Daily work
Tickets
Follow every request that needs a person: who has it, what state it is in and what was said.
A ticket is a request that needs a person. Chatty opens one when it hands a conversation over, and you can add your own. Tickets from every channel are in one place.
Board or list
Switch between a board, with a column for each status, and a list. The board is good for seeing what is stuck. The list is good for searching. You can filter by channel, status and priority, or search by number, title or person. Tickets load a hundred at a time, newest first: when there are more, the foot says "Showing 100 of 340" and Load more adds the next hundred.
Open a ticket
Click a ticket to open it on the right. You will see:
- who asked, how to reach them and the page they were on;
- Chatty's summary, a short version of a long conversation. Click Write a summary or Write it again to refresh it;
- the conversation as the customer saw it, with a link to open it in the Inbox;
- Activity: everything that happened, with the time.
Work a ticket
- Status: move it along as you go: New, Open, Waiting, Resolved or Closed. Use Waiting when you are waiting for the customer.
- Assigned to: pick a person, or a team if you have made groups under Team.
- Priority: Low, Normal, High or Urgent.
- Reply: write in the box at the bottom and choose who it is for: a team note that only your colleagues see, a reply in chat, or a reply by email. Email needs the customer's address.
If an email could not be sent, the ticket says so, and Send again tries it once more. It never sends twice.
Make a ticket yourself
Click New ticket, give it a title, and add who asked and their email if you know them. A request that did not come through a chat, such as a phone call, can be tracked this way too.
Who can use it
Owners, admins and responders. Ask an owner or admin under Team if you cannot see the Tickets menu.