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What are tickets

A ticket is an issue or complaint that one of your agents logs during a call. When a caller reports a problem, the agent creates a ticket with the contact’s details and a description, so your team can step in and solve it. Tickets are created by agents that have Issue & Complaint Tracking turned on in the Call Action tab. See AI Agents. You’ll find them in the left menu, under Telephony (open it here).
Tickets page with the Callback configuration and Refresh buttons, the All, In Progress, Resolved and Archived filters, the Search tickets box and the No tickets found message

Screenshot: the Tickets page. When your agents log issues, they appear here.

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Find your tickets

  • Use the filters All, In Progress, Resolved, and Archived to see tickets by status.
  • Use Search tickets… to find a ticket.
  • Click Refresh to load the latest tickets.
For each ticket you can see its Ticket ID, Contact name, Phone number, Email, Opening date, Subject, Status, Operator comment, and when it was Last updated.
Tip: You can also find the calls linked to a ticket in Call History, with the Ticket ID filter.

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Work on a ticket

From each ticket you can:
  • View ticket: open the Ticket Detail.
  • Set In progress: mark that your team is working on it.
  • Set Resolved: mark it as solved.
  • Archive: move it out of the active list.
  • Copy ticket ID: copy the ID to share it or to search for the call.
When you change the status (Update status), you can add a Comment (optional): a note for this status change, such as what was done. You’ll see Status updated successfully. You can also create a ticket by hand with Add ticket, with a Subject, an Issue description, and Additional notes.

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Ticket Detail

The detail of a ticket shows:
  • The contact’s details, the subject, and the Issue description.
  • Status history: every status change, with its comment.
  • Callback activity: the callbacks made for this ticket and their status (Generated, Executed, Failed, or Completed).
  • Make manual callback: call the customer back now.

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Callback configuration

A callback is a call the agent makes to the customer to tell them how their issue was solved. Click Callback configuration to set it up:
  • Callback execution:
    • Automatic: the callback is made automatically when the ticket status changes to Resolved.
    • Manual: you start the callback yourself with Make manual callback.
  • Resolution script: the message read to the contact during the callback. Personalize it with the Available variables: {{ticket_date}}, {{ticket_subject}}, {{operator_comment}}, and {{contact_name}}.
Click Save configuration. You’ll see Configuration saved.
Example: “Hello {{contact_name}}, we’re calling about the issue you reported on {{ticket_date}}: {{ticket_subject}}. {{operator_comment}} Is there anything else we can help you with?”
Important: Write a clear Operator comment when you resolve a ticket. With {{operator_comment}} in the script, that comment is what the customer hears.

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Troubleshooting

Issue: No tickets appear.
Cause: No agent has Issue & Complaint Tracking turned on, or no caller has reported an issue yet.
Fix: Turn on Issue & Complaint Tracking in the agent’s Call Action tab and click Refresh. Issue: The customer wasn’t called back after I resolved the ticket.
Cause: Callback execution is set to Manual, or the callback failed.
Fix: Check Callback activity in the ticket, and use Make manual callback or switch to Automatic. Issue: The callback message sounds incomplete.
Cause: The ticket has no subject or operator comment.
Fix: Fill in the subject and add a comment when you change the status.