Last updated: 02 June 2021
Sometimes, it may make sense for a member of staff to manually raise a ticket inside the system. This could happen, for instance, if a customer raises an issue over the phone or during a live chat interaction.
To start, go to Service → Ticketing.
Step 1: Raise a ticket
Use the breadcrumbs menu at the top of the page to go to Tickets.
In the top right of the page, click + Create new.
Describe the issue.
Give the issue a short, one-sentence summary.
Tag the ticket.
Assign the ticket to a member of staff.
Associate the ticket to a specific chatbot user.
All fields are mandatory.
You can create new tags as you create tickets. Simply type the name of your new tag and hit Enter to create it.