Managing a Ticket

Where to focus while working on a ticket?

Ticket Status

• Any newly created ticket will be submitted as an Open ticket.
• Tickets that your agents have started working on, needs to changed status to In progress.
• Tickets that are resolved, agents needs to inform the customer that the issue is resolved and mark the ticket as Solved.
• Open, Pending, and Solved tickets are interchangeable anytime.
• Marking a ticket as spam is possible anytime as well.

Choose your Audience

You can send your email as public or reply in private. A public reply will send the reply to all members in To and Cc, whereas private note is for internal communication to guide your agents. Private replies will not be sent over email.

Public Reply

A public reply will send the reply to all members in To and Cc where your customers and external stakeholders will get email from you.

Private Note

A private note is for internal communication to guide your agents. Private replies will not be sent over email.

Use of the Rich Editor

The new rich editor in REVE Chat Tickets has features to format texts in Bold/Italic/Underline, embed links, supporting numbered/bullet points etc.

From the editor you can add attachments (max 10MB), search and add emojis in your reply. Also, you can give quick replies added in your canned response

Info Panel on Right

Overview

The overview tab gives ticket’s overview, allows to add tags and add/update assignee.

Profile

The profile tab shows some insight of the customer who raised the ticket or for whom the ticket was created.

Notes

While working on any ticket’s you can add notes under the ‘Notes’ tab, these will be visible to any person in the system to learn some insight and not visible to customer. You can add multiple notes, update / delete previous notes.