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Give your Flows a Human Touch with Tickets
Escalate contacts from automated flows to human agents. Assign, respond to & close tickets- all without ever leaving your workspace.

If you're looking to enhance your customer support game, you've come to the right place. Today, we're diving into the world of TextIt's Ticketing Service – a game-changer that allows you to seamlessly transition from automated flows to human agents, all within the comfort of your workspace.

Getting Started

🙋‍♂️ Adding Agents: Your Ticket to Success. Let's kick things off by getting your team on board. Head to the settings icon at the bottom left, then click on "Users." Here, you can invite agents by entering their email addresses, assigning the role of "agent" from the dropdown menu, and hitting 'Save changes.' Voila, you've just expanded your ticket-handling squad!

🚀 Opening a Ticket in Style. Tickets can be initiated at any point in your flow. Simply use the 'open a ticket with a human agent' action from the dropdown menu. Choose a topic or category, assign an agent, and include any relevant information using @results Need a new category? No worries – type the name, and it magically appears.

Managing your Tickets

📑 Viewing and Handling Tickets: The Organizer's Dream. To keep everything in check, head to the Tickets tab in your workspace. The 'all' folder houses every ticket, while the 'unassigned' folder is your go-to for tickets awaiting assignment. Toggle between open and closed tickets with ease, filtering by category or topic.

🎬 Opening and Closing Tickets: The Final Act. Once a ticket is resolved, mark it as such by clicking the checkmark at the top right. If you ever need to revisit a closed ticket, no problem – there's a handy 'reopen' button waiting for you.

💡 Contact Details: Knowledge is Power. For more information about a contact, click on the 'fields' tab next to the 'chat' tab. Featured fields are at the top, but if you want the full picture, check the 'Show All' box.

🤝 Assigning Tickets to Teammates: Teamwork Makes the Dream Work. Assigning tickets is a breeze. Head to the Tickets tab, select an unassigned ticket, and click 'Assign.' Teammates can effortlessly claim their tasks and get to work.

Keep the Conversation Going

🔄 Starting a Flow After Closure: Don't leave your contacts hanging! After resolving a ticket, initiate a follow-up flow. Go to the "Triggers" tab, click 'New Trigger,' and choose 'start a flow after a ticket is closed'.

💪 Open Tickets Smart Group: Stay Proactive. Curious about unresolved tickets? Dive into TextIt's 'Open Tickets' Smart Group feature. It's your shortcut to staying on top of pending issues.

And there you have it – a crash course in elevating your customer support game with TextIt's Ticketing Service. Say goodbye to scattered processes and hello to a more streamlined and efficient workflow! 🌐✨

If you have any questions or just want to run some ideas by the team, we are always happy to help.