A ticket is a record of a customer issue or request. Ticket List and Ticketing are components of the Ticket feature that display a table of tickets and enable you to create, modify, and track tickets, regardless of the communication channel from which the tickets originate. You can create a ticket any time, including when interacting with a customer.

Depending on the configuration of the Ticket List and Ticketing components, you can:

  • Update multiple tickets together.
  • Delete, export, and import tickets.
  • Play an audio recording.
  • Call a function through a function button. For example, you can create, update, or delete a ticket in an external application, such as Salesforce, or return data from an external application and display that data in a field on the SmartReach platform.

Based on the web widget configuration, a ticket can be created automatically when a customer using the web widget submits a ticket. 
In addition to the listed options, you can Manually Link Interactions to Contacts or Tickets and Create Manual Alerts.

The Ticketing component additionally enables you to:

  • View the Ticket Dashboard. For more information, see Tickets Dashboard.

  • View, create, modify, delete, export, and import accounts, and view the Account Dashboard through the Accounts tab. For more information, see Account List.

  • View, create, modify, and delete contacts through the Contacts tab. For more information, see Contact List.
     

You can use ticket filters to sort and search the tickets. The managers create the filters. To use the filters, click the filter list and select the required filter to search the ticket. 
 

To create a ticket:

  1. In the Ticket List section, click .

  2. The New Ticket window appears.

    If the Select Form window appears instead of the New Ticket window, select the web form that is applicable to the ticket you want to create.

    The New Ticket window appears.

  3. Specify values in the fields.

    • For information about the Ticket fields, see Ticket Fields.
    • You can link an existing account and contact for the ticket by clicking the search icon in the ACCOUNT and CONTACT fields.
    • You can create an account and a contact for the ticket by clicking the plus icon in the ACCOUNT and CONTACT fields.
    • For information about the Account and Contact fields, see Account Fields and Contact Fields, respectively.

  4. Click Create.
    A message stating the ticket has been created and the new ticket details are displayed.

To access a Ticket from the table in the Ticket List or Ticketing section, double-click the row displaying the Ticket. The ticket is opened with the Details, Interactions, Links, Attachments, Comments, Tasks, and History tabs. 

When you open a ticket, you can perform the following tasks for a ticket:

  1. New Ticket: Create a new ticket. Click the New Ticket  icon. For more details, see Creating a Ticket.
  2. Create Alert: Create an alert.
    1. Click the Create Alert  icon.
      The Create Alert popup appears.


    2. Specify the values, as required.

      The following are the field descriptions in the Create Alert window:

      FieldDescriptions
      EmailThe alerts are sent using email. Click Email to enable this option.
      SMSThe alerts are sent using SMS. Click SMS to enable this option.
      Work QueueThe alerts are sent using the Work Queue window. Click Work Queue to enable this option.
      RECIPENTS 

      Select the recipients for whom you want the alert to be triggered.

      ALERT SUBJECT LINE

      Specify the subject for the alert.

      MESSAGE

      Specify the required alert.

      Attach Files

      Attach the file to alert.

      PRIORITY

      Set the required priority for the alert:

      • High
      • Medium
      • Low
      • Critical
      DAYS TO COMPLETE

      An alert is triggered after completing the set number of days.

      Allow replies

      When you enable this option, the recipient can respond to the alert.

    3. Click Send and Save.
      The alert is saved to the ticket.
  3. Follow: The agent/user receives notifications for all updates by following a ticket. You can follow or unfollow a ticket; to follow a ticket, click the  icon. 
  4. Workflow: You can modify the workflow status of the ticket. Click the Workflow  icon. The following are the workflow states:
    • Cancelled
    • Closed
    • Duplicate
    • Escalate
    • In-Progress
    • On-Hold
    • Open
    • Pending Customer
    • Review
  5. Refresh: Refreshes the ticket screen. If you want to refresh a ticket to see if there are any new updates, click the Refresh  icon.

The Interactions tab of a ticket displays the interactions associated with all the contacts linked to the ticket. By default, only the interactions that are connected to an agent appear. Disable the Exclude Non Agent checkbox on the Interactions tab to view the interactions not connected to an agent.

You can create an account, contact, task, or sub-ticket. Access the ticket and click the corresponding option on the New menu.

The task you create for a ticket appears on the Tasks tab of the ticket.

To link a ticket to another ticket or URL, navigate to the Links tab and click the link icon. The link menu displays, click the corresponding option.

To assign a Ticket to yourself, access the ticket and click the Assign to Me icon. 

To add a comment to a ticket:

  1. Access the ticket.
  2. Navigate to Comments tab.
  3. Click the add comment icon.
    The Create Comment window appears.

  4. Enter your comment.

    • To modify the appearance of your comment, use the formatting options (bold, italic, underline, numbered list, and bulleted list).
    • To add a web address in the comment, click the link icon, and then enter the address.
    • To tag an agent or a supervisor in the comment, click the Mention icon , and then select the required user or enter the user's first or last name. Tagged users are notified of the comment by email. In addition, depending on the ticket configuration, tagged users are added as followers of the ticket and are notified of any further changes to the ticket by email.
    • To allow the customer to view the comment, select the View Public option in the Off state.
  5. Click Create.
    The comment is created, and it appears in the Comments tab of the ticket.


  • To modify a comment, on the Comments tab, click the Edit icon next to the comment.
  • To delete a comment, on the Comments tab, click the Delete icon next to the comment.

If you want to be notified of any change to a ticket by email, you can follow a ticket. To follow a ticket, access the ticket, and then click Follow icon. To stop following the ticket, click Unfollow.

The Follow or Unfollow menu contains the names of all the followers of the ticket. These followers include those who have manually clicked Follow; those who are tagged in the Description field; those who are tagged in the comments on the Comments tab; and those whom your manager has added as Label Followers (that is, users who are automatically added as followers if the ticket has a specific label).