Last updated: 16 March 2022

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 + Ticket.

  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 Save.

You can create new tags as you create tickets. Simply type the name of your new tag and hit Enter to create it.