3 minute read
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 Messagenode, which prompts the contact to share his query so a new ticket can be opened
- The second node is the
Wait for Responsenode with the result name
ticket. The response from the contact will be saved in this result and can be referenced as
- The third node is
Open ticketnode which is used to create a new ticket from flow
Open a ticket with a human agentfrom the dropdown in node action.
- There we can add the labels like
activityto help in streamlining open tickets based on labels
- Choose the appropriate
staff memberto resolve that query.
- At last is the ticket body, here we are using the
@results.ticketfrom the previous step(step 1)
OKto save the changes
- Publish the flow and test the flow
View Support Ticket Inquiries
- To view
support tickets, navigate to the
Support Ticketssection by hovering over
Flowsin 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
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.
Support ticket, Open a ticket with a human agent, Ticketing System, Ticket inquiries, Flow.