Ticket Inbox
From the ticket inbox, you can view and search tickets by status, brands, and channels.
Search Function
You can search and filter tickets in Ticket Inbox on various options.
Search filters
- Search: by ticket number
- Ticket Status: by ticket status
- Channel: by channel of the ticket
- Agent: by the agent/s that served the ticket
- Category: by category the ticket was assigned to
- Creation date: by the date ticket was created by end-user or agent
- Solved-date: by the date the ticket was moved to “solved”-status.
Re-opening a ticket
You can continue a conversation within the same ticket ID if the ticket status is "Unattended", "Ongoing", "Solved", “On-Hold” or "Pending".
However, tickets with the "Closed" status cannot be reopened. In this case, a new ticket must be created in the Agent Workplace.
To continue a conversation in an eligible ticket:
- Locate the ticket you want to interact with in Ticket Inbox.
- Click on "Actions" next to the ticket.
- Select "Join ticket" to resume the conversation.
Pushing AI Agent out of an Ongoing or On-Hold Ticket
AI Agent gets pushed out of a ticket, when a human agent joins the ongoing or on-hold ticket from the Ticket Inbox.
Ticket Statuses
Ticket statuses indicate the status of the ticket. The ticket will act regarding its status in the system.
| Status Type | Status Colour | Explanation |
| Unattended | 🟥 Red | Ticket that has not been answered in the queue. |
| Ongoing | 🟩 Green | Ticket that has been answered by agent, ongoing conversation with a human or AI Agent. |
| Solved | 🟦 Blue | Ticket has been moved to “solved” status manually. Will move to “closed” automatically after 96 hours, if there is no answer from the end-user. |
| On-Hold | 🟧 Orange | End-user has been sent a message, that they have not responded yet. Will move to “closed” automatically after 96 hours. |
| Pending | 🟨 Yellow | Ticket has been set to “Pending” status. If a player sends a new message, the ticket will go to “Unattended”. If there is no answer from the player, the ticket will still route back to the queue in 192 hours. |
| Closed | ⬜️ Grey | Ticket has been closed, and it can not be re-opened or interacted with by the end-user. |
Monitoring conversations
All roles can monitor conversations from the Ticket Inbox.
The Ticket Inbox updates / refreshes new messages every 10 seconds.
To monitor a conversation in the ticket inbox:
- Locate the ticket you want to interact with in Ticket Inbox.
- You can either monitor the conversation from the Inbox preview by clicking the arrow:
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- Or open the ticket from the Actions-button, which takes you to the individual ticket view:
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Please note, that the live view is right now available only in the preview, and if you enter the ticket by the action button, you need to refresh the page to see new messages.
Pushing a ticket back to the queue
Teamleaders, Supervisors and Admins can push a conversation back to the queue to be served by a human-agent, if the ticket status is "Unattended", "Ongoing", "Solved", “On-Hold” or "Pending".
However, tickets with the "Closed" status cannot be pushed to the queue. In this case, a new ticket must be created from the Agent Workplace.
To continue a conversation in an eligible ticket:
- Locate the ticket you want to interact with in Ticket Inbox.
- Click on "Actions" next to the ticket.
- Select "Push back to queue" to push it back to the queue to be served by a human agent.
