Zero to Hero: Tickets

When we last left off, we covered chat routing with queues. In today's installment, we'll cover our first asynchronous module — Tickets.

Not every question can be answered in a live chat. Sometimes an issue needs research, follow-up, or collaboration between multiple staff members.

Tickets helps keep those conversations from falling through the cracks. Even a simple ticket workflow can make a huge difference. Many organizations start small and expand their process over time.

Whether a request comes in through email, a web form, or directly from staff, it can be tracked from start to finish in one place. You can assign work, monitor progress, and make sure nothing gets lost in someone's inbox.

Pro tip! Before you dive in, make sure "Tickets" is selected as your queue's preferred asynchronous contact module. We covered this in the last installment.

Ready to see Tickets in action? We'll keep this first look simple.

Visit the Tickets page ( US, CA, EU, SG ).

You can view "Open Tickets at a Glance" or get all the details in "View Tickets". Use the "New Ticket" button to create your first ticket. This is the primary way that staff create tickets.

Guests create tickets by using a web form or sending an email to the queue's email address. Our web form builder provides embed code that you can place on your website so that guest's can use your form. (Review Zero to Hero #2 for a refresher on tips for including embed code on your website.)

You can keep up to date on all the latest ticket activity through email notifications. Notification content, triggers, and recipients (staff Vs. guests) are all set up in the notification templates.

Pro tip! Don't feel like you need to configure every option today. Most customers start with a basic form and refine things as they learn what works best for their team.

In the next installment of this series, we'll talk about another asynchronous module, 3mail, a shared mailbox email service.