Ticket Center Overview

——Introduce the core capabilities, function module features, and use workflow in different scenarios of ticket products, and quickly build an enterprise-specific ticket system.

What Can You Learn from This Article?

You can learn the basic capabilities of ticket products and the functional features of each module through this article, quickly build and deploy ticket workflow for certain scenarios according to the characteristics of the enterprise's business, and employ ticket products to solve actual business problems.

Main Functions of Ticket Products

The ticket system can be deployed through web links to directly reach users, thus collecting and solving customer problems. Moreover, it can integrate with other customer contact methods, such as live chat, chatbot, Call Center, etc. After communicating with customers with these products, agents will fill in and submit tickets. Through the flow, solution and statistics of tickets, user problems will be solved by the cooperation of multiple departments/long chains throughout the company, achieving the goals of efficient internal cooperation and refined external services.

How to Build a Ticket System for Enterprises

You can establish an appropriate ticket workflow through the following steps to use ticket products.

● Open an Account

Sort out the business scenarios where ticket products are used, ticket contents and agents who need to use ticket products according to the actual business needs. Determine the creation method of the tickets, the ticket field contents, and the agents solving the tickets according to the actual business.

● Configure Permissions

Open the agent account using the ticket products and configure the corresponding permissions according to the role; open an account for the agents solving the tickets and configure personalized roles as needed. Related article(s): Agent Management Guide

● Usage Scenario Setting

Select the appropriate ticket creation method according to the business scenario and make personalized settings and deployment; agents using different products can create tickets for customers in the corresponding product lines, and customers can also create tickets directly using ticket plug-ins, email, and voice MSG. Tickets can also be created through API docking. Related articles:

E-mail Ticket Guide

Ticket Plug-in Guide

Voice MSG Ticket Guide

● Ticket Content Setting

Sort out and classify ticket contents, add custom fields according to the contents, and set the ticket categories and templates. When the agent/customer fills in the ticket, the content of the ticket can be managed uniformly through the ticket template and submission template. The custom fields quoted by the ticket template and submission template should be added in the Admin Center. Related articles:

Ticket Plug-in Guide

Ticket Category and Ticket Template Guide

Public Setting Guide

● Other Business Function Settings

Set the ticket processing node reminder, automatic flow configuration, docking page and other functions as required. In the process of ticket processing, message reminder, automatic flow, and external capability docking can be customized if required. Related articles:

Ticket Processing Guide

Ticket Processing Setting Guide

Docking Page Setting Guide