Inbox Management for Support Ticket
Written by B3Networks Academy
Updated at November 19th, 2024
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Table of Contents
Create New Inbox for Support Ticket
- Phone system > System > Omnichannel > Inbox
- Create
- Fill in the fields
- Type = Support ticket
- Name
- Assignment mode = Manual
- Reassignment timing
- Agents
- Create
After the inbox is created, it can be edited or deleted.
Set up Chat Inactivity Action
Auto-end assigned ticket after a period of inactivity (Days):
Owner/Admins can set up auto-end assigned ticket after a period of inactivity.
- Support Tickets: Configurable from 1 to 365 days.
Auto-end waiting ticket after a period of inactivity (Days):
Owner/Admins can also configure auto-end waiting ticket after a period of inactivity.
- Support Tickets: Configurable from 1 to 180 days.
Create a new form
- Phone system > System > Omnichannel > Form Template
- Create
- Fill in the fields
- Input Template name
- Type = Inbox or Inbox SLA
- Publish
After the form is published, it cannot be edited anymore.
Create support ticket channel
- Choose the channel type = Support ticket
- Input channel name
- Configure working hours:
- Public holiday
- Custom holiday
- Working hours
- Choose an inbox to route the ticket to that inbox during working hours.
- The form and its fields will be shown.
- Toggle the eye icon to show it on the form for customer to submit.
- Choose an inbox to route the ticket to during non-working hours.
- Select an inbox to route the ticket to on public holidays.
- Save to finish