Ticket Processing

Ticket Processing

When a ticket is assigned to you, it pops up in the Facts-Bar at the top of your screen and is shown as an active ticket.

The following steps are necessary for ticket editing:

  1. Click on the desktop. The desired ticket will open.
  2. On the left you will find the chat. Here you can reply to user requests as usual.
    Note: Here you have the possibility to perform various actions via the bottom bar: Send notifications, attach files, use chat modules, use emojis or send a voice recording.
  3. On the right you will find different panels: chat modules & bots, user history, ticket information and user characteristics.
  4. Additionally, you will find four icons above the chat window (magnifying glass, two arrows, checkmark).


Additionally, above the chat window you’ll see five icons:

  • Magnifying glass: Allows you to search the ticket for specific keywords.
  • Straight arrow: Allows you to assign the ticket to another agent.
  • Curved arrow: Marks the ticket as answered.
  • Robot: Allows you to activate or deactivate the chatbot.
  • Checkmark: The ticket will be solved/closed. When closing the ticket, you can optionally leave a note.
  • Clock with arrow: This allows you to move the ticket to a later time. The ticket disappears from the bar at the top, but is still available in the user list – as a ticket marked in purple. As soon as the ticket is answered, it will no longer be visible as a postponed ticket.

You can find an overview of all tickets in the menu ticket list.

What is a mood barometer?

The mood barometer shows you how the customer’s mood is/was throughout the entire conversation. By linking it to Google, we can tell exactly whether the customer is satisfied or dissatisfied with your service.

The whole thing looks like this:

Just write your account manager and she will activate it for you.