Create a Support Ticket

Updated at November 13th, 2024

+ More

Table of Contents

Omni-Channel Configuration for Support Ticket Prerequisites Configuration Manage my Work Manage the tickets in Inbox Handle a ticket Notification

Omni-Channel Configuration for Support Ticket

License
- Base: Phone System
- Addon: Contact Center + Support center + Team chat
Role

Owner + Admin: Supervisor

Supervisors must be assigned a Contact Center + Team chat addon license to access

Member: Agent

Agents must be assigned Contact Center + WhatsApp + Team chat addon license to handle Omni-channel Support Center transactions.

Step 1: Choose an org to submit the ticket to
- My organization: the ticket is submitted internally
- B3networks Pte Ltd: the ticket is submitted to B3networks
  - The staff in B3networks would handle and assist

Step 2: Fill in the form
- Input ticket title, description
- Select the channel
  - shared channel from B3networks: Support Center Inbox
- Priority
- Affected organization
- Products
- Bug report
- Due date (optional)

My work section includes the ticket
- Created by the current user (me)
- Assigned to me
- Mention me
- Watched by me
Default filter = Assigned
- The agent can switch the filter to fulfill their job
User can search for the txn by
- txn UUID
- ticket number
- org UUID
- title

View
- Supervisor: all inboxes in the organization
- Agent: the inboxes that the agents are assigned to
The transactions are filtered by channel type > Support ticket

nameless piece unnamed content