Introduction

In modern customer support platforms, efficient ticket management is crucial for delivering timely and effective assistance.

This transcript provides a detailed walkthrough of how to create, update, and manage tickets within a live chat environment, emphasizing practical steps, features, and best practices.

Whether you're a support agent or an administrator, understanding these processes ensures seamless handling of user issues, improves collaboration, and enhances overall customer satisfaction.

How to Add and Manage Tickets in a Live Chat System

Setting Up the Environment

Before diving into ticket creation, the system requires:

• Lists and Fields Configuration: Establishing lists for tickets, setting up relevant fields such as issue description, priority, and status.

• Views and Filters: Creating views to monitor tickets based on status, priority, or other criteria.

• User Interface Elements: Incorporating icons and buttons for quick access, such as a form icon in the top right corner of the live chat interface.

Creating a Ticket During Live Chat

One of the most straightforward methods to add a ticket is directly during a live chat session:

• Accessing Ticket Creation:

  • From the chat window, locate the ticket icon (a form icon) in the top right.

  • Hover over the icon to reveal options.

  • Click on "Create New Ticket".

• Filling in Ticket Details:

  • Issue Description: Clearly specify the problem, e.g., "User cannot access platform; sees blank screen."

  • Priority: Default is low, but can be adjusted (e.g., medium, high).

  • Status: Defaults to new, but can be changed later.

  • Assigning the Ticket:

    • Choose an agent or support team member responsible for resolving the issue.

    • For example, assign to yourself or another agent.

• Saving the Ticket:

  • After inputting details, click "Save".

  • The system updates the ticket list, often indicated by a badge or icon showing the number of open tickets for that user.

Managing Tickets Post-Creation

Once a ticket is created, support agents can:

• Update Status:

  • Change from new to in progress, resolved, or other custom statuses.

  • Example: When an agent begins working on the issue, set status to in progress.

  • Save changes to reflect real-time updates.

• Add Comments and Collaborate:

  • Use the comment section to:

    • Provide updates.

    • Share additional information.

    • Upload relevant files (e.g., invoices, screenshots).

  • Comments are timestamped and can include file attachments for comprehensive communication.

• Track Changes and History:

  • Hover over comments or updates to view timestamps.

  • Maintain a clear history of actions taken on each ticket.

Example Workflow

Visual Overview of Ticket Management

• Ticket List View:

  • Displays all tickets associated with a user.

  • Shows key info: priority, status, last updated.

  • Supports filtering by status or priority.

• Ticket Details View:

  • Offers a detailed look at individual tickets.

  • Allows editing status, adding comments, and uploading files.

Monitoring and Reporting

• Dashboard Charts:

  • Visualize ticket progression over time.

  • Use pie charts or bar graphs to display:

    • Number of tickets by status (e.g., open, in progress, resolved).

    • Distribution by priority.

  • Example: A chart showing today's resolved tickets in green, pending in red.

• Real-Time Updates:

  • The system automatically updates views as tickets change.

  • Supports manual refresh to check for new tickets or updates.

Summary

In conclusion, ticket management within a live chat environment offers a structured, collaborative approach to resolving user issues efficiently.

By leveraging features such as ticket creation during chats, status updates, comments with file uploads, and visual reporting, support teams can streamline workflows, reduce response times, and improve customer satisfaction.

Mastering these tools ensures that every user concern is tracked, addressed, and resolved systematically, fostering trust and reliability in your support system.

Summary Table: Key Features and Actions

Final Tips for Effective Ticket Management

• Consistently update ticket statuses to reflect current progress.

• Use comments and file uploads to keep all relevant information in one place.

• Assign tickets appropriately to ensure accountability.

• Regularly review dashboards to identify bottlenecks or recurring issues.

• Automate notifications for status changes or comments to keep stakeholders informed.