API Reference Website Dashboard Roadmap

🎮Advanced Ticket Management

Learn how to get further control on how your tickets are assigned and handled.

Ticket Configuration is available in the Business and Enterprise plan only

There are 3 major sub-settings in automatic ticket configuration -

  • Enable Intelligent Ticket Management

  • Responsive Ticket Hold Management

  • Ticket Resolution Management

Enable Intelligent Ticket Management

If this setting is enabled, new tickets will go under unassigned queue. The fact that new tickets are going under unassigned queue by default is set so that the tickets can be handled on a queue basis. A periodic task at 2 minute interval runs according to the setting you have. The task assigns the oldest to newest sorted tickets to the smart group agents in a round-robin method.

There are 4 options within this setting -

  • Agent Ticket Limit

  • Enable Fallback Ticket Distribution

  • Enable Ticket Reassignment on Agent Logout

  • Enable Ticket Reassignment on Away Status

Agent Ticket Limit

  • The number of max tickets assigned to one agent ( if hold management is not enabled).

  • This option by default set to 5.

Enable Fallback Ticket Distribution

  • This setting enables automatic ticket assignment if an agent fails to respond an un-replied ticket for within a specific timeframe.

Enable Ticket Reassignment on Agent Logout

  • When enabled, system will automatically distribute assigned tickets to other available agents within the smart group when an agent logs out .

Enable Ticket Reassignment on Away Status

  • When enabled, automatically distribute assigned tickets to other available agents within in the smart group when an agent sets away status.

Responsive Ticket Hold Management

Hold Management allows you to assign more tickets to agents and not sit idle when the customer is not responding. It will allow you to set a certain time of customer inactivity when tickets will be put on hold and new tickets will be assigned to agents.

There are 2 options within this setting -

  • Customer Response Time Limit

  • Hold Limit for Tickets

Customer Response Time Limit

  • Tickets will automatically go on hold when customers do not reply within a specific timeframe.

  • Automatic hold is maintained in backend in a periodic task with 2 mins of interval

  • The default timeframe is set to 10 mins.

Hold Limit for Tickets

  • The number of max tickets that can be held by one agent (note: max assigned limit will be the sum of Agent Ticket Limit + Hold Limit for Tickets).

  • The default limit is set to 20.

With hold management enabled, the maximum number of tickets agents will get assigend will be the sum of agent ticket limit and hold limit.

Ticket Resolution Management

This option will help you to automatically close tickets if your customer is not replying to your messages.

There are 3 options within this setting -

  • Customer Response Time Limit

  • Send CSAT After Ticket Closure

  • Closing Message Customization

Customer Response Time Limit

  • Tickets will automatically close when customers do not reply within a specific timeframe.

  • Automatic close is maintained in backend in a periodic task with 2 mins of interval

  • The default timeframe is set to 30 mins.

Send CSAT After Ticket Closure

  • System sends the resolve sequence set in the ticket block to the customers when a ticket is closed.

  • The CSAT will be stored for the assigned agent in CSAT report.

Closing Message Customization

  • This option is enabled when the CSAT setting is disabled.

  • System sends a closing message to the customer instead of the resolve sequence.

Please reach out to us through support@myalice.ai or through our website chat at https://myalice.ai/ for any clarification.

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