Ticketing Enhancements

Release date: 8 December 2022

Several enhancements were made to the way ticketing works in Chat Desk to improve the performance of the tool itself, but also to assist Agents and Supervisors to better manage and respond to tickets. The following changes were made:

• Removal of automatic ticket assignments - All tickets must now be manually assigned to agents by a Supervisor.

• Unassigned tickets queue - Agents can now view a list of all unassigned tickets, with the most recent at the top, and assign tickets to themselves from this list.

• Assigned tickets queue - Agents can view and respond to all the tickets assigned to them from the Assigned queue. Agents can only view the tickets assigned to them, and there is no limit to the number of tickets that can be assigned to an agent.

• Tickets no longer expire, they are just archived after 90 days.

• Closing tickets - Agents can now close any assigned tickets. Supervisors can close any assigned or unassigned tickets.

• Quick accept - Agents can use the new "Quick accept" buttons to quickly accept 3, 5, or 10 tickets (or a custom number), with the oldest tickets assigned first.

• Outside of business hours - When a ticket is created outside of office hours, an autoresponder (configurable) is sent to inform the user that they can leave multiple messages for an agent in the ticket. This new auto-responder message is sent after the existing out-of-support hours autoresponder.

• User-initiated chat session after ticket creation - When a user with an open ticket initiates a new chat with an agent, the user’s existing ticket is closed automatically. When a user with an open ticket tries to reach an agent but is again unable to initiate a chat, the new chat message is merged with the existing ticket when it is time to convert that chat to a ticket.

• Other changes

  • The "All Tickets" queue was removed from the Supervisor Desk.

  • Agents are now notified when a supervisor assigns a new ticket to them via an in-app notification.

  • Agents can no longer transfer tickets to other agents. This can now only be done by supervisors.

  • Supervisors can reassign (i.e., transfer) assigned tickets to other agents via the "Reassign" button.

  • "Filter by Sentiments" is no longer available in the Closed tickets section of the Agent Desk.

  • Tickets can now only be sorted by the Created Date, Ticket Assigned, or Closed Date timestamps.