Exercise 1: Action a Ticket
1. Let’s learn how to action a ticket within the platform. From the navigation bar on the left, click Actions.
2. Filter the tickets under Queues and click the box for Customer Care.
3. Click Apply.
4. Click the ticket to open it up for more details.
5. Click Open under the right-side panel to change the status of the ticket.
6. Click In Progress.
7. Under the ticket, click Respond to this survey.
8. Use the macros under Select Introduction to access pre-written prompts and assist in your response.
9. Under Select Signature, choose a fitting option to finish out your response.
10. Click Respond.
11. Click Respond.
12. When ready to close the ticket, click Close.
13. Click Explain & Close
14. Add additional comments to the ticket as applicable.
15. Click the ticket’s close date.
16. Click Close
17. That’s it! You have successfully actioned and closed a ticket, allowing you to move on to the next. Head back to the webinar for more insights!
Here’s an interactive tutorial** Best experienced in Full Screen (click the icon in the top right corner before you begin) **
Exercise 2: Set Up Ticket Automation
1. Now let’s take a look at how to set automation and create tickets. Click the Settings icon in the top right corner of the platform.
2. Click Automation.
3. Click Create Rule.
4. Under Trigger, click the dropdown arrow to indicate which customer engagement will trigger the ticket’s creation.
5. Click Survey.
6. Click BDP CSAT Survey for customer responses to this specific survey only.
7. Click into Rule Name and type Below 3 Stars to label the rule.
8. Now let’s add criteria to automate ticket creation. Click Add Filter.
9. Under Select, click Location.
10. Click is equal to.
11. Scroll down and click BDP – Uptown. Now the tickets created under this rule will be from customers of the BDP – Uptown location.
12. Click And to add another criteria.
13. We set up the next piece of criteria to address customers who rated their visit 3 stars or less.
14. Now we want to set up the action. Click Add.
15. Click Create Ticket.
16. Add additional filters to the action in order to sort tickets in the queue later on, send the ticket to a specific user, set the SLA, etc.
17. Click Save.
18. That’s it! You have successfully set up automated ticketing logic. Return to the webinar for more insights on the Actions tool.