How support works
The agent creates tickets for you
When a customer calls or sends a message with a question, complaint, or issue, your agent can automatically create a support ticket. This lets you keep an organized record of all cases that need follow-up without any manual effort on your part.
For the agent to handle support, you must first enable the Support capability in your agent’s settings. Without this capability enabled, the agent will not create tickets.
Ticket categories
The agent classifies each ticket into one of these categories:
General questions about your business, services, or products.
Technical problems or issues reported by the customer.
Customer dissatisfaction with some aspect of the service.
Ideas or improvement proposals from the customer.
Any case that doesn’t fit into the categories above.
Ticket lifecycle
A support ticket goes through the following statuses:
- Open: the ticket was just created. No one has started working on it yet.
- In progress: someone on your team is reviewing or working on the case.
- Resolved: the issue or inquiry has been resolved.
- Closed: the ticket is finalized and no further action is needed.
Where tickets come from
Tickets can originate from any communication channel:
- Calls: the agent detects during the conversation that there’s a case needing follow-up.
- Messages: the agent identifies in a chat (WhatsApp, Instagram, etc.) that the customer has an issue or question.
You can also create tickets manually from the Support section if you need to log a case that didn’t go through the agent.
