Ticketing Menu

The Ticketing Menu has several tabs, each of which has its own function. Starting from Ticket Messages, Category, and also SLA.

On the Ticket Messages tab, you can create multiple tickets in a chat, which will later compile customer complaints and input. You also get additional rules such as Inbound Messages as Tickets and Ticket Rules. These two other rules have several options to make it easier for agents to manage their respective tickets.

For example, Inbound Messages as Tickets can be turned on or off. When this feature is activated, multiple tickets will be automatically generated.

As for Ticket Rules, this is like adding an additional option. When this feature is activated, available tickets will automatically close within 24 hours.

Next, there is the Category tab, which functions to categorize chat tickets that you have created.

Finally, there is also an SLA page, which serves to provide several lists of written records made by service providers with customers.

In Category, there is a Cascading Category in Create Ticket, which functions to bring up sub-categories. Up to three levels can be raised from each of the categories that have been created.

To create a Cascading Category, go to the Settings page, then to the Category tab, and Create Category. In the Create Category tab, fill in the Category, Department, and Set Priority fields.

After filling in the fields, a Show Section tab will appear, which functions to add your Cascading Category. In the Show Section, you can customize two things: Add Dropdown and Add Single Line.

Add Dropdown functions to add a large number of sub-categories. You can add as many dropdowns as you need.

Add Single Line functions to add a unit sub-category with two Input Type choices: String & Numeric. String functions to add input in the form of text, and Numeric functions to add input in the form of numbers.