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 ServiceTicketing.

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.

  1. Describe the issue.

  2. Give the issue a short, one-sentence summary.

  3. Tag the ticket.

  4. Assign the ticket to a member of staff.

  5. Associate the ticket to a specific chatbot user.

Hit Create.

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.