{"id":518,"date":"2026-05-07T10:23:12","date_gmt":"2026-05-07T10:23:12","guid":{"rendered":"https:\/\/qa-knowledge.ebanqo.io\/?p=518"},"modified":"2026-05-07T10:24:58","modified_gmt":"2026-05-07T10:24:58","slug":"ticketing-2","status":"publish","type":"post","link":"https:\/\/qa-knowledge.ebanqo.io\/?p=518","title":{"rendered":"Ticketing"},"content":{"rendered":"\n

Hello and welcome to our Help Center! This manual will guide you through the essentials of using our ticketing system, ensuring you can manage and resolve issues effectively.<\/p>\n\n\n\n

\u00a01. Introduction to the Ticketing System<\/strong><\/p>\n\n\n\n

Our ticketing system is specifically designed to streamline the process of handling customer support inquiries, ensuring that all issues are logged, tracked, managed, and resolved efficiently. Each customer issue is logged as a “ticket,” which can be monitored and updated until it is resolved<\/p>\n\n\n\n

2. How to Create a Ticket<\/strong><\/p>\n\n\n\n

Creating a Ticket<\/h3>\n\n\n\n

There are four ways tickets are created on the platform:<\/p>\n\n\n\n

Bot Interaction:<\/strong> When a customer interacts with your chatbot and the conversation ends (regardless of whether the bot resolves the issue), a new ticket with a “Bot Served” tag is created.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Offline Messages:<\/strong> A ticket is automatically generated if a customer leaves a message outside your business working hours or when there’s a high queue volume.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Live Agent Chats:<\/strong> A ticket is created when a customer interacts with a live agent. The status can be updated throughout the chat.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Manual Ticket Creation:<\/strong> You can manually create a ticket by clicking the “Create Ticket” button in the top right corner of the page.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Creating a ticket is the first step in addressing a customer issue. Here\u2019s how to do it:<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

3. Managing Tickets<\/strong><\/h3>\n\n\n\n

Once a ticket is created, it needs to be managed and tracked through to resolution. Here are the steps to manage your tickets:<\/p>\n\n\n\n

a. View Tickets:<\/p>\n\n\n\n

    \n
  • Navigate to the “My Tickets” section to view all your open and resolved tickets.<\/li>\n<\/ul>\n\n\n\n
    \"\"<\/figure>\n\n\n\n
      \n
    • View Ticket Info<\/li>\n<\/ul>\n\n\n\n
      \"\"<\/figure>\n\n\n\n
      \"\"<\/figure>\n\n\n\n
        \n
      • View contact details<\/li>\n<\/ul>\n\n\n\n
        \"\"<\/figure>\n\n\n\n
          \n
        • View message<\/li>\n<\/ul>\n\n\n\n
          \"\"<\/figure>\n\n\n\n
            \n
          • Send Broadcast Message<\/li>\n<\/ul>\n\n\n\n
            \"\"<\/figure>\n\n\n\n

            b. View Notes:\u00a0<\/p>\n\n\n\n

              \n
            • Click on the ticket you want to view.<\/li>\n\n\n\n
            • Add new information by clicking “Add Note”<\/li>\n<\/ul>\n\n\n\n
              \"\"<\/figure>\n\n\n\n
              \"\"<\/figure>\n\n\n\n
                \n
              • Click “Create” to save your changes.<\/li>\n<\/ul>\n\n\n\n
                \"\"<\/figure>\n\n\n\n

                C. Export Tickets:\u00a0 \u00a0<\/p>\n\n\n\n

                \"\"<\/figure>\n\n\n\n

                4. Ticket Statuses Explained<\/strong><\/h3>\n\n\n\n

                Each ticket has a status that indicates its current stage in the resolution process:<\/p>\n\n\n\n

                  \n
                • New <\/strong>\u2013 Customer starts a chat with the bot<\/li>\n<\/ul>\n\n\n\n
                    \n
                  • Bot Served <\/strong>\u2013 Customer starts a chat with the bot and doesn\u2019t join the queue by the time the session ends<\/li>\n<\/ul>\n\n\n\n
                    \"\"<\/figure>\n\n\n\n
                      \n
                    • Pending<\/strong> \u2013 Customer joins the queue;<\/li>\n<\/ul>\n\n\n\n
                      \"\"<\/figure>\n\n\n\n

                      \u2022 Unread<\/strong>\u00a0 – Customer leaves a message out of your work hours<\/p>\n\n\n\n

                      \"\"<\/figure>\n\n\n\n

                      \u2022 Open<\/strong> \u2013 Agent starts chatting with a customer<\/p>\n\n\n\n

                      \"\"<\/figure>\n\n\n\n

                      \u2022 Unresolved<\/strong> \u2013 Chat session ends with \u2018Will be contacted upon resolution\u2019, \u2018No response from customer\u2019, or ‘Others\u2019; System auto-ends a chat because of no response from either party<\/p>\n\n\n\n

                      \"\"<\/figure>\n\n\n\n

                      \u2022 Resolved<\/strong> \u2013 Chat session ends with \u2018Customer Issue was resolved\u2019 or \u2018Time Waster\u2019<\/p>\n\n\n\n

                      \"\"<\/figure>\n\n\n\n

                      5. Best Practices for Using the Ticketing System<\/strong><\/h3>\n\n\n\n
                        \n
                      • Provide Detailed Descriptions: The more details you provide, the easier it is for support to understand and resolve the issue.<\/li>\n\n\n\n
                      • Attach Relevant Files: Screenshots, logs, or documents can help expedite the resolution process.<\/li>\n\n\n\n
                      • Set Appropriate Priorities: Use the priority settings to indicate the status\/urgency of the issue.<\/li>\n\n\n\n
                      • Communicate Promptly: Respond quickly to requests for additional information to avoid delays.<\/li>\n<\/ul>\n\n\n\n

                        Our ticketing system is here to ensure your issues are resolved efficiently and effectively. If you have any further questions or need additional assistance, please do not hesitate to reach out to our support team.<\/p>\n","protected":false},"excerpt":{"rendered":"

                        Hello and welcome to our Help Center! This manual will guide you through the essentials of using our ticketing system, ensuring you can manage and resolve issues effectively. \u00a01. Introduction to the Ticketing System Our ticketing system is specifically designed to streamline the process of handling customer support inquiries, ensuring that all issues are logged, […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-518","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"acf":[],"yoast_head":"\nTicketing - Help center<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/qa-knowledge.ebanqo.io\/?p=518\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ticketing - Help center\" \/>\n<meta property=\"og:description\" content=\"Hello and welcome to our Help Center! 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