Ticket
# 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:
# ● 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 Category and Ticket Template 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 Setting Guide
# Email Ticket Guide
——Support accessing your enterprise email to the system and providing overall function of email tickets.
# Role of Email Ticket
● The email ticket obtains customers' feedback and problems by receiving their emails and creating tickets for resolution.
● The email ticket uses Sobot email or your enterprise email as sender’s email for replying to customers.
# Email Channel Setting
Setting location: Ticket Center ＞ Setting ＞ Ticket Channel Setting ＞ Email.
On this page, you can perform the following basic email settings:
# ● Email Channel ON/OFF
This switch is turned off by default;
When closed, the email channel is disabled, your customers cannot provide feedback through email, and ticket will not be generated automatically;
If you want to set the switch for a certain email channel, you need to directly delete the email. If you want to reuse the deleted email, you can add it again.
# ● Email Address Management
Click on【Add Email】.
When registering, the system will automatically generate an email for you with the suffix sobot.com. The automatically generated email is not operational.
You can also add your own email, and the system supports sending and receiving up to 100 emails. In addition to automatically generated emails, you can also configure 99 email addresses for sending and receiving, regardless of the email platform.
【Purpose】: You can use this email to receive emails or receive and send emails according to your business.
# ● Delete
After being deleted, the email cannot reply to customers anymore.
# ● Edit
【Purpose】: You can use this email to receive emails or receive and send emails according to your business.
# ● Default assign to
Custom ticket category in ticket settings Ticket Category and Ticket Template Guide .
All tickets created through email channels will be automatically assigned to this category. If you have custom requirements, you can achieve it through the【Flow Trigger】(Ticket Center > Setting > Ticket Flow Setting > Create).
# ● Repeated emails are combined into tickets
After enabling, the system will automatically recognize the subject of the email sent by your customer. When the "subject" and "inbox" of the new email (not a reply email) are the same as the existing tickets and meet "ticket creation time" and "ticket status" you configured, the consistent emails will be combined and the reply content will be synchronized to the existing tickets.
# ● After the ticket is "closed", the reply email generates a new ticket
After enabling, when the ticket has been in the "closed" state for hours you set, if your customer replies this ticket again, the system will generate a new ticket with the reply email from your customer.
# Automatic Mail Forwarding Settings
date: 2022-05-25 17:36:38
# Function Description
This article mainly introduces how to configure automatic forwarding of emails in Google and Alibaba Cloud mailboxes.
# Taking Google Mail as an example
# Taking Alibaba Cloud Mail as an example
Alibaba Cloud Mail cannot set default email of Sobot as receiving email. Another email with suffix of sobot.com should be used as the receiving email.
# IMAP & SMTP Settings
# Taking Google Mail as an example
Return to Sobot and enter the login password for the enterprise email in the【Authorized Password】; simultaneously fill in the acquired server address and STMP port, and select SSL as the encryption method; after filling in, send an activation email.
# Taking Alibaba Cloud Mail as an example
Return to Sobot and enter the login password for the enterprise email in the【Authorized Password】; simultaneously fill in the acquired server address and STMP port, and select SSL as the encryption method; after filling in, send an activation email.
# Common Problem
Q: When configuring IMAP, what is the possible reason for not receiving the verification email?
A: Check whether the email has entered the spam folder. If so, move it to the inbox (some email service providers require adding trusted addresses);
Q: When configuring IMAP, I received the verification email, but it was displayed as unsuccessful or in the process of verification. What is the reason?
A:
- Check whether the IMAP configuration is correct;
- Confirm with the company's email administrator whether the company has IMAP permissions and whether the mailbox has IMAP permissions;
Q: When configuring SMTP, what is the possible reason for not receiving the verification email?
A:
- Check whether the SMTP configuration is correct;
- Confirm with the company's email administrator whether the company has SMTP permissions and whether the mailbox has SMTP permissions;
# Outlook Mailbox Authorization Instructions
# Version Description
Currently only supports the international version of Outlook mailbox, not the Chinese mainland version, which is Microsoft operated by 21Vianet.
# How to confirm that SMTP permissions are enabled
# ● How to confirm that the company has enabled SMTP permissions
See https://learn.microsoft.com.-us.tra/fundamentals/security-defaults
# ● How to confirm that SMTP permissions are enabled for a single mailbox
See https://learn.microsoft.com.-us/exchange/clients-and-mobile-in-exchange-online/authenticated-client-smtp-submission
# ● Administrator authorization scenario
In this scenario, the enterprise has controlled SMTP permissions. Only administrators with corresponding permissions can install on behalf of the enterprise. Therefore, you need to contact the administrator with this permission and check "Agree on behalf of the organization" during installation.
# Email Template Setting
# Function Description
You can set two templates, namely【Reply Email Template】and【Ticket Copy CC Email Template】on Ticket Center ＞ Setting ＞ Ticket Channel Setting ＞ Email ＞ Email Template Setting page.
【Reply Email Template】refers to the email setting template that you can reply for agent. This function can unify the style of emails received by customers, establish the external image of the enterprise, and optimize the customer experience.
【Ticket Copy CC Email Template】Ticket Copy CC Email is mainly used for ticket summary during internal reporting. You can set custom templates for Ticket Copy CC Email, which facilitates internal information management of the enterprise and improves reporting efficiency.
# Reply Email Template
You can customize the email title, email content and background color of the main text, and check the reply information for replying to customers.
# Ticket Copy CC Email Template
The ticket copy cc email template will be automatically sent when the trigger copies the ticket to the designated mailbox. You can set the email title for it, and set the content module, displayed signature, agent information, etc. as required.
# Ticket Plug-in Guide
——Allows your customers to easily create tickets through the ticket plug-in
# Role of Ticket Plug-in
The ticket plug-in can be directly deployed to your page as a web link for your customers to fill in or make submission in combination with live chat and chatbot products.
# Preparation
● Preparation of ticket plug-in deployment environment: The ticket plug-in can be inserted into the page as a web link. Please prepare the deployment environment in advance.
● Content setting of custom fields: Ticket plug-in can be associated with multiple submission templates, which are the collection of content that customers need to fill in. If you require your customers to fill in specific content, please add custom fields in advance to configure submission templates.
Related article: Public Setting Guide
# Add and Manage Ticket Plug-in
Ticket plug-in is a convenient function for enterprises. It allows customers to submit, view, and reply to tickets through the plug-in page and also supports the transfer of customer information.
# ● Plug-in Setting
You can manage and preview the plug-in via Ticket Center ＞ Setting ＞ Ticket Source Setting ＞ Ticket Plug-in page. Click 【Add Plug-in】 to add ticket plug-in.
- Submission page setting
One or more submission templates can be added for each ticket plug-in. When multiple templates are added for the plug-in, the customer shall select template before filling in to enter submission page; the customer can change title text on the submission tab on the ticket plug-in page by editing the title of the submission page.
- List page setting
bmission list tab can be displayed or hidden when ticket plug-in page is accessed after View the Submission List is on or off; the display text on the list page can be customized by editing list page title.
Edit details page title to customize the top title text displayed when entering the ticket details page; select ticket display range to control the number of submissions that visitors can view in the submission list.
If the customer reply function is off, the reply button will be hidden after the customer enters the ticket details page, or the reply entry will be hidden when you check the ticket status as "Completed".
If access failure verification is on, when the customer's identity cannot be obtained, it can be verified through the mailbox verification code and the submission content of the customer will be displayed.
- Other settings
You can switch the language type of the system prompt on the ticket plug-in page via the ticket plug-in language setting.
You can also change the font and background color of the ticket plug-in by modifying the theme color.
# ● Deploy Code
You can deploy ticket plug-in in your website by inserting a link, or log in to the customer's identity and data through API docking. You can transfer a variety of custom parameters according to your specific scenario. For more access details, please refer to
# Add and Manage Submission Template
# ● Add Template
On the Ticket Center ＞ Setting ＞ Ticket Source Setting ＞ Ticket Plug-in ＞ Configure Submission Template page, click 【Add Template】 to add submission template, and you can customize submission template name and page guidance text.
# ● Add Custom Field
You can manage custom fields in the template by adding or editing submission template, including adding field, setting field sorting, deleting field, etc.
# ● Set Required Info
To distinguish the customer's identity, you can set the required email or phone number information for customers to make submission. After the customer fills in, the agent system will combine the tickets to the corresponding customer according to the information filled in.
# ● Set Submission Category
Through modifying the submission category of the template, you can make customers choose the category when they fill in the submission or assign the submission of this template to a ticket category by default.
# ● Other Settings
Through other settings, you can make customers fill in the title or automatically generate a title when they make submission; select whether attachments can be uploaded and must be uploaded; choose a satisfaction evaluation template for association, so that the customer can make the satisfaction evaluation when the ticket is solved.
# Voice MSG Ticket
——Use the Call Center product, configure the IVR submission node, and receive the customer's voice MSG to automatically create a ticket
# Role of Voice MSG Ticket
With the Voice MSG ticket function, you can convert the customer's voice MSG through the Call Center of the agent system into a ticket for processing.
# Preparation
● IVR setting: You need to enable the Submission-Ticket Transfer function in the Call Center.
Select a category and assign the voice MSG-transferred tickets to the category.
# Agent and Group Guide
—— Divide skill groups according to the functions of the ticket business workflow, and manage skill groups, flow range of skill group tickets and in-group agents.
# Role of Agent and Group
Learn about the role of each setting function of ticket skill groups and manage the skill groups.
# Preparation
The skill group is a unit for processing business. You can set and manage business rules for agent in the group according to the skill group. Before setting the skill group, you shall make the following preparations:
● Before setting agent and group, add an account for the agent who needs to process the ticket.
Related article: Agent Management Guide
● After adding an agent account, you shall draw up a skill group for ticket processing and add it according to the division of your actual business needs.
● Before creating the flow range of the skill group tickets, the skill group to which the tickets flow should be created.
# Skill Group Management
# ● Add Skill Group
Click【+Add】 to add a skill group via Ticket Center ＞ Setting ＞ Agent and Group ＞ Skill Group Management page.
# Add/Delete Skill Group Members
Select the group where you need to add members and click【+Add Member】 to add agents to the selected skill group through Ticket Center ＞ Setting ＞ Agent and Group ＞ Skill Group Management page. You can add/delete skill group members in bulk by checking/unchecking members on the list.
You can also delete members from the skill group member list by checking the skill group, selecting the members to be deleted, and clicking 【Delete】.
# ● Set Receiving Limit
- By Skill Group
Select the group where you want to set the receiving limit and click 【Receiving Limit】 to set the receiving limit in bulk for agents in the group via Ticket Center ＞ Setting ＞ Agent and Group ＞ Skill Group Management page.
- By Agent
You can also set the receiving limit in the skill group member list by checking the skill group, selecting the members to be set, clicking 【Receiving Limit】, filling in set value, and then saving.
# Flow Range of Skill Group Tickets
# ● Create Flow Range of Skill Group Tickets
Click【+Create】 to add a flow range of tickets via Ticket Center ＞ Setting ＞ Agent and Group ＞ Flow Range of Skill Group Ticket page. When the operator does not belong to any skill group, the flow range of the operator's ticket is all skill groups. When no flow range is set for the operator's skill group, the flow range is all skill groups. If the flow range for some skill groups where the operator belongs is set, while it is not set for others, the flow range is all skill groups.
# ● Search Flow Range of Skill Group Tickets
You can query the created skill group range through the search box【Search Range Name】and the drop-down box【Skill Group】via Ticket Center ＞ Setting ＞ Agent and Group ＞ Flow Range of Skill Group Ticket page.
# ● Edit Flow Range of Skill Group Tickets
Click【Edit】 to change the information of flow range of tickets via Ticket Center ＞ Setting ＞ Agent and Group ＞ Flow Range of Skill Group Ticket page.
# ● Delete Flow Range of Skill Group Tickets
Click【Delete】 to delete flow range of tickets via Ticket Center ＞ Setting ＞ Agent and Group ＞ Flow Range of Skill Group Ticket page.
When a skill group is deleted, the settings page no longer displays that skill group, and the ticket no longer flows to that skill group.
# ● Manage Flow Range of Tickets in Skill Group
Click【+Add】 and【Edit Group Name】to edit ticket flow range via Ticket Center ＞ Setting ＞ Agent and Group ＞ Skill Group Management page.
Ticket flow range is multiple.
# Set Agent Work Time
Agent work time setting will affect the assignment of tickets to agents by flow trigger and scheduled trigger. You can set unified work time for all agents via general setting, or set separately as per the skill group. After the work time is set, you can enable ON/OFF to manage work time as per the scheme.
# ● General Setting
- Set regular work time Enable ON/OFF to manage agent work time according to general setting via Ticket Center ＞ Setting ＞ Agent and Group ＞ Agent Work Time ＞ General Setting page.
Select agent work time zone.
Click 【Add Work Time】 to add a variety of work time schemes, such as setting the work time by distinguishing between working days and weekends or deleting the set schemes.
- Set makeup time You can set time other than regular work time as makeup time in general work time.
- Set holiday break time You can also set special holidays in the regular work time as break time in general work time.
# ● Skill Group Setting
Enable ON/OFF to manage agent work time by skill group via Ticket Center ＞ Setting ＞ Agent and Group ＞ Agent Work Time ＞ Skill Group Setting page.
Select time zone of skill groups.
Click 【Add】 to set the regular work time, makeup time and holiday break time according to the skill group.
# Ticket Category and Ticket Template Guide
——Use the ticket template to divide different ticket content differences, and identify the connection between the ticket and the actual business according to the ticket category.
# Role of Ticket Category and Ticket Template
Ticket category and ticket template are required contents for agent when creating tickets. Ticket template can be associated with ticket category and contains all basic information of tickets. Any change of ticket template will change the ticket content.
# Preparation
● Add custom fields: The ticket template can be added with multiple custom fields. You can add fields as required and then add the fields into the ticket template. Related article: Public Setting Guide
● Sort the category required by the ticket according to the actual business: The ticket category can be used for ticket filtering and statistics and can also be associated with the ticket template to simplify the operation. Please sort the ticket category according to your business needs, make preparation and then add.
# Add and Manage Ticket Template
# ● Add Template
Add custom fields You can add multiple ticket templates by clicking【+Add Template】 via Ticket Center ＞ Setting ＞ Template Setting page. The ticket template contains two fields: title and problem description, and additional custom fields can be added.
Field sorting After adding multiple custom fields, you can drag the field up and down to change its sequence in the template by clicking the sequence tag before the field.
- Set the default text You can set the default text for the title, problem description and custom fields in the template. The default text is the preset content, which will be filled in the field during ticket creation. Agent can submit or modify it on this basis to improve work efficiency.
# ● Preview Template
After setting the template, click Preview to view the effect of the template during ticket creation.
# ● Delete Template
You can delete a template from the template list. Deleting a template will affect the tickets that have already used the template.
# ● Available Range
The designated agent/skill group can see the designated ticket template, which allows agents to focus on the business they are responsible for when creating/editing tickets.
● Individual settings
● Bulk settings
# ● Permission Settings
You can set here so that the designated agent/skill group can change the ticket template to prevent errors during the processing of the ticket.
# Add and Manage Ticket Category
# ● Add Category
You can add, delete or sort categories in the category pop-up window by clicking 【Edit Category】 on the bottom of Ticket Center ＞ Setting ＞ Category Setting page. You can add up to five levels of ticket categories. When you delete a ticket category, the tickets that have used this category will be affected.
# ● Preview Category
Select a ticket category and click Preview to view the page effect of the selected category and template when a ticket is created. After the category is selected for the first time, the template can be automatically selected according to the association between category and ticket template. After the category is switched again, the template will not change.
# ● Move Category
In addition to sorting ticket categories when editing them, you can also sort a category at the same level or move it at different levels in the category list. Select and hover over the category, click【┇】, and select the parent category in the pop-up window for transfer.
# ● Available Range
The designated agent/skill group can see the designated ticket category, which allows agents to focus on the business they are responsible for when creating/editing tickets.
● Individual settings：Set the available range for agent/skill group for individual ticket category.
● Bulk settings：Set the available range of agent/skill group for ticket category in bulk by clicking "More".
# ● Associate Ticket Category and Template
After adding a ticket category, select the category to associate the ticket template in the details on the right. When a ticket is created, the ticket template associated with the ticket category will be automatically filled in to improve efficiency after a ticket category is selected.
To avoid association errors, you can click 【Preview】 on the right side of the drop-down box to view the details of the associated template.
# ● Permission Settings
You can open the change permission for ticket category to agent/skill group here.
# Ticket Processing Setting Guide
——Personalize the complete workflow of the ticket according to the actual needs
# Role of Ticket Processing Setting
Ticket processing settings are all user-defined configurations or content in the process of creating, processing, and transferring tickets. You can enable, disable, and customize these functions according to the actual business to meet the needs of daily use of ticket system functions.
# Preparation
● Understand the completion workflow of the ticket system, and be familiar with the basic functions of each module of the ticket as well as the meaning of the ticket list, ticket details and other fields.
● Create a ticket agent account and a ticket skill group. Multiple processing settings can be configured by group or for specific agent. Please set agent and group in advance to facilitate function setting.
Related article: Agent and Group Guide
● Create and process several tickets as test objects for modifying configurations and customizing functions.
# Create Ticket
# ● Required Field
When creating a ticket, the ticket title and description, ticket category, and ticket template are required fields by default. In addition, you can set the receiving agent, receiving agent group and customer information associated with the ticket as required or not required fields.
# ● Categorizing Path
You can switch the display effect of full path/short path of ticket category by changing the ON/OFF of Categorizing Path.
# ● Repeated Creation Prompt
Enable the Repeated Creation Prompt and set the prompt time you need. When agent creates a ticket, if the same customer has created a ticket within the designated time, the system will prompt you to view that ticket to avoid repeatedly creating a ticket for the same problem of the customer and thus affecting the ticket processing efficiency.
# Ticket Receiving
After Ticket Auto Receiving of the enterprise is on, all agents will find the Ticket Auto Receiving ON/OFF under the ticket processing menu. After it is on, it allows agents to normally receive the tickets assigned by the trigger. If you want to learn about the trigger configuration, please refer to the article: Ticket Flow Setting Guide
# Reply to Tickets
In the process of ticket processing, agent can enter the content to reply to single or batch tickets, or select the preset reply of the enterprise to reply directly to customers to improve work efficiency.
# ● Default Reply Available Range
When agent replies to a ticket, it can set the reply to be visible internally or externally, and modify the Default Reply Available Range,thus reducing the agent's action of switching the visible range in some cases and improving efficiency.
# ● Add Preset Reply
- The agent system has set multiple preset replies for the enterprise. If you need to add more preset replies, you can customize the reply content by clicking【+Add Preset Reply】through the Ticket Center ＞ Setting ＞ Ticket Processing Setting ＞ Reply to Ticket page; 2. When adding a preset reply, you can insert a variable in the reply content. When replying in different situations, you can automatically replace the variable value, enabling more flexible usage; 3. The default preset replies of the system cannot be edited or deleted, and the first 10 preset replies can be displayed by sorting.
# ● Preset Reply Editing, Deletion and Sorting
- The custom preset reply can be edited or deleted by clicking the corresponding function button in the action bar; 2. Click the Sort button on the right side of the preset reply list to activate the sorting status, and drag the sequence tag on the left side of the reply to quickly sort, which will take effect after saving.
# Reminder
Agent can urge ticket receiving agent to process this ticket asap through the reminder function.
# ● Minimum Reminder Interval
After the enterprise sets the minimum reminder interval, the ticket cannot be reminded again within the designated time after the last reminder.
# ● Ticket Reminder
The enterprise can control whether to remind the receiving agent or other relevant processing personnel when a ticket is reminded by turning on the ticket reminder. 1. Reminder object After the ticket reminder is on, you can select the reminder object by selecting the receiving agent or creator or customizing the member in the agent system.
- Reminder method You can send reminders to the reminder object in multiple paths by selecting the reminder method, including private MSG, email, and SMS. To use the SMS reminder function, you need to recharge the SMS first. If multiple reminder objects are set, when a ticket is reminded, multiple SMS will be used for reminder.
# Notification Reminder
# ● Notify Customer
With the Notify Customer is on, you can notify the customer at the nodes of ticket created, ticket replied, and ticket resolved. If you select the default mailbox for notification, the system will send the email via the default email address opened for the enterprise. If you use another email address for reminder, the notification email will display the email signature you set (at this time, the email is still sent through the default email address).
# ● Notify Agent
After Notify Agent is on, you can send a reminder email to the receiving agent when the ticket is assigned and replied by the customer. You can also remind the agent through browser MSG pop-up window and browser voice. If the ticket is assigned with no receiving agent, you can set 【Notify Receiving Agent First】in the reminder range to notify the receiving agent when there is one and notify all members in the group when there is a receiving agent group but no receiving agent.
# ● Alert
Alert can monitor the frequency of some keywords contained in the ticket created in the enterprise. For example, in a certain period of time, when the ticket repeatedly mentions "login", it can remind the staff to check the relevant functions. You can add multiple alert schemes after the reminder is on. When the keywords you set in the ticket title and description within the set time exceed a certain number, a reminder email will be sent to the email address you set.
# Satisfaction Evaluation
When customers make submission using the agent system or directly submit a ticket using the ticket plug-in, they can evaluate the ticket and service after the ticket is resolved. You can associate different satisfaction evaluation templates with different submission templates to meet more personalized business needs, or set templates in other languages to satisfy the needs of customers in other languages. Related article(s): Ticket Plug-in Guide
# ● Sending Occasion
Sending occasion refers to the status under which the ticket is processed to send the invitation for satisfaction evaluation to customers. You can choose to send the invitation when the ticket is set to the resolved status or closed status for the first time. The invitation for satisfaction evaluation can only be sent once for one ticket.
# ● Satisfaction Template
You can add multiple satisfaction evaluation templates by clicking【+Add Template】via the Ticket Center ＞ Setting ＞ Ticket Processing Setting ＞ Satisfaction Evaluation page. By adding a template, you can customize the guidance text, evaluation star description, evaluation text, and submission button text. You can add multiple satisfaction evaluation templates to meet the needs of different businesses, scenarios, and languages.
# Ticket Flow Setting Guide
——Set a trigger to realize auto flow processing of ticket triggering node and process batch tickets regularly according to the natural time
# Role of Ticket Flow Setting
You can configure the flow trigger and scheduled trigger through the ticket flow setting to judge ticket conditions at the ticket processing node or at each hour using the trigger and execute relevant actions to process the ticket. Reasonable configuration of triggers can improve the efficiency of ticket processing and flow.
# Preparation
● Understand the completion workflow of the ticket system, and be familiar with the basic functions of each module of the ticket as well as the meaning of the ticket list, ticket details and other fields.
● Create custom fields, ticket categories, ticket templates, submission templates or other ticket related attribute contents to help you understand the trigger nodes, determination conditions and execution actions of ticket flow trigger and scheduled trigger.
● Create and process several tickets as test objects of triggers.
# Working Principle of Triggers
The trigger consists of trigger event, trigger condition, and execution action. When you operate the ticket or a specific time (trigger event) is reached, the system will judge the condition (trigger condition), automatically execute the set operation (execution action) for the ticket that meets the condition, and generate the operation record. The flow trigger can be triggered only when certain actions are performed, while the scheduled trigger is triggered at every hour (server time).
# Trigger Configuration
# ● Add Trigger
You can add a new trigger by clicking【+Create】via Ticket Center ＞ Setting ＞ Ticket Flow Setting ＞ Flow Trigger/Scheduled Trigger page or copying a trigger, select a trigger event (not required for scheduled trigger, executed at every hour by default), add one or more trigger conditions, and set actions to complete the setting of a trigger.
# ● Relation of Trigger Conditions
When you add multiple trigger conditions, the ticket must meet each of the【All Conditions】you add and at least one of the【Any Conditions】you add before it can be determined to meet the trigger conditions for action execution.
# Trigger Management
You can edit, sort, enable/disable, copy and delete triggers via Ticket Center ＞Setting ＞Ticket Flow Setting ＞Flow Trigger/Scheduled Trigger page.
# ● Sort
- You can activate the sorting status by clicking the sorting button on the right side of the reply list, and quickly sort by dragging the sequence tag on the left side of the reply, which will take effect after saving; 2. When multiple triggers are set, if the ticket meets multiple trigger conditions, it will be executed according to the sequence of the triggers.
# ● Enable/Disable
- After the trigger is disabled, the trigger will no longer take effect; 2. When a disabled trigger is enabled again, it will be added to the end of the enabled trigger list and executed according to the sequence of the triggers. If you want this trigger to be executed first, you need to adjust the trigger sequence.
# Difference Between Scheduled Trigger and Flow Trigger
The scheduled trigger can work in absence of events and will be executed according to the sequence of scheduled triggers at every hour of the server event. The trigger conditions and execution actions of the scheduled trigger are basically the same as those of a flow trigger.
# Flow Trigger Example
# ● Example 1
The flow trigger can help you automatically assign user submissions from different channels to different agent groups for processing;
For example, the tickets submitted by "WeChat" are assigned to the WeChat agent group for processing
- Trigger event: "Ticket" is "Created"; 2. Trigger condition: "Ticket: Submission Source" is "WeChat Official Account Submission" or "WeChat Mini-Program Submission"; 3. Execution actions: "Assigned to Agent Group", "WeChat Agent Group", and "Avg. Assign to All Agents";
# ● Example 2
The flow trigger can help you automatically set the priority of ticket processing according to different ticket categories;
For example, the complaint ticket has the highest priority
- Trigger event: "Ticket" is "Created"; 2. Trigger condition: "Ticket: Category" is "Complaint"; 3. Execution action: "Priority" is "Urgent";
# ● Example 3
The flow trigger can help you realize the internal ticket flow in the enterprise, such as the internal flow of bug tickets. Flow path: The front-line agent creates a ticket after receiving the problem feedback —> the ticket is automatically assigned to the second-line agent, and the agent confirms whether the problem is a bug —> If it is a bug, it will automatically flow to the R&D team for processing; otherwise, the second-line agent will give a corresponding reply and close the ticket.
● Trigger 1: The bug ticket is assigned to the second-line agent group 1. Trigger event: "Ticket" is "Created"; 2. Trigger condition: "Ticket: Category" is "bug"; 3. Execution actions: "Assigned to" "Second-line Agent Group";
● Trigger 2: The second-line agent group assigns the bug ticket to R&D agent group 1. Trigger event: "Ticket" is "Replied"; 2. Trigger conditions: "Ticket: Category" is "bug"; "Ticket: Status" is "Processing"; "Ticket: Receiving Agent Group" is "Second-line Agent Group" 3. Execution actions: "Assigned to" "R&D Agent Group"
# Scheduled Trigger Example
# ● Example 1
The scheduled trigger can help you automatically process some tickets at a fixed time. For example, the resolved tickets will be closed automatically after 24 hours
- Trigger conditions: "Ticket: Status" is "Resolved"; "Time: hrs after resolution" is greater than "24h; 2. Execution action: "Ticket Status" is modified as "Closed";
# ● Example 2
The scheduled trigger can periodically assign the tickets that have not been received to the designated handler;
For example, tickets that have not yet been received 24h after they are created will be assigned to the designated handler for processing, and the priority becomes urgent
- Trigger conditions: "Ticket: Status" is "Not Received"; "Time: hrs after creation" is greater than "24h"; 2. Execution actions: "Assigned to Agent" "Neptune"; "Priority" is modified as "Urgent";
# ● Example 3
The scheduled trigger can automatically assign the tickets that are not received periodically;
For example, the complaint tickets not assigned to the agent group will be automatically assigned to the second-line agent group for processing and received by the agents in the group
- Trigger conditions: "Ticket: Receiving Agent Group" is "No Agent Group"; "Ticket: Category" is "Complaint"; 2. Execution actions: "Assigned to Agent Group", "Second-line Agent Group";
# SLA Guide
——Set ticket processing timeliness standards, automate timing and reminders, and improve ticket processing efficiency and customer experience
# Role of SLA
SLA can set independent processing timeliness targets and reminder objects for different tickets. When a ticket is created or updated, it will calculate the processing time for the tickets. When the target time is reached, a reminder can be sent to the reminder object.
The ticket processing timeliness can also be used for report statistics to help enterprises improve processing efficiency and customer experience.
A ticket can only have one SLA at a specific time point, but multiple SLAs can exist throughout the life cycle of the ticket.
For example, in the on-site maintenance scenario, set SLA-A for Agent A, with a corresponding processing timeliness of 2 hours, and set SLA-B for Agent B, with a corresponding processing timeliness of 48 hours. After a customer reports a malfunction, agent A must assign a maintenance engineer within 2 hours, and the maintenance engineer must resolve the issue within 48 hours after receiving the ticket.
# SLA Work Time
If you wish the SLA target not to count time during non-work time, you can set the work time for the SLA. We strongly recommend that you set the SLA work time to be the same as the agent/skill group's work time.
# ● 1st Reply Time
Refers to the time of the ticket's first public reply (agent replying to customers, trigger replying to customers, Q&A bot replying to customers, Amazon backend replying to customers, replies through API, etc.), independent of changes in ticket status and field updates.
Regardless of whether the ticket has a matching SLA, the ticket will have a first reply time after the first reply is generated.
# ● Next Reply Time
Refers to the time the agent needs to make a public reply after the customer replies. Only when there is a customer reply will the target for the next reply time be triggered, and a public reply from agent counts as a response to that target. Therefore, a ticket will have multiple next reply time targets, and a complete next reply indicator always exists in a Q&A format between the customer and agent.
If the customer replies multiple times without any public reply from agent in between, the starting timing for the next reply will begin from the first customer reply.
# ● FCR Time
Refers to the time when the status of a ticket is first set to "Resolved" or "Closed" category (including agent, trigger, API), independent of replies and field updates. Regardless of whether the ticket has a matching SLA, the ticket will have a FCR Time after the first resolution.
# ● Final Resolution Time
Refers to the time when the status of the ticket was last set to "Resolved" or "Closed" category (including agent, trigger, API). Because there are scenarios where the ticket changes from "Resolved" to "Processing", the final resolution time is a continuous timing process.
Regardless of whether the ticket has a matching SLA, the ticket will have a final resolution time after the last resolution.
# ● Customer Waiting Time
Refers to the actual waiting time of the customer from the moment the ticket is created until the ticket is resolved (when the ticket status is last set to "Resolved" or "Closed"). Because there are scenarios where the ticket changes from "Resolved" to "Processing", the customer waiting time is a continuous timing process.
Calculation formula: Last resolution time of the ticket - ticket creation time - duration of the ticket remained in the categories of "Resolved", "Closed", or "Awaiting Response" - Non-work time (this value exists if the SLA work time is set).
According to the formula, if the ticket has not been resolved, the customer waiting time cannot be calculated. Moreover, the duration that the ticket stays in the "Awaiting Response" category is completely determined by the customer, so reminders for about to timeout cannot be made for customer waiting time.
# ● Agent Work Time
Refers to the actual ticket processing time of agent from the moment the ticket is created until the ticket is resolved (when the ticket status is last set to "Resolved" or "Closed"). Because there are scenarios where the ticket changes from "Resolved" to "Processing", the agent work time is a continuous timing process.
Calculation formula: Last resolution time of the ticket - ticket creation time - duration of the ticket remained in the categories of "New", "Paused", "Resolved", "Closed", or "Awaiting Response" - Non-work time (this value exists if the SLA work time is set).
According to the formula, if the ticket has not been resolved, the agent work time cannot be calculated. Moreover, the duration that the ticket stays in the "Awaiting Response" and "Paused" categories is beyond the control of the agent, so reminders for about to timeout cannot be made for agent work time.
# SLA Management
Admin can add multiple ticket processing timeliness schemes for the enterprise. When a ticket is created, the scheme will judge according to the set conditions, record the SLA that meets the conditions, and give a countdown reminder according to the targets. You can add multiple sets of rules to meet the efficiency requirements of different business scenarios and users.
# ● Creation
Click [+ Create SLA], fill in the title and description, add one or more filter conditions, select or add timing rules, set SLA targets and reminder methods, and you have completed the setting of an SLA.
# ● Sort
You can create multiple SLAs, and when a ticket is created or updated, it will match in the order of the SLAs, and stop further matching once an SLA is matched.
# ● Editing
After editing the SLA, it will only take effect on subsequent created or updated tickets, but the SLA targets that the ticket have already been responded to will still be recorded and counted.
# ● Deletion
After deleting the SLA, it will only take effect on subsequent created or updated tickets, but the SLA targets that the ticket have already been responded to will still be recorded and counted.
# SLA Map
# ● Processing Timeliness for Ticket List
The processing timeliness field displays the maximum remaining time of the ticket until the set target time. When the target is responded to, the remaining time will not be displayed.
The processing timeliness has 6 display forms:
Display "--" when there is no applicable SLA for the ticket or all targets have been responded to;
Display green when the remaining time > 15 minutes;
Display yellow when 0 < remaining time <= 15 minutes;
Display "now" when remaining time = 0 minutes;
Display "-" + red when remaining time < 0 minutes;
Display "paused" when the target has been paused, for example, when the ticket has an agent work time target but the current status category of the ticket is "Awaiting Response";
For example: If the target for the 1st reply time of a ticket has already timed out by 1 hour, and there are still 3 hours left for the FCR time target, the processing timeliness field will display -1h (red), and after agent first reply, it will display 3h (green).
Processing timeliness supports sorting, and agent can prioritize processing tickets that have already timed out or are about to time out through sorting.
# ● Ticket Details Show the Timeliness of All Targets
When entering the ticket detail page, the current deadline and processing timeliness of all targets for the ticket will be displayed in the upper left corner. When the target is responded to, the remaining time will not be displayed.
# ● SLA Operation History
Ticket compliance, SLA changes, target achievements, timeouts, and deadline changes will all be recorded in the operation history. When the SLA target for the ticket is not met, you can check the operation history to find out which step is problematic.
# Differences Between Old and New Version SLA
# ● Old Version SLA
If your system displays an upgrade prompt, then the version you are currently using is the old version.
# ● Difference Description
The new version of the SLA will rematch the SLA during the creation and updating of tickets, while the old version only matches the SLA at the time of ticket creation. The new version of the SLA includes additional targets such as the next response time, final resolution time, customer waiting time, and agent work time;
After upgrading to the new version of the SLA, ticket compliance, SLA changes, target achievements, timeouts, and deadline changes will all be recorded in the operation history;
After upgrading to the new version of the SLA, the "processing timeliness" field in the ticket list supports sorting. The data statistical dimensions of the new version of the SLA are more comprehensive and detailed; specific information can be found at SLA Statistics Guide;
The SLA statistics for tickets that were not completed before the upgrade will be somewhat affected, so it is recommended to choose an appropriate time to upgrade;
# ● Data Statistics after Upgrading to the New Version
After the upgrade, we will provide a brand new SLA statistical report and leave an entry to view the statistical data from before the upgrade;
After the upgrade, the SLA data statistics will be calculated according to a new statistical method, and the original statistical method will stop immediately. Therefore, the SLA data statistics for tickets that have not been completed before the upgrade may experience some discrepancies. We recommend that you choose an appropriate time to upgrade;
# Ticket Filter Setting Guide
——Customize the ticket list menu exclusive to enterprises or individuals
# Role of Ticket Filter Setting
The ticket filter can automatically filter tickets according to the filter conditions and the user's data permissions. The Admin can configure a public filter, and the user can configure a personal filter. Through the combination of the two kinds of filters, the personalized ticket list menu on the left side for each agent can be realized.
# Preparation
● Create a ticket agent account and a ticket skill group. The public filters can be set by group or for specific agent. Please set agent and group in advance to facilitate the available range setting of filters.
Related article: Agent and Group Guide
● Create custom fields, ticket categories, ticket templates, submission templates or other ticket related attribute contents to help you understand the filter conditions of ticket filters.
● Create and process several tickets as test objects of ticket filters.
# Public Filter Management
The public filter is a filter added by the admin, and the filter added by the admin is public filter. It can be available to all agents or only to specific skill groups or agents. Each enterprise can add up to 100 public filters.
# ● Create and Edit Filter
Click【+Create】, fill in the title and description, add one or more filter conditions, and set the available range on the Ticket Center ＞ Setting ＞ Ticket Filter Setting page to complete the setting of a filter.
# ● Available Range
The available range of the public filter refers to which agents can see and use the filter. Admin can set the available range of the filter according to the skill group or the designated agent.
# ● Enable/Disable Filter
The filter is enabled by default after being added. If you disable the filter, the agents within the available range will not be able to view and use the filter. The filter can be deleted after being disabled, but the deleted filter cannot be recovered. Please be careful.
# ● Relation of Filter Conditions
When you add multiple filter conditions, the ticket can be displayed by the filter only if it meets each of the【All Conditions】 you add and at least one of the【Any Conditions】 you add. In addition to the filter conditions set by the filter, the data permission of each agent to view the ticket will also affect the results filtered. The agent cannot view the ticket beyond the data permission through the filter.
# Personal Filter Management
Personal filters are filters added by users on the ticket list page. They are only available to users and can be added at most 50 for each user.
# ● Create and Edit Filter
Click【More】and【Create Filter】, fill in the title and description, add one or more filter conditions, and set the available range on the Ticket Center ＞ Ticket Processing ＞ Any Ticket List page to complete the setting of a personal trigger. You can also edit the personal filters you have added through filter management. The filter conditions of personal filters are the same as those of public filters. Please refer to the public filter section. The available range of personal filters is the operator by default.
# ● Filter Sorting and Hiding
Click【More】and【Filter Management】 on the Ticket Center ＞ Ticket Processing ＞ Any Ticket List page to manage the public filters available to current agent and personal filters added and sort the filters. After the sorting is saved, you can refresh the page, and the filter list of ticket processing on the left side will be updated to the latest sequence.
In the filter management, you can hide the available filter and then refresh the page, and the filter list of ticket processing on the left side will be updated to the latest available filter. The personal filter can also be deleted in filter management, and cannot be retrieved after deletion. Please be careful.
# Role of Docking Page Setting
——Embed the external web page of the system in the ticket product to create tickets with one click or assist in the ticket processing
# What Can You Learn from This Article?
Through adding docking pages to different pages of the ticket system according to various usage scenarios, you can improve the integration of your own system and the ticket system and enhance the ticket processing efficiency.
# Preparation
● Preparation of docking pages without authentication: If you need to access an external page without authentication, just prepare the access link of the page.
● Preparation of docking pages with authentication: If you need to dock with your own system page or other pages to be authenticated, please read the relevant files before processing.
Related article: iframe Access
# Docking Page Management
You can add a docking page in the left menu of the Ticket Center or on the ticket details page via Ticket Center ＞ Setting ＞ Docking Page Setting. The docking page can be opened in the agent system or as a separate browser page for the agent.
# ● Add Page
You can click【+Add Page】through Ticket Center ＞ Setting ＞ Docking Page Setting ＞ Docking Page to add a docking page, fill in the name and URL of the page, set the opening method, page status, and valid range and then save.
# ● Page Sorting
You can click the sorting button on the right side of the docking page list to sort the docking pages that have been added via Ticket Center ＞ Setting ＞ Docking Page Setting ＞ Docking Page. After the sorting is saved, you can refresh the page, and the docking page menu of ticket processing on the left side will be updated to the latest sequence.
# ● Enable/Disable/Delete Page
You can change the status of the added page or directly delete a certain page via Ticket Center ＞ Setting ＞ Docking Page Setting ＞ Docking Page. After saving, you can refresh the page, and the docking page menu of ticket processing on the left side will be updated to the latest sequence. The deleted page cannot be retrieved. Please be careful.
# Key Settings
You can add key verification to the added docking page via Ticket Center ＞ Settings ＞ Docking Page Setting ＞ Key Settings to improve the security of the system docking. Please read the relevant files before processing.
Related article: iframe Access
# Field Setting Guide
——Use the composite form fields to display the composite content and employ the docking fields to automatically save the external information into the ticket
# What Can You Learn from This Article?
A composite form combines multiple fields, such as single-line text, drop-down list, number, and cascade, to display in the ticket as a whole. Multiple groups of data can be added to a composite form field. Through the docking field, you can dock the data information of the enterprise system to the ticket. For example, after data information is docked with the enterprise's order system, the relevant order information can be automatically docked to the ticket when the ticket is created.
# Preparation
● Before using the composite form fields, you need to specify the scenarios where the fields are used. The composite form can be applied to the scenarios where agents create tickets, such as the ticket center and agent workbench. It can be used when visitors cannot perform submission-ticket transfer or when visitors directly use the ticket plug-in to submit tickets.
● The usage rules of composite form fields are the same as those of custom fields, which need to be configured in the ticket template. Therefore, please set the ticket template and ticket category first, so that the composite form can be displayed in the ticket after it is added.
Related article: Ticket Category and Ticket Template Guide
● Docking fields can pass in the external fields into the ticket details when visitors access the live chat, access the ticket plug-in link, and use the customer SDK to access the chat. Before using, please first understand the data passing format and method combined with the usage scenario.
# Composite Form
You can add form fields to the composite form list via Ticket Center ＞ Setting ＞ Field Setting ＞ Composite Form. The composite form fields can be added to the ticket template, filled in by agents when creating tickets, and viewed and modified in the ticket details page.
# ● Add Composite Form
You can click【+Add Composite Form】via Ticket Center ＞ Setting ＞ Field Setting ＞ Composite Form, fill in title description, and add the fields to be displayed in the form to complete the creation of the composite form. The field title in the composite form cannot be the same as other fields in the form or the custom field title of the ticket. Each composite form can have up to 10 form fields. You can click the icon on the left side of the fields to drag the fields up and down to change its sequence in the form.
# ● Option Assignment
In the composite form, you can enable option assignment to the drop-down list fields. After the option assignment is enabled, you can set a value for each option, which can be displayed in the associated numeric field.
The numeric field in the composite form can be associated with the drop-down list field with the option assignment enabled. After the association is done and the option in the drop-down list is selected, the value set by the option will be automatically filled in the numeric field. You can also clear and modify the value automatically filled in again.
# ● Total Value
On the edit page of the composite form, you can enable the total value function, which is to calculate the numeric fields in the composite form. If there is only one numeric field in the form, all values of this field in each group of data in the composite form will be added. If there are multiple numeric fields in the form, you can add or multiply the values of at most two fields, and then sum the calculation results of multiple groups of data. For example, the total value in the figure below is calculated by the sum of the amount field value * quantity field value of each group based on the results of all groups of data, that is, 100*2+200*1+300*1=700.
# Docking Field
Docking field is a method of param passing through page access. Through this field, data information of the enterprise system can be docked with the ticket. After the access is completed, the docking field can be automatically filled in, quickly complete the display of external data in the ticket, and support the ticket search and setting of flow triggers by the field content.
# ● Default Docking Fields and New Custom Docking Fields
You can view the list of docking fields via Ticket Center ＞ Setting ＞ Field Setting ＞ Docking Field. Some default docking fields are preset in the system, allowing you to pass in order cards or product cards through inbound live chats. If you need to pass in other information, you can add custom docking fields. You can click Add Field to activate the field adding window. The docking field only supports string type, and the param ID is the basis for identifying the docking field. When you choose to verify the uniqueness, the values that have been saved in the ticket system will be compared to ensure the uniqueness of each value.
# ● Pass in Docking Fields in Ticket
After setting the docking field, you can pass in the docking field param through the docking page of ticket plug-in and ticket center. For details, please see the ticket plug-in access section in the Web-JS Access Description in the online channel access files. Related article: Web-JS Access Description (opens new window)
# Ticket Flow Trigger Example
——Configure flow triggers based on actual scenarios
# What Can You Learn from This Article?
Due to the different types of enterprises, the ticket flow methods vary. In order to meet the diversified needs of enterprises, the agent system has added the function of flow trigger. The flow trigger consists of trigger conditions and execution actions. When a ticket is created or updated, if it meets your preset trigger conditions, the trigger will be triggered and automatically execute the preset actions. This article will show you how to configure triggers that meet your needs in combination with actual scenarios.
# Preparation
● Before reading this article, please learn about the function of the ticket trigger, the difference between the two triggers, and the basic operation of trigger configuration.
Related article: Ticket Flow Setting Guide
● Analyze the configuration logic and conditions of the trigger according to the actual business scenarios and then configure the trigger.
# Example 1
The flow trigger can help you automatically assign user submissions from different channels to different agent groups for processing;
For example, the tickets submitted by "WeChat" are assigned to the WeChat agent group for processing
- Trigger event: "Ticket" is "Created"; 2. Trigger condition: "Ticket: Submission Source" is "WeChat Official Account Submission" or "WeChat Mini-Program Submission"; 3. Execution actions: "Assigned to Agent Group", "WeChat Agent Group", and "Avg. Assign to All Agents";
# Example 2
The flow trigger can help you automatically set the priority of ticket processing according to different ticket categories;
For example, the complaint ticket has the highest priority
- Trigger event: "Ticket" is "Created"; 2. Trigger condition: "Ticket: Category" is "Complaint"; 3. Execution action: "Priority" is "Urgent";
# Example 3
The flow trigger can help you realize the internal ticket flow in the enterprise, such as the internal flow of bug tickets. Flow path: The front-line agent creates a ticket after receiving the problem feedback —> the ticket is automatically assigned to the second-line agent, and the agent confirms whether the problem is a bug —> If it is a bug, it will automatically flow to the R&D team for processing; otherwise, the second-line agent will give a corresponding reply and close the ticket.
● Trigger 1: The bug ticket is assigned to the second-line agent group 1. Trigger event: "Ticket" is "Created"; 2. Trigger condition: "Ticket: Category" is "bug"; 3. Execution actions: "Assigned to" "Second-line Agent Group";
● Trigger 2: The second-line agent group assigns the bug ticket to R&D agent group 1. Trigger event: "Ticket" is "Replied"; 2. Trigger conditions: "Ticket: Category" is "bug"; "Ticket: Status" is "Processing"; "Ticket: Receiving Agent Group" is "Second-line Agent Group" 3. Execution actions: "Assigned to" "R&D Agent Group"
# Ticket Flow Trigger Example
——Configure scheduled triggers based on actual scenarios
# What Can You Learn from This Article?
Due to the different types of enterprises, the ticket flow methods vary. In order to meet the diversified needs of enterprises, the agent system has added the function of scheduled trigger. The scheduled trigger consists of trigger conditions and execution actions. The scheduled trigger will automatically execute your preset actions for the ticket that meets your preset trigger conditions at the hour of every day (for example, 12 o'clock). This article will show you how to configure triggers that meet your needs in combination with actual scenarios.
# Preparation
● Before reading this article, please learn about the function of the ticket trigger, the difference between the two triggers, and the basic operation of trigger configuration.
Related article: Ticket Flow Setting Guide
● Analyze the configuration logic and conditions of the trigger according to the actual business scenarios and then configure the trigger.
# Example 1
The scheduled trigger can help you automatically process some tickets at a fixed time. For example, the resolved tickets will be closed automatically after 24 hours
- Trigger conditions: "Ticket: Status" is "Resolved"; "Time: hrs after resolution" is greater than "24h; 2. Execution action: "Ticket Status" is modified as "Closed";
# Example 2
The scheduled trigger can periodically assign the tickets that have not been received to the designated handler;
For example, tickets that have not yet been received 24h after they are created will be assigned to the designated handler for processing, and the priority becomes urgent
- Trigger conditions: "Ticket: Status" is "Not Received"; "Time: hrs after creation" is greater than "24h"; 2. Execution actions: "Assigned to Agent" "Neptune"; "Priority" is modified as "Urgent";
# Example 3
The scheduled trigger can automatically assign the tickets that are not received periodically;
For example, the complaint tickets not assigned to the agent group will be automatically assigned to the second-line agent group for processing and received by the agents in the group
- Trigger conditions: "Ticket: Receiving Agent Group" is "No Agent Group"; "Ticket: Category" is "Complaint"; 2. Execution actions: "Assigned to Agent Group", "Second-line Agent Group";
# Usage description of Feishu docking
——Learn about the scenarios and specific operation steps of Feishu docking through this article
# Preparations
● An account with Sobot system admin permissions. ● An account with admin permissions for Feishu admin backend.
# Create Feishu app
# ● Log in to Feishu admin backend
Log in to the Feishu admin backend (opens new window) go to the Workplace - App Management, click "Create App" to enter the Feishu developer backend.
# ● Create enterprise self-built app
Click "Create Custom App", fill in the name, description, and select an icon for the app.
# ● Add app
Add bot app.
Add web app.
If the access domain name of your current system is sg.sobot.com, then your URL configuration is as follows: The homepage URL configuration of the desktop end is as follows: https://sg.sobot.com/auth/sign_in
If the access domain name of your current system is us.sobot.com, then your URL configuration is as follows: The homepage URL configuration of the desktop end is as follows: https://us.sobot.com/auth/sign_in
# ● Configure security setting
In the Development Configuration - Security Setting of the app:
If the access domain name of your current system is sg.sobot.com, then your URL configuration is as follows: Redirect URL: https://sg.sobot.io/ws-h5-client/
If the access domain name of your current system is us.sobot.com, then your URL configuration is as follows: Redirect URL: https://us.sobot.io/ws-h5-client/
# ● Configure Permissions
Make sure to open the following API permissions, otherwise the app will not be able to be used.
In the Development Configuration - Permission & Scopes of the app, search and open:
Obtain apps information
Get basic information in contacts
Manage app visibility
Obtain department's basic information
Obtain department's organizational structure in contacts
Obtain user groups information
Obtain user's basic information
Obtain user's organization information
Obtain user's email information
Obtain user's employment information
Obtain user ID
Obtain user's mobile number
Read and send messages in private and group chats
Obtain tenant information
Get employee's phone number
# ● Release version
In the App Versions - Version Management & Release of the app
Fill in the version number, such as 1.0.1
Default feature on mobile: Bot
Default feature on dekstop: Web App
Update description: Fill in according to the actual situation
Fill in the Availability: It is recommended to select all members. When adjustments are made later, the number of versions released can be reduced.
# ● Review
After the app is released, it might be reviewed by the admin before it can be used.
# Bind Feishu channel
# ● Fill in the app credential
Fill in the App ID and App Secret of the app to the Sobot system. In the basic information - credential and basic information of the Feishu app, find the App ID,and App Secret.
Fill them into the Sobot system, in ticket center - docking center - docking app - docking Feishu app
# ● Bind agent
Click the "+ Add Member" button
Select Feishu employees to be bound to Sobot agent
Select binding method
Manually bind existing agent: It is recommended to use this method for daily individual scenario account binding (such as employee onboarding);
Add agent and bind it: When Sobot has not created the agent for this Feishu employee (such as the first time using Sobot system, and there is already relevant information of the employee on Feishu), this method can be used;
Automatically bind existing agent: Automatically match Feishu employee and Sobot agent by mobile no. or email (this method is suitable for scenarios where there are a large number of agents in the Sobot system that have not bound Feishu);
After successful binding, the agent already bound to Feishu will be displayed here.
# ● Application of Feishu in ticket
In the ticket center - setting - ticket processing setting - notification reminder, check Feishu reminder. When the notification conditions are met, an app message will be sent to the corresponding Feishu employee.
# Ticket satisfaction setting guide
- Set appropriate time and methods to initiate satisfaction evaluation to users
# Purpose of ticket satisfaction setting
Allow the initiation of satisfaction evaluation to users through manual and automatic methods via email and SMS.
# Preparations
● Determine whether to allow ticket satisfaction evaluation based on enterprise requirements.
● Determine the timing of satisfaction evaluation sending based on business demands.
# Rules for initiating satisfaction evaluation
● The switch for invitation for satisfaction evaluation must be turned on
● The customer has not completed the satisfaction evaluation
● The default satisfaction template is being used in the current version
Both manual and automatic invitation for evaluation follow the rules above.
If the customer has already completed the evaluation, the invitation for satisfaction evaluation cannot be manually initiated, and the setting for automatic invitation for evaluation will not be triggered.
# Purpose of ticket satisfaction setting
# ● Satisfaction switch
After the switch is turned off, the system will not allow any satisfaction evaluation to be initiated towards the customer.
We understand that in certain industries, it is not permissible to collect any information from customers during the service process, so it is suitable to turn off the switch.
# ● Manual invitation for evaluation
After enabling, when performing ticket reply (including ticket reply SMS reply, email reply only), the conditions for invitation for evaluation are no longer limited, and agents can manually initiate satisfaction evaluation at any time based on their own judgments.
If the customer has already completed the satisfaction evaluation for the ticket, the button for manual invitation for evaluation will be grayed out and unavailable.
During the ticket handling process, if you have already contacted the customer through email, SMS, etc., and wish to invite the customer for satisfaction evaluation through the existing communication channel, you can manually initiate an invitation for evaluation, and the system will include the invitation link in the message.
# ● Automatic invitation for evaluation
You can change the ticket scope, invitation conditions, and invitation method of automatic invitation for invitation through configuration.
Email invitation for evaluation: Currently, the email invitation for evaluation is not automatic. The system will automatically include the satisfaction evaluation invitation link when replying to emails;
# Usage description of Amazon docking
——Learn the specific operation steps of Amazon docking through this article
# Preparations
● An account with Sobot system admin permissions.
● An Amazon account owner's account.
# Authorize the Amazon app
# ● Start docking
Find Amazon app in Ticket Center - Docking Center - Docking App, and click Start Docking.
# ● Select region
Select the Amazon region: North America, Europe, or the Far East. Select any region where your current sales are located. For example, if you sell on amazon.com, then select North America.
You can connect unlimited other accounts, regions, and markets as needed later.
# ● Select site
Select each site where your sales are located. Multiple selections are allowed.
# ● Authorization
After clicking "Go to Authorize", log in to your Amazon seller account as the account owner. Remember that you must log in as the account owner. Even admin does not have enough permissions.
After logging in, the Seller Center will display an agreement to authorize our integration with your account. To agree to the terms and continue the settings, please check the check box, and then click "Confirm".
# Field configuration
# ● Application Scenarios
You can associate some field attributes of Amazon orders with a text-type custom field. When creating a ticket, the system will synchronize this field to the ticket field for trigger workflow and other businesses.
For example, assign orders from the US site to agents in the US.
These fields are only generated when creating a ticket, and the system will not update them later. It is recommended to limit agent from making changes through the field permission setting feature in the Admin Center - Public Setting - Custom Field.
# ● One-click Configuration
Create custom fields corresponding to all Amazon fields in the field list at once. If there are custom fields with the same name, they will not be created again.
# ● Field status
After the status is disabled, the field will not be placed in the ticket when creating a ticket.
# Account configuration
# ● Seller name
In the Account Configuration - Site Setting - Setting, you can name a seller name for each site to distinguish which site of which app the message comes from.
# ● Buyer message configuration
After authorization, the system will generate an email address for each site, which your customers will never see, so it doesn't matter even if it is ugly!
Click the Copy button to copy the address to the Amazon notification setting. Here is an example using the US site:
Enter the Amazon seller backend and make sure the selected site is the US site.
Find buyer messages in Setting - Notification Preferences, and add the email address to buyer messages.
After successful configuration, the system will handle all buyer messages of the same order in the same ticket.
Note: The system does not support other notification messages currently.
# ● Ticket category and ticket template
Create a ticket category and ticket template for the tickets generated from the buyer messages of this site.
# ● Delete account/delete site
After deletion, the related configurations will become invalid and new buyer messages will not be received.
# Amazon ticket adaptation
# ● Ticket source - Amazon
After successful docking, the tickets created by Amazon will be marked as Amazon's ticket source.
# ● Order component
When opening a ticket to enter the ticket details page, if the ticket source is Amazon, the order details page will be opened by default.
The order details page will provide information such as total order amount, taxes, and products.
# ● Amazon reply
A new reply method (Amazon reply) is added. If the ticket source is Amazon, clicking the reply button will default to an Amazon reply.
# Q&A Bot Setting Guide
- Learn the specific operation steps of Q&A bot setting through this article
# Application scenarios of Q&A bot
The Q&A bot can to a large extent release agent labor, allowing agent to focus on providing high-quality services and improving customer satisfaction. Scenario example:
1. When customers inquire about product operation methods, return and exchange addresses, and other issues via email, the bot can automatically reply to customers using pre-set answers in the knowledge base, without the need for agent intervention.
2. When customers apply for a refund via email, it's often difficult for them to provide all the necessary information regarding the order and logistics in one go.
By configuring a task workflow in the knowledge base, the bot can collect the required refund information, and once collected, the refund can be processed by agent, improving the efficiency of agent handling.
# Collaboration between Q&A bot and agent
The Q&A bot and agent are independent of each other.
- The bot only intervenes when the ticket is first created. During bot processing, agent intervention is not allowed;
- Agent can check the bot's progress at any time at the "Bot Ticket" of the menu. If agent intervention is needed, it must be done through the "Trans-to-Agent" button to end the bot's service and let agent take over;
- After "trans-to-agent", the bot can no longer intervene. All subsequent processes can only be completed by agent or flow triggers;
- When the bot is processing the ticket, it does not trigger flow triggers or automatic tasks; this can only happen after "trans-to-agent";
- After the bot resolves the ticket (excluding Amazon tickets), if the conditions for automatic satisfaction sending are met, satisfaction will also be sent;
# Preparations
An account with ticket admin permission and large-model bot permission.
# Ticket Q&A bot rule configuration steps
# ● Determine the ticket range that the bot can process
Click the "Create" button in the Ticket Center - Business Rules - Ticket Intelligent - Q&A Bot Setting - Q&A Bot Rules.
# ● Select the bot for processing tickets
When selecting a bot, ensure that the bot's knowledge base, task workflows, and related configurations are already configured;
# Ticket Q&A bot rule management
# ● Set multiple rules and sort them
You can set multiple rules for different bots to handle tickets in different scenarios, and you can set up to 100 rules. Each ticket can only be executed according to one rule workflow. After the ticket is created, it will be matched according to the order of the rules, and once the conditions are met, it will no longer match subsequent rules;
# ● Rule editing/disabling/deletion
After the rule is edited, it will only take effect on subsequent tickets. If the rule is disabled or deleted, any tickets within the scope of the rule that are not in the "disabled" status will be automatically converted into tickets that can be processed by agent, and will be followed up by agent processing.
# Scenarios in which the bot ends the service
After meeting the set conditions, the bot will end the service for the current ticket;
When the AIGC resource package is in arrears, the bot will end the service for the current ticket;
When the agent finds that the performance of the bot does not meet the standards, he will manually "trans-to-agent" the ticket
# Bot-agent transfer routing configuration
After bot-agent transfer, the specific skill group or agent responsible for the ticket is configured through the Ticket Center - Business Rules - Business Workflow - Ticket Flow Setting. You can set up events for bot-agent transfer, and define the corresponding trigger conditions for agent routing setting.
# List of Tickets Processed by the Bot
In "Ticket Center - Ticket Processing - Bot Ticket", you can view the tickets processed by the bot.
# Status Setting Guide
- Introduction to the application scenarios and usage methods of custom ticket statuses
# Application scenarios for custom ticket statuses
Customizing ticket statuses can more clearly indicate the current processing progress or result of the ticket.
● Scenario example 1:
An after-sales compensation ticket may be divided into processes such as issue confirmation, compensation review, and financial payout. At this point, you can customize three ticket statuses: "Issue Confirmation", "Compensation Review", and "Financial Payout" to indicate the current processing progress of the ticket.
● Scenario example 2:
A customer complaint ticket, where the ticket processing results can be one of the following: the problem was resolved for the customer, or it could not be resolved but the customer was appeased through negotiation or compensation. At this point, you can customize two ticket statuses: "Normal Resolution" and "Negotiated Resolution", to indicate the current processing result of the ticket.
# Note
Since this feature is not compatible with the old version, please make sure that the following terminals have been upgraded to the latest version before use, otherwise there may be abnormal ticket displays:
- The company's ticket system has been upgraded to the latest version (only customers logging in via soboten.com/sobot.com have the old version);
- The company's Sobot app (Android, iOS) has been upgraded to the latest version (3.4.1 and above),Hongmeng currently does not support it;
- The company's SDK has been upgraded to the latest version;
- Adaptation to the latest open APIs, involving Create Tickets (Customer), Create Tickets (Agent) (opens new window) , Reply to Tickets (Customer) (opens new window), Reply to Tickets (Agent) (opens new window), Query Ticket Detail Page (opens new window), and Ticket Message Forwarding (opens new window);
# Ticket status category description
# ● New
The ticket has just been created and has not yet been assigned. The default status for new category tickets in the system is "Not Processed".
This category does not support adding additional ticket statuses.
Once a ticket flows from the new category to another category, it is not allowed to flow back to the new category.
# ● Processing
The ticket is being processed by agent. The default status for tickets in this category in the system is "Processing" and "Waiting for Agent Reply".
This category supports adding additional ticket statuses.
# ● Awaiting response
The ticket is awaiting customer response, and the system does not default to this status category.
During the processing of the ticket, if information from the customer is needed to proceed, the ticket can be set to this status category.
When the work order is in that category, if the customer replies, the work order status will change to "in progress".
# ● Paused
The ticket is awaiting a response from a third party other than the customer, and the system does not default to this category of ticket status.
During the processing of the ticket, if information/materials from another company or supplier are needed to proceed, the ticket can be set to this status category.
# ● Resolved
It indicates that the agent has resolved the ticket, but the customer has not yet confirmed. The default status for tickets in this category in the system is "Resolved".
This category supports adding additional ticket statuses.
# ● Closed
When the agent has resolved the ticket and the customer has confirmed that there are no issues, the default status for tickets in this category in the system is "Closed".
This category supports adding additional ticket statuses.
# Ticket status setting steps
# ● New
Click the "+New Status" button, select the new status category to create. The new category does not support customizing ticket statuses;
Name the ticket status displayed on the agent side; customizing the ticket status names for the customer side is currently not supported; a maximum of 30 ticket statuses can be created;
# ● Editing
Only modification of the ticket status names of the agent side is supported.
# ● Deletion
The system default ticket status does not support deletion; after deletion, the ticket status can still be selected in statistics and queries, but it will no longer be available during processing and flow;
After the ticket status is deleted, it will be displayed as a query condition:
# Walmart Docking Instructions
- Learn the specific operation steps of Walmart docking through this article
# Preparations
● An account with Sobot system admin permissions.
● A Walmart account owner's account.
# Authorize Walmart App
# ● Start docking
Find Walmart App in Ticket Center - Docking Center - Docking App, and click Start Docking.
# ● Select region
Currently, only North America can be selected.
# ● Log into the Walmart developer backend
Visit https://developer.walmart.com/, click "My Account" and select the US market.
# ● Add key
Click "+ Add New Key For A Solution Provider", select any service provider, click "NEXT", and check "Full Access" for all permissions.
Copy the Client ID and Client Secret into the system, and click "Next" to complete the authorization.
# Field configuration
# ● Application Scenarios
You can associate some field attributes of Walmart orders with a text-type custom field. When creating a ticket, the system will synchronize this field to the ticket field for trigger workflow and other businesses. For example, assign orders from the US site to agents in the US. These fields are only generated when creating a ticket, and the system will not update them later. It is recommended to limit agent from making changes through the field permission setting feature in the Admin Center - Public Setting - Custom Field.
# ● One-click Configuration
Create custom fields corresponding to all Walmart fields in the field list at once. If there are custom fields with the same name, they will not be created again.
# ● Field status
After the status is disabled, the field will not be placed in the ticket when creating a ticket.
# Account configuration
# ● Account name
In the account setting, you can set a name for each application to distinguish which application the message comes from.
# ● Seller name
In the Account Configuration - Site Setting - Setting, you can name a seller name for each site to distinguish which site of which app the message comes from.
# ● Buyer message configuration
Select an email address from the preset email list to receive messages from buyers. We recommend using an email that has already been configured with SMTP, as in some special cases customers may see your email address.
Set the chosen email in Walmart.
In Account - Manage contacts - Customer service, add this email address to avoid missing messages. It is recommended to set this email as "primary" and delete other email addresses.
# ● Ticket category and ticket template
Create a ticket category and ticket template for the tickets generated from the buyer messages of this site.
# ● Delete account/delete site
After deletion, the related configurations will become invalid and new buyer messages will not be received.
# Walmart ticket adaptation
# ● Ticket source - Walmart
After successful docking, the tickets created by Walmart will be marked as Walmart's ticket source.
# ● Order component
When opening a ticket to enter the ticket details page, if the ticket source is Walmart, the order details page will be opened by default. The order details page will provide information such as total order amount, taxes, products, logistics, recipient information, etc.
# ● Walmart reply
You can set the customer service response method to Walmart response in Basic Settings-Agent and Group-Agent Management.
A new reply method (Walmart reply) is added. If the ticket source is Walmart, clicking the reply button will default to a Walmart reply.
# SLA Statistics Guide
—— Introduction to SLA Statistical Indicators and Calculation Logic
# Guiding Principles for SLA Statistics
All SLA targets are composed of two factors: response and timeout.
Response: Agent has executed the SLA target;
Non-response: Agent has not executed the SLA target;
Timeout: Agent did not achieve the target within the stipulated time;
Not timed out: The stipulated deadline for the target has not been exceeded;
The structure is composed as follows:
# Definition of SLA Statistical Indicators
Based on the above, there are four dimensions of SLA indicators for tickets: qualified (response not timed out), unqualified (response timeout), non-response not timed out, non-response timeout.
| Indicator | Description |
|---|---|
| No. of SLA tickets | Total number of tickets that have met SLA targets(deduplicated), including normal tickets, tickets processed by bot, deleted tickets, and junk tickets |
| No. of SLA response tickets | Number of tickets where all SLA targets have been responded to (deduplicated) within the query conditions |
| No. of SLA non-response tickets | Number of tickets where at least one SLA target has not been responded to (deduplicated) within the query conditions |
| No. of SLA timeout tickets | Number of tickets where at least one SLA target has timed out (deduplicated) within the query conditions |
| No. of Not Timed Out SLA Tickets | Number of tickets where all SLA targets have not timed out (deduplicated) within the query conditions |
| No. of Qualified (Response Not Timed Out) SLA Tickets | Number of tickets where all SLA targets have been responded to and none have timed out (deduplicated) within the query conditions |
| No. of Unqualified (Response Timeout) SLA Tickets | Number of tickets where all SLA targets have been responded to and at least one target has timed out (deduplicated) within the query conditions |
| No. of Non-response Not Timed Out SLA Tickets | Number of tickets where at least one SLA target has not been responded to and none have timed out (deduplicated) within the query conditions |
| No. of SLA non-response timeout tickets | Number of tickets where at least one SLA target has not been responded to and at least one target has timed out (deduplicated) within the query conditions |
| SLA Qualification (Response Not Timed Out) % | No. of SLA Qualification (Response Not Timed Out) Tickets / No. of SLA Responded Tickets X 100% within the query conditions |
For SLA non-response tickets, from a product design perspective, whether timed out or not is just a transient state, as the next moment it may change from not timed out to timed out with the changing attributes of the ticket; from a business process perspective, when evaluating the processing time after the business has concluded, if there are still non-response tickets, it definitely indicates a serious problem in ticket assignment or agent execution.
Therefore, when calculating the qualification rate, non-response tickets are not counted.
# Structure of SLA Statistics
The statistical report is designed with a "Total-Sub-Total" structure, aiming to allow you to see the SLA situation more intuitively and clearly, and to make it easier to identify problems.
By using the overview data and SLA qualification trend charts, you can easily assess whether the current "qualification rate" is normal.
If problems are found, you can check the SLA qualification status from various dimensions such as source, category, skill group, and different SLA targets to identify where the problem occurs.
It is important to note that the chart is limited by location and space and will only display the "Top 30 Responded Tickets". If you wish to see all the data, you can view it through the detailed data at the bottom of the report.
Click any number in the detailed data to view all SLA targets for the ticket within the query conditions. It should be noted that the ticket category, assigned agent, and other fields you see here reflect the values at the moment the SLA targets were updated, not the latest values of the current ticket.
# Ticket Processing Guide
——Agents transfer tickets within the enterprise through ticket operation, and finally solve customer problems.
# Role of Ticket Processing
Ticket processing refers to transferring tickets among various departments and agents in various skill groups for processing through basic operations such as editing, assigning, changing the status of, and replying to tickets, and finally solving customer problems.
# Preparation
● Agent account preparation: Agents need to have ticket permission to process tickets. Please set up accounts for agents in advance and configure relevant role permissions.
Related article: Agent Management Guide
● Ticket creation: Before processing a ticket, you need to create a ticket. Agents of each product line can create tickets. You can also click [+Add] on any page of Ticket Center > Ticket Processing to create a ticket, or customers can create a ticket. Related articles:
● Ticket processing settings: The functions and permissions during ticket processing are mostly related to the ticket processing settings. You can view and understand the ticket processing functions by reference to the ticket settings.
Related article: Ticket Processing Settings Guide
# Ticket Filtering
You can quickly filter tickets according to the query criteria through the Ticket Center > Ticket Query > Custom Query page, or Ticket Center > Ticket Processing > Any Ticket Filter page. Different agent accounts can view different tickets because of different roles' data permissions. For example, agents can view all tickets, tickets in a group, and only my tickets.
Related article: Agent Management Guide
# Custom list fields
You can customize fields in the ticket list through the Ticket Center > Ticket Query > Custom Query page, or the Ticket Center > Ticket Processing > Any Ticket Filter page. Click the "Gear" icon in the header of the ticket list to select or cancel the fields displayed in the list. You can also display the reminded tickets on the top by using the function of assigning the reminded tickets to quickly view and process these tickets.
# Ticket Operation
Through ticket list filtering, click the corresponding ticket to enter the ticket details. You can perform multiple operations on the ticket details page. Different agent roles have different operation functions for tickets with different statuses and attributes. See the following table for details.
| Operation | Judgment logic |
|---|---|
| Ticket Receiving | There is no receiving agent, ordinary agent: the receiving agent group is empty or the agent group is the group where the agent is located |
| Ticket Reminder | The ticket status is to be resolved: Not received, being processed, waiting for a reply |
| Ticket Editing | Tickets not in closed or deleted status, the current receiving agent or administrator role |
| Public Reply to Tickets | Tickets not in deleted or closed status, the current receiving agent or administrator |
| Internal Reply to Tickets | Tickets not in deleted or closed status |
| Assignment | Tickets not in deleted or closed status, the current receiving agent or administrator |
| Ticket Closing | Tickets not in deleted or closed status, with closing permission, the current receiving agent |
| Ticket Deletion | Tickets not in deleted status, with deletion permission |
| Activation | Tickets in closed status, with the permission |
| Ticket Field Editing | With the permission to edit tickets, and to customize fields |
| Follow/Unfollow | -- |
| Export Tickets | -- |
# ● Ticket Receiving
You can receive tickets through the [Receive Ticket] button on the operation bar on the right side of the ticket list, or the [Receive Ticket] button on the top of the Ticket Details. After receiving a ticket, you are the receiving agent for the ticket, and other agents will no longer be able to receive the ticket. Only after receiving the ticket can the agent have the permission to edit, reply to, and assign the ticket. The agent role of the administrator can perform the above operations without receiving the ticket.
# ● Editing
If you are an administrator or have received the ticket, you can enter the agent details page and click the [Edit] button to modify the ticket title, description and custom fields.
# ● Activation
When you have the permission to activate tickets, you can reactivate the closed ticket. Enter the ticket details page, click the [Activate] button on the top, and select the priority, status and other information of the ticket to complete the ticket activation.
# ● Deletion
When you have the permission to delete tickets, you can delete tickets. Enter the ticket details page and click the [Delete] button on the top to delete the ticket. The deleted ticket will not be processed by SLA timing and trigger.
# ● Export
Enter the ticket details page and click the [Export] button on the top to export all the contents of this ticket, including ticket information, reply records, operation records, etc.
# ● Follow
Enter the ticket detail page and click the【Follow】button at the top to add followers to the ticket. Afterwards, you can view all the tickets you follow in the Ticket Processing > My Followed.
# ● Ticket Reminder
On the ticket details page, you can remind receiving agents to process the tickets in not received, being processed, or waiting for reply status as soon as possible. Click the [Remind] button on the top and fill in reminder remarks to complete ticket reminder.
# ● Association
On the ticket details page, you can associate other tickets with the current ticket, and can view the associated ticket in the associated ticket section. Click the [Associate] button on the ticket details page to enter the number of the ticket to be associated to complete the association. The two associated tickets can be viewed together in the associated ticket section.
# ● Copy
On the ticket details page, you can copy the content of this ticket to create a new ticket. The new ticket creator and channel are subjected to the actual agent and channel. Click the [Copy] button on the ticket details page, edit the ticket again in the Copy Ticket pop-up window, and then save to complete the copy, or click [Save and Associate This Ticket] to associate the copied ticket with the original ticket at the same time.
# ● Assignment
On the ticket details page, you can assign tickets to other agents. Click the [Assign] button on the ticket details page to select the receiving agent and receiving agent group to complete the assignment. The ticket assignment here is equivalent to changing the receiving agent and receiving agent group of the ticket when editing the ticket.
# ● Close
On the ticket details page, you can change the ticket status to Closed. Click the [Close] button on the ticket details page to close the ticket. Closing here is equivalent to changing the ticket status to Closed when editing the ticket.
# ● Knowledge Base
The knowledge base is a tool that helps you quickly process tickets. You can add answers to questions that are easily asked in your work to the knowledge base, making it convenient for you to quickly search for keywords in the knowledge base to find answers when encountering the same questions in the future, thus saving response time.
You can categorize FAQs on the right and add answers to them. There is also a filter inside the page, making it easy to filter questions and answers.
In Knowledge Base Management > Settings > Basic Information, you can configure the available range of the knowledge base to be "visible only to internal" or "visible to internal/external". The difference is that "visible only to internal" cannot directly send answers to customers, while 'visible to external' can send the answers directly to the customers.
In Knowledge Base Management > Settings > Permission Settings, you can configure who can use and operate the knowledge base. After operator is authorized, he/she can add, delete, modify and check questions in the knowledge base.
During daily ticket processing, you can open the knowledge base and see all pre set questions and related answers.
You can also search for a question and answer based on keywords. Content can be copied, which reduces ticket response time.
# Bulk Operation
In the ticket list, you can perform bulk operation on tickets by selecting two or more tickets, to edit the category, priority, status, receiving agent group and receiving agent information of tickets in bulk, or to reply to, receive, follow or unfollow tickets in bulk.
# Bulk Ticket Import
In addition to creating tickets through various product line functions or Ticket Center, agents can also click [More] in the ticket list and select [Import Ticket] to create multiple tickets at one time through an execl file. You need to download the import template first, fill in the ticket content according to the template requirements, and then import the ticket.
# Batch Ticket Update
You can also batch edit the fields of existing tickets. The first step is to select the fields that need to be updated in the ticket, and the system will generate an import template based on the fields; the second step is to download the template, fill in the data according to the template format, and upload and update it.
# Export Ticket
If you need to view or process a ticket outside the agent system, you can export the ticket. Click [More] in the ticket list and select [Export Ticket] to export the selected tickets through an execl file. When exporting tickets, you can select tickets that have been created within 6 months at most each time.
# Export Attachment
When exporting tickets, the attachments added for creating tickets or replying to tickets cannot be exported together. You can use the Export Attachment function to export ticket attachments. Click [More] in the ticket list, and select [Export Attachment] to export the selected ticket attachments through a compressed file. When exporting ticket attachments, you can select the attachments of tickets that have been created within 6 months at most each time.
# Filter Creation or Editing & Filter Management
You can manage the ticket filter in the ticket list or create or edit your personal filter. For specific functions, please refer to the article: Ticket Filter Setting Guide
# Junk Ticket
——Learn how to mark and manage the junk ticket through this article.
# Role of Junk Ticket
「Junk Ticket」function can intercept tickets that meet the trigger conditions of junk tickets, thereby reducing the workload of agent in handling tickets.
# Preparations
● You can first summarize and sort out the scenarios and conditions for turning tickets into junk tickets.
# Configure Flow Trigger
# ● Add Flow Trigger
You can create new flow triggers in the【Ticket Flow Setting】. By setting trigger conditions and executing actions, when the conditions in the flow trigger are met, they will be classified as "Junk Tickets".
# Manage Junk Ticket
# ● View Junk Ticket
After the trigger is successfully created, if the ticket meets the trigger conditions, it will be included in the【Junk Ticket】. After the ticket is marked as a junk ticket through the trigger, it will be displayed here for 30 days, and will be permanently deleted thereafter.
# ● Filter Junk Ticket
Through the Ticket Center > Junk Ticket page, you can search for【Ticket Title】and【Creation Time】, and filter ticket categories, ticket templates, and creation channels to find the target junk ticket, thereby identifying whether the ticket has been mistakenly marked.
# ● Remove Junk Ticket
- 1.Restore the ticket to its normal state via【Remove】.
- 2.The removed ticket will be moved back to different places based on the status at the time of ticket creation.
# Overall Introduction to Ticket Statistics
——Offer real-time feedback on all ticket status of the enterprise and make statistics on the completion efficiency of ticket processing nodes, ticket categories, satisfaction and ticket processing efficiency of agent
# Role of Ticket Statistics
Ticket statistics is the analysis and statistics of the source, status, processing progress, processing efficiency and other dimensions of all tickets created by the enterprise. It reflects the business situation represented by enterprise tickets through data analysis of different reports and indicators, thus improving efficiency and service quality.
# Preparation
● Create, flow and process several tickets as calculation and statistical objects of ticket statistical tables.
● Create a ticket agent account and a ticket skill group. Multiple statistical tables can be grouped or queried for specific agent to make data statistics. Please set agent and group in advance to view the statistical results.
Related article: Agent and Group Guide
● Create a ticket processing timeliness SLA scheme. Ticket statistics records and counts the completion of ticket processing timeliness for each scheme. Please set the ticket processing timeliness SLA scheme in advance to view the statistical results.
Related article: Ticket Processing Timeliness SLA Guide
● Create custom fields, ticket categories, ticket templates, submission templates or other ticket related attribute contents to help you quickly filter and view statistical results.
# Main Functions of Ticket Statistics
Ticket statistics is the calculation and statistics of related indicators for different dimensions of tickets. Different indicators in the report reflect different information. You can view different reports according to the information you need.
# ● Overview
Overview is the real-time query and statistics of enterprise tickets, which mainly reflects the overall number of tickets created in a period of time, number and distribution of different statuses, and the resolution efficiency.
Related article: [Ticket Statistics Overview Guide](/pages/c11783/)
# ● Agent Workload
Agent workload is the statistics on multiple key nodes in the complete processing workflow of tickets by agents and nodes and helps you understand workload and work efficiency of agent in different periods.
Related article: Agent Workload Guide
# ● SLA Statistics
After the enterprise sets the ticket processing timeliness SLA, it can make statistics on the tickets meeting the SLA conditions and view the number and proportion of 1st response and FCR of tickets with different SLAs.
Related article: SLA Statistics Guide
# ● Category Statistics
Make statistics on the number of enterprise tickets created, number of tickets in the processing status, and the resolution rate through category, and support viewing the data by creation periods.
Related article: Category Statistics Guide
# ● Satisfaction Statistics
Tickets submitted by customers are evaluated after being resolved, and statistics can be made by agent, creation channel, and category dimensions to reflect the quality of agent processing tickets.
Related article: Satisfaction Statistics Guide
# Ticket Statistics Overview Guide
——Summarize the enterprise ticket data and compare and view the ticket processing status and efficiency.
# Role of Ticket Statistics Overview
Overview is the real-time query and statistics of enterprise tickets, which mainly reflects the overall number of tickets created in a period of time, number and distribution of different statuses, and the resolution efficiency. Through the overview report, you can learn about the tickets within the query range in real time, comparison of number of different statuses at the current time, the proportion of source channels, and 1st response and FCR time, and view the specific tickets according to different indicator data.
# Main Functions of Ticket Statistics Overview
# ● Data Filter Rules and Conditions
- Overview helps you view the current status and number distribution of tickets created by the enterprise in a period of time.
- Some indicators of the overview support drill-down. You can directly view the tickets included in this statistical data.
- The agent who can view the overview page can also view all data and tickets in the overview.
# ● Indicator Description
| Indicator Name | Indicator Definition |
|---|---|
| Created Tickets | The number of created tickets in the selected range |
| All Processed | The number of resolved or closed tickets created in the selected range, including trigger change status. |
| Agent Processed | The number of resolved or closed tickets created in the selected range, only including agent manual change. |
| All Closed | The number of closed tickets created in the selected range, including trigger change status. |
| Agent Closed | The number of closed tickets created in the selected range, only including agent manual change. |
| Unassigned | The number of tickets created in the selected range with no receiving agent and receiving agent group |
| Not Received | The number of not received tickets created in the selected range |
| Processing | The number of processing tickets created in the selected range |
| Waiting for Reply | The number of tickets created in the selected range waiting for reply |
| Assigned | The number of tickets created in the selected range with receiving agent and receiving agent group |
| Deleted | The number of deleted tickets created in the selected range |
| Unprocessed | Total number of tickets created in the selected range not received, processing and waiting for reply |
| Avg. 1st Response Time | Avg. 1st Response Time = Sum of 1st Response Time / Sum of 1st Response Tickets; 1st response ticket no. is no. of processed (replied or edited) tickets; Sum of 1st Response Time = Σ (1st Response Time - Creation Time). |
| Avg. Agent FCR Time | Avg. Agent FCR Time = Sum of FCR Time / No. of Resolved Tickets; No. of Resolved Tickets = Resolved or Closed Tickets Manually Selected by Agent; Sum of FCR Time= Σ (RCR Time - Creation Time). |
| Avg. FCR Time | Avg. FCR Time = Sum of FCR Time / No. of Resolved Tickets; Resolved Tickets = Resolved or Closed Tickets; Sum of FCR Time= Σ (RCR Time - Creation Time). |
| Trigger Auto-Handle | The number of resolved or closed tickets created in the selected range, only including trigger auto-change. |
| Trigger Auto-Close | The number of closed tickets created in the selected range, only including trigger auto-change. |
# Agent Workload Statistics Guide
——Record and count the workload and work efficiency of different agents in all ticket processing workflows by department and skill group dimensions
# Role of Agent Workload Statistics
Agent workload is the statistics on multiple key nodes in the complete processing workflow of tickets by agents and nodes and helps you understand workload and work efficiency of agent in different periods. Through the agent workload report, you can view and compare multiple indicators such as agent creating tickets, receiving tickets, assigning tickets, replying, and resolving tickets according to the query period, which can clearly reflect the workload and work efficiency of different agents in different periods.
# Main Functions of Agent Workload Statistics
# ● Data Filter Rules and Conditions
- Agent workload statistics helps you view the workload and work efficiency of all agents in the enterprise over a period of time.
- There are many statistical indicators and fields in the agent workload list. You can customize the header to display the data required.
- The agent who can view this page can also view all data of agent workload statistics.
# ● Indicator Description
| Indicator Name | Indicator Definition |
|---|---|
| Created Tickets | The number of tickets created by agents in the selected range |
| Reply Times | The number of times agent replies to tickets in the selected range |
| Ticket Remind Times | The number of times agent sends ticket reminders in the selected range |
| Current Unprocessed Tickets | The total number of tickets currently not received, processing, and waiting for reply |
| Involved Tickets | The number of tickets that the agent has replied to or edited within the selected range, excluding the currently received tickets whose status is not received, processing, resolved, waiting for reply, or closed. |
| Not Received | The number of tickets received by agent that are not received at the current moment. |
| Processing | The number of tickets received by agent that are processing at the current moment. |
| Waiting for Reply | The number of tickets received by agent that are waiting for reply at the current moment. |
| Processed Tickets | The number of tickets processed by agent within the selected range (changing the status of not received, processing and waiting for reply to resolved or closed) |
| Closed Tickets | The number of tickets closed by agent in the selected range |
| Activated Tickets | The number of tickets activated by agent in the selected range |
| AHT | Avg. of the difference between the last processing time and the ticket creation time of the ticket processed by agent in the selected range. |
| Avg. Close Time | Avg. of the difference between the last closing time and the ticket creation time of the ticket closed by agent in the selected range. |
| Manual Ticket Receiving Times | The number of times agent receives tickets manually in the selected range |
| Ticket Assigned Times | The number of times agent has been assigned with tickets in the selected range |
| Ticket Reminded Times | The number of times the ticket received by agent have been reminded in the selected range |
| Ticket Assign Times | The number of times agent changes the receiving agent of the ticket (including clearing receiving agent) within the selected range |
| Avg. Assign Time | Avg. of the difference between the assignment time and the last agent change time of the tickets assigned to the agent within the selected range |
| Activated Ticket Times | The number of times the ticket closed by agent has been reactivated within the selected range |
# SLA Statistics Guide
——Make statistics on service efficiency of tickets through different SLA conditions
# Role of SLA Statistics
After the enterprise sets the ticket processing timeliness SLA, it can make statistics on the tickets meeting the SLA conditions and view the number and proportion of 1st response and FCR of tickets with different SLAs. Through the SLA statistical report, you can view the number and proportion of 1st response and FCR qualification at the current time of tickets created in a certain period in according to different SLA schemes, and check the tickets under a certain indicator, thus improving the ticket processing efficiency.
# Main Functions of SLA Statistics
# ● Data Filter Rules and Conditions
- SLA statistics helps you view the number and proportion of the current 1st response and FCR qualification of the qualified tickets after the enterprise sets the SLA.
- After the SLA is disabled, tickets newly created will not be counted.
- The agent who can view this page can also view all data of SLA statistics.
# ● Indicator Description
| Indicator Name | Indicator Definition |
|---|---|
| Tickets | The number of newly created tickets meeting SLA conditions in the selected range |
| 1st Response Timeout | The number of new tickets within the selected range that meet the SLA conditions with its 1st response time exceeding the target time set by the SLA; 1st response time is the time when the ticket receiving agent or admin replies to the content of the ticket for the 1st time |
| 1st Response Qualification | The number of new tickets in the selected range that meet the SLA conditions with its 1st response time not exceeding the target time set by the SLA; 1st response time is the time when the ticket receiving agent or admin replies to the content of the ticket for the 1st time |
| 1st Response Timeout% | 1st Response Timeout/(1st Response Timeout + 1st Response Qualification) |
| Avg. 1st Response Time | Sum of 1st response time/1st response tickets for new tickets that meet SLA conditions in the selected range; 1st response time is the difference between 1st response time and the ticket creation time of new tickets that meet the SLA conditions within the query range; 1st response tickets refers to the number of new tickets within the query range meeting the SLA conditions and having completed the 1st response. |
| FCR Timeout | The number of new tickets within the selected range meeting the SLA conditions with its FCR time exceeding the target time set by the SLA; FCR time refers to the time when the ticket is resolved or closed for the 1st time. |
| FCR Qualification | The number of new tickets within the selected range meeting the SLA conditions with its FCR Time not exceeding the target time set by the SLA; FCR Time refers to the time when the ticket is resolved or closed for the 1st time. |
| FCR Timeout% | FCR Timeout/(FCR Timeout + FCR Qualification) |
| Avg. FCR Time | Sum of the FCR time / FCR tickets for new tickets that meet the SLA conditions in the selected range; FCR time is the difference between the FCR time and the ticket creation time of the tickets that meet the SLA conditions within the query range; FCR tickets refer to the number of new tickets within the query range that meet the SLA conditions and are set to the resolved or closed status for the 1st time. |
# Category Statistics Guide
——Make statistics on the number and current status of tickets in terms of ticket category dimension and reflect the ticket resolution rate under different categories.
# Role of Category Statistics
Make statistics on the number of enterprise tickets created, number of tickets in the processing status, and the resolution rate through category, and support viewing the data by creation periods. Through the category statistical report, you can view the category statistics of these tickets at the current time according to the creation time of the tickets, view the number of status, resolution rate and closing rate of the tickets under a certain category, and eliminate the impact of the currently deleted ticket categories by hiding the deleted categories.
# Main Functions of Category Statistics
# ● Data Filter Rules and Conditions
- Category statistics allows you to view the current status distribution of tickets under all categories of the enterprise. 2. Select 【Hide Deleted Category】 to hide the deleted ticket category and its data. 3. The indicator statistics number of the parent node of category statistics is the sum of the statistics number of all sub-level category indicators. 4. The agent who can view this page can also view all data of category statistics.
# ● Indicator Description
| Indicator Name | Indicator Definition |
|---|---|
| Created Tickets | Tickets of this category created in the selected range |
| Resolved | Resolved tickets of this category created in the selected range. |
| Ticket Resolution % | Resolved/created tickets of this category created in the selected range. |
| Closed | Closed tickets of this category created in the selected range. |
| Ticket Closing % | Closed/created tickets of this category created in the selected range. |
| Not Received | Not received tickets of this category created in the selected range. |
| Processing | Processing tickets of this category created in the selected range. |
| Waiting for Reply | Tickets waiting for reply of this category created in the selected range. |
# Satisfaction Statistics Guide
——Resolve the tickets submitted by customers, invite customers to evaluate the tickets, and count the score distribution by agent.
# Role of Agent Workload Statistics
Tickets submitted by customers are evaluated after being resolved, and statistics can be made by agent, creation channel, and category dimensions to reflect the quality of agent processing tickets. Through the satisfaction statistical report, you can count and view the number of invited evaluations, number of different scores, and score distribution trend of tickets within the query range.
# Main Functions of Satisfaction Statistics
# ● Data Filter Rules and Conditions
- Only when customers submit tickets through the ticket plug-in or emails, evaluation invitations can be sent and included in the satisfaction statistics. 2. In terms of the satisfaction evaluation, 5 stars stand for a positive feedback,4 and 3 stars a neutral feedback, and 2 stars and 1 star a negative feedback. 3. The agent who can view this page can also view all data of satisfaction statistics.
# ● Indicator Description
| Indicator Name | Indicator Definition |
|---|---|
| Evaluation Invitations | No. of tickets with Ticket Satisfaction Evaluation sent |
| Feedback | No. of tickets with customers participating in the ticket satisfaction evaluation |
| Feedback % | No. of tickets with customers participating in the ticket satisfaction evaluation / No. of tickets with invited satisfaction evaluation |
| Pos. Feedback/5 Stars | No. of 5-star tickets |
| Pos. Feedback% | No. of 5-star tickets / No. of tickets with customer satisfaction evaluation |
| Neu. Feedback | Sum of 3-star and 4-star tickets |
| Neu. Feedback % | Sum of 3-star and 4-star tickets / No. of tickets with customer satisfaction evaluation |
| 4 Stars | No. of 4-star tickets |
| 3 Stars | No. of 3-star tickets |
| Neg. Feedback | Sum of 1-star and 2-star tickets |
| Neg. Feedback % | Sum of 1-star and 2-star tickets / No. of tickets with customer satisfaction evaluation |
| 2 Stars | No. of 2-star tickets |
| 1 Stars | No. of 1-star tickets |