket management and efficient resolution.
Tags
Support ticket, Open a ticket with a human agent, Ticketing System, Ticket inquiries, Flow.